Page 23 - Telecom Reseller November-December 2016

November/December 2016 Telecom Reseller 23
Enghouse Interactive Introduces New Cloud-Based Proactive Outbound Platform for Service Providers
Multi-channel, enterprise noti cation solution creates new revenue opportunities, value for service providers and their business customers
Phoenix, AZ - Enghouse Interactive has announced the immediate availability of its Proactive Outbound Platform for Service Provider (POP4SP) solution, a cloud-based multi-channel outbound noti cation solution.
Industry analysts estimate that the Applications-as-a-Service market will grow
at 21% CAGR through the end of the decade. Built for multi-tenant environments, POP4SP allows service providers to increase revenue by providing innovative cloud services to existing customers, as well as create opportunities to attract new business.
Companies need a noti cation solution
but do not want to incur capital expenditures for infrastructure, ongoing operation and maintenance. With POP4SP, service providers can o er a complete noti cation solution to their clients ‘as-a-service’ from the cloud, or as an on-premise solution tailored to speci c use cases. e option for hybrid cloud o erings allows for many di erent use cases and the
opportunity for service providers to build a robust channel ecosystem.
Sending value-added noti cations to consumers, via their preference across voice, email and SMS text, is unilaterally appealing for business of all sizes and markets.
“ e myriad of noti cation scenarios within industries such as security, healthcare, retail, education, collections, government, and in utility, nancial, and emergency services
have created a timely opportunity for service providers to meet an escalating market demand,” said Christoph Mosing, President of Enghouse Interactive.
In addition to high usage in asset recovery, there are numerous scenarios that validate the need for outbound noti cations, where the value-added service not only increases brand loyalty, but also drives new revenue generation. Retail banks that proactively notify customers when their checking balance is low, or when a payment is due, help prevent overdra and late fees. In advance of extreme weather events or in case of natural disasters, emergency teams, municipal organizations and utility providers
can alert subscribers to potential power outages while providing recommended precautionary measures. In the event of a security breach or public safety issue, multi-channel noti cations are critical to communicating preventative measures, protecting both people and businesses. Flight delay updates or gate changes help avert missed ights and travel delays, and noti cation of cancellations prevent wasted time commuting to the airport.
Enghouse Proactive Outbound Platform
for Service Providers is reliable and secure,
with exible deployment options. As a multi- tenant cloud solution, POP4SP o ers several di erentiating economic and administrative advantages. Service providers bene t from geo-redundant operations and datacenters, from which they can support simultaneous events for clients. Delivered as a service, pricing is based on user consumption, reducing total cost of ownership for both the service provider and consumer.
POP4SP also supports a wide range of real- time and batch integrations with enterprise applications, such as CRMs or contact center
agent desktops. Ease-of-use is evident in the intuitive browser-based interface, which allows both administrators (service providers) and tenants (clients) to easily set parameters and contacting controls.
At the core of the Proactive Outbound Platform for Service Provider solution is a state- of-the-art outbound communications engine. As POP4SP’s “brain,” it directs the complex algorithms governing how many calls, emails and texts to initiate, given the client’s capacity or constraints.
Clients simply need to con gure key metrics around available agents such as allowable time-to-contact ranges and/or abandoned
call thresholds, and the POP4SP engine will calculate the outbound contact rate, with real- time feedback and updates to maximize agent utilization while keeping abandonment within prescribed limits.
“In the quest for ‘stickiness’ with business end-users,” added Mosing, “POP4SP is undeniably valuable in enhancing the customer relationship via proactive communication.”
More at www.enghouseinteractive.com. ■
Voice4Net Launches New SMS ACD Module for its WebRTC Framework Contact Center Solutions
8×8 and Telarus
Partner to Bring Enterprise-Grade Cloud Communications to Customers Worldwide
Master agent partnership enables prominent distributor to add 8×8’s market-leading UCaaS and CCaaS solutions to portfolio
SAN JOSE, CA - 8×8, Inc. (NASDAQ:EGHT), the leading provider of global Enterprise Communications as a Service (ECaaS), and Telarus,
Inc., a Master Agent and owner of VXSuiteTM and national distributor of voice, data and cloud infrastructure services, have announced a partnership to bring enterprise-grade cloud communications to businesses of all sizes. As a master agent, Telarus distributes voice, data and cloud infrastructure services to customers worldwide. With this partnership, Telarus will now be able to distribute 8×8’s cloud unified communications and contact center services and enable its sales partners to move
from selling product-centric, legacy communications systems to delivering modern communications experiences via an agile industry-leading, cloud communications solution.
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New Solution Allows Agents to Engage Customers through Inbound and Outbound Mobile Text Messaging
Dallas, TX - Voice4Net, a leading
provider of customer interaction and voice communications solutions for businesses, has introduced the Voice4Net SMS ACD module, the latest enhancement to its award-winning WebRTC Framework suite of contact center solutions. The SMS ACD module empowers contact center agents to interact with customers through two-way text messaging over their mobile devices, easily incorporating this ubiquitous communications channel into the customer service experience and enhancing the business’s ability to effectively engage its customers.
The new module will be integrated into Voice4Net’s portfolio of WebRTC-based solutions under its RTC Framework series of products, which includes its browser- based RTC Client solution—a customizable, widget-based agent desktop—as well as its flagship CCHD solution. It can also be deployed as a standalone product without the need for integration into an existing PBX or ACD system, or can be integrated into third-party ACD and PBX platforms. This allows companies to seamlessly incorporate WebRTC-based text messaging capabilities into a variety of legacy contact center environments.
The module can be deployed in both hosted and premise-based environments, and supports inbound and outbound
broadcasts. Inbound messaging utilizes the same DNIS and ANI protocols to identify the source of incoming messages, similar to voice calls. Agents can deploy pre- written, automated scripts to facilitate a quick response to texts when applicable. The system displays a message history to the agent throughout the conversation.
The SMS ACD solution supports an array of features including outbound bulk or group text messaging, reply tracking, click- to call directly from a mobile phone, web redirect capabilities, and SMS recording
provide access to customer data associated with the incoming message source,” said Rick McFarland, chief executive officer
at Voice4Net. “All this can be conducted within a dedicated SMS widget on RTC Client’s customizable agent interface. This creates a new dimension in the customer engagement experience, allowing agents to turn the public’s preference for text communications into an effective customer service vehicle.”
Voice4Net will showcase the SMS ACD solution, in conjunction with its
The new SMS ACD capability lets contact center agents communicate with customers through text messaging with the same ease and functionality as they would with a voice call
and reporting. It will eventually support “bot”-style capabilities that will mine conversational information coming from SMS messages, similar to the functionality typically found in IVR systems.
“The new SMS ACD capability lets contact center agents communicate with customers through text messaging with the same ease and functionality as they would with a voice call. It also enables the business to use proven tools like skill- based routing and queue management, and
distribution partner EarthBend, at the ShoreTelOne Global Partner Conference, scheduled for December 6 and 7 at
the Gaylord Palms Resort in Orlando, Florida. Voice4Net is also participating in EarthBend’s quarter 4 “Big Deal Promotion,” offering special pricing and a $500 bonus for EarthBend customers through December 21. Visit http://www. earthbenddistribution.com/big-deal- promo for details.
More at www.voice4net.com. ■
Clarity