Page 9 - October November 2014

October/November 2014
Telecom Reseller 9
6 Developing Communications

Inc.
Services Trends to Watch in 2015
Connect and Communicate

We continue to
redeine independent distribution within the
telecommunications featured in our white paper, “Communications PATTERSON
and networking channel Repairs Services Trends for 2015 — Transformation
Training through an unmatched Tech Support
Takes Hold.”
By Pat Patterson, Director of
e-Commerce
dedication to quality #6: he high-accountability support Services Marketing for Avaya
Installation/ and service.
We Buy Your Excess
I
model emerges.
Maintenance
SIP Trunking/
We’ll help you connect and communicate.
Hosted IP-PBX
s it 2015 already?? It is, if you are an IT manager in the inal stages of budgeting and Individual support personnel will retain ownership of the customer experience and use
allocating. With a new year comes a new
techniques such as collaboration and “swarming”
to break down the barriers of the traditional DOES IT ALL
opportunity to begin again.
“tiered” support organization. his approach
As always, we strive to help our clients begin
will drive a better experience for customers again and plan ahead. We do this by anticipating
and ultimately make for more eicient resource what trends will soon be on the proverbial radar 800.797.2983
utilization in support organizations.
of our clients and the vendors that serve them.
ISO 9001
www.a1teletronics.com
he following is a summary of the Avaya six AscdiNatd The global alliance of the it channel
#5: Support services transparency: trends for 2015, identiied by our panel and
As an Independent Distributor, A1 Teletronics, Inc. is not afiliated with the manufacturers of the products it sells except as expressly noted otherwise. Any and all trademark rights associated with the manufacturers’ names and products are owned by the respective manufacturers.
Customers like what they see.
Mobility will be a growing factor, contributing to
more seamless and transparent interactions that
give customers instant access to rich information
about their relationship with your company, your
company’s products and services, and support
tools and status.
#4: Social media and crowdsourcing:
Are you really engaging your I
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It will be imperative to bridge the gap between
simply monitoring social platforms for
conversations about your company and doing
something about them — i.e., capturing, routing
and responding to those conversations within
your contact center and/or broader enterprise,
as well as encouraging customer-employee
interaction through crowdsourcing, which is
oten carried out in private forums.

#3: As omnichannel support matures,
Web chat plays a pivotal role.
Even as video gains momentum as a high-touch
channel (see Trend #2), companies will continue
to use Web chat as the relatively low-expense
way to initiate the customer experience from a
website, to triage that experience, and to direct
customers to the appropriate support channel
and other support resources and tools.
#2: Video support reaches an
inlection point — if you snooze, you
lose.
At the end of 2013, Amazon.com became the
irst company to ofer one-way video customer
support. In 2014, Avaya became the irst
company to ofer both one-way and two-way
video support options for customer engagement.
Now companies in many industry verticals are
adopting—or at least piloting—some form of
video. Businesses that haven’t begun to make the
move to video will be challenged to catch up with
their competitors.

#1: he cloud takes shape.
he market is about ive calendar quarters into
an eight-quarter transformation from a mindset
that favored on-premise, owned equipment, to
one where executives think of cloud solutions irst as they consider new and upgraded
communications capabilities. he hosted cloud
solution will need to drive a diferentiated
support services experience in which users can
click from within the application to get timely
help.
PREMIER PRODUCT
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So, what do you think? Let the debate begin. service providers can – premier everything. Our full-featured Hosted
and welcome, 2015!
PREMIER COMPENSATION UC solution includes an easy-to-use widget-based Customer
What trends will you be watching in 2015? Administration Portal, plus an Agent Portal for quoting and ordering.
What trends did we miss?
PREMIER NETWORK
Follow me on Twitter: @Pat_Patterson_V
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www.telecomreseller.com

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