Page 4 - Telecom Reseller JanFeb 2015

4 Telecom Reseller January/February 2015
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March/April 2014
AYRES
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Telecom Reseller
If she dials 911,
continued from page 1

will the critical help she shrinkage.
1. Utilize metrics
needs be able to ind her?
he beneit of speciic call center management
BYRD
When managing a call center, there are a
sotware is a reduction of mundane, yet
variety of factors that can be utilized to evaluate
necessary tasks for call center leaders. Instead
Continued from page 1
performance. One method is to analyze the
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wmitehtriacns,nwuiathl trheevmenouset sviteaxl,coepedraintigon$al25 mil-
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liionndichataovrebeaingbtuhseiAneHsTs –cAovnetriangueitHyanpdllaing in
catastrophic events. Power failures, bro-
place, which makes sense given the larger
to tasks that cannot be performed by computers,
Time – measurement. he AHT metric is the
loss of revenue larger businesses face.
ken water pipes or even health epidemics
time an agent invests in each call, including time
such as being a motivator and mentor to the
According to Forrester, the average cost
can shut down an SMB or regional ofice
spent on that customer’s behalf ater the actual
call center agents. A workforce management
per hour of service disruption for mid-sized
just as suddenly, and just as dramatical-
call has ended.
sotware program will not only help the
to enterprise businesses is $110,000, and a
ly. Therefore, a business continuity plan
Logically, reducing the AHT metric means
supervisors become better leaders, but also will
typical interruption event costs more than
should cover various types of potential
that more calls can be handled in the same
help the company perform better in both the
$1.5 million. Moreover, according to the
disruptive events.
amount of time, thus reducing operating costs
short and long run.
Insurance Institute of Business & Home
Utilizing Instant Messaging, Presence,
and improving the bottom line. It is, however,
Mobility and Collaboration from a Hosted
Safety, 25% of businesses do not reopen
foimllpoowrtianngt anodtistoaslotrsoeusisgehvt eonf thseucuhstaosm9e/r1s.1 or U3.CAodfofepritnga c–uscotommbineerd-, perhaps, with
HCuarlrliceannterSleandderys.should not drive AHT down
scoemnetrmicafnoagceuds services for off-site data
Whether selling to SMBs or enter-
storage and mission-critical applications
so low that agents are rushing to inish calls,
Customers are the lifeline of any business,
prises, it’s important to emphasize how
– will ensure businesses will continue to
reducing the call quality for the customers.
but even more integral for a call center that is
Hosted Uniied Communications can sup-
function as expected, and weather any
Instead of pushing agents to do anything they
focused around customer calls and questions.
port an overall business continuity plan.
storm. Without it, a business can expect the
can to shorten call durations, leaders should
A recent study found that highly satisied
Additionally, those businesses without a
following:
analyze the existing servicing process to identify
customers are 174% more likely than less
plan should ind the added beneit of main-
• 43% of businesses that close as the result
areas that can be improved, minimized or
satisied customers to make contact with the call
taining their communications throughout a
of a natural disaster never reopen. – U.S.
eliminated altogether. For example, technology
center again.
service disruption, especially without any
Congress
can be improved to assist agents and decrease
Additionally, they are 154% more likely
additional cost, a major beneit. Hosted UC
• 75% of companies without business
to cpounrcthinauseitaygapinlaansd 2fa3i8l%wmitohreinliktehlryeteo years ptrhoevaidmeosuntht eof atibmileitsypenfot ronththee epmhopnleowyeitehsa to
recofmmaendisthaestceorm.p–anyCtorifsaimsilyMaanndafgrienmdesn.t
ccounsttionmuer.to communicate from home or any
location with wireless access, just as they
International
would from the ofice. Customers do not
hese numbers demonstrate the overwhelming
2. Implement workforce
benTeiotsqoufacunsttiofym:erWsaittihsfoauctioHn.osted UC for
need to dial cell phone or emergency num-
managementsoftware
Don’t compromise Our E911 solutions criTsoisbeccoommeaunmiocraeticounsstom–eTr-octeanltrLicoss.With
HostedUCtodelivercmmunicions dur-
bers to contact customer service or sales.
company, it isimportant toknowwhatthe One of the best technologies for overextended
All communications continue to function
ing a crisis to support standard business
your employees’ help 911 callers get call center leaders is workforce management
customer wants. By opening the lines of
as if the ofice was still up and running and,
processes and functions – Total Win. % communication to suggestions and complaints,
sotware. he system helps supervisors produce
the assistance they essentially, it is.
you, as the call center leader, can make tangible
optimal schedules for staf, set targeted service
safety.
need − fast.
Finally, it is worth noting that a business
For more visit www.anpi.com.
goals and create centralized forecasts, among
changes to increase customer satisfaction.
Investing time to ind out and implement other things.
By helping to balance the workload across changes that customers wants now, can save
owen online
The E911 Experts
agents and leaders, a workforce management you the time and stress of dealing with unhappy
911Enable.com program can help reduce operations costs customers down the line. ■ at telecomreseller.com
1-877-862-2835
by cutting overstaing, overtime hours and More at http://kovacorp.com

AudioCodes One Voice
AudioCodes One Voice

for Microsoft Lync
for Microsoft Lync

Lync-compatible IP Phones
SBCs and Gateways
Branch Ofice Survivability
Lync-compatible IP Phones
SBCs and Gateways
Branch Ofice Survivability
• Fully integrated with Lync
• Connect Lync to legacy and IP-based PBXs
• Uninterrupted Lync services in cases of
• Fully integrated with Lync
• Connect Lync to legacy and IP-based PBXs
• Uninterrupted Lync services in cases of
• Presence monitoring
and the PSTN
lost WAN connecivity
• Presence monitoring
and the PSTN
lost WAN connecivity
• High-deiniion voice quality (RTAWB/WB)
• Secured SIP Trunking
• Integrated data services
• High-deiniion voice quality (RTAWB/WB)
• Secured SIP Trunking
• Integrated data services
• Extensive set of essenial enterprise phone features
• Integrate fax machines and analog devices
• Advanced call rouing capabiliies
• Extensive set of essenial enterprise phone features
• Integrate fax machines and analog devices
• Advanced call rouing capabiliies
• Secured SIP trunk and PSTN fallback
• Secured SIP trunk and PSTN fallback

Applications for Lync
Network & Service Management Tools
Professional Services
Applications foLyncNetwork & Service Management Tools
Professional Services
rd
•Connect3partySIPphones
• OAM&P tools for pre-deployment staging
•Connect3partySIPphons• Global services porfolio for partners
•Lync-qualiiedpassivecallrecording •OanAdMl&ivPetnoeotlwsoforrkspre-deploymentstaging •G•lPolbaanlnsienrgv,icdesspigonrfaonldioimfoprlpemaretnetarsion
rd
••ALuytnoc--aqtueanlidiaendtpwasitshivleecxailbl lrecIVoRrdaingd addiional •aIndtelgivreainoentwoirtkhsMicrosot SCOM • P•laEnxtneings,ivdeepsiogsnt-asnadleismspulpepmoernt toapiioonns
•suAbustcor-iabteernfedatnutrweithlexibleIVRandaddiional •IVnoteicgeraqiuoanliwtyitmhoMnictororsinogtwSCitOhMSession •Extensivepost-salessupportopions
• Aspupblsicariiboenrsfematauyrerun on AudioCodes SBA hardware • VEoxipcerqieunaclietyMmaonnaigteori(nSgEwMi)th Session
• Applicaions may run on AudioCodes SBA hardware Experience Manager (SEM)
See AudioCodes at the Microsoft Lync Conference, booth #625 or at Enterprise Connect, booth #1208
www.audiocodes.com/Microsoft
www.audiocodes.com

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