Page 10 - Telecom Reseller February-March 2019

10 Telecom Reseller February/March 2019
Coordinated Systems, Inc, Virtual Observer Omnichannel WFO Solution is Integrated with Oracle Service Cloud and Now Available in the Oracle Cloud Marketplace
Oracle Service Cloud Customers Can Use Virtual Observer to improve contact center agent performance and boost customer experience
EAST HARTFORD, CONN. - Coordinated Systems, Inc. (CSI), a leading provider of Workforce Optimization (WFO) Solutions and Silver level member of Oracle PartnerNetwork (OPN), has announced that its Virtual Observer Omnichannel WFO Solution has achieved Integrated with Oracle Cloud status and
is now available in the Oracle Cloud Marketplace, offering added value to Oracle Cloud customers. The Virtual Observer Omnichannel WFO Solution enhances contact center performance, quality and customer experience with an out-of- the-box service cloud app for Workforce Optimization, which integrates directly into
the Oracle Service Cloud interface. The Oracle Cloud Marketplace is a
one-stop shop for Oracle customers
seeking trusted business applications and service providers offering unique business solutions, including ones that extend Oracle Cloud Applications. Oracle Cloud is one of the industry’s broadest and most complete public cloud, delivering enterprise-
grade services at every level of the cloud technology stack including platform as a service (PaaS), infrastructure as a service (IaaS), and data as a service (DaaS).
“Virtual Observer will allow a contact center to operate Oracle Service Cloud
as a near-seamless technology platform fully integrating our WFO components (Omnichannel Recording, Quality Management, Workforce Management, Speech Analytics, E-Learning, Agent Portal
KPIs and PCI/HIPAA security) all from within the Oracle Service Cloud interface. Virtual Observer will record Oracle Service Cloud Chat and Email transcripts with
its unique ability to screen record Oracle Service Cloud Chat and Email for quality management and training purposes.
The solution can be further expanded
to provide Workforce Management planning, forecasting, scheduling, intraday management and real-time adherence for all communication channels including Oracle Service Cloud Chat and Email. Virtual Observer delivers a Contact Center solution within a combined modular framework enabling the customer to expand features based on business needs and desired budget,” said Rich Marcia, marketing director,
CSI. “CSI’s participation in the Oracle
Cloud Marketplace further extends our
commitment to the Oracle community and enables customers to easily reap the benefits of Virtual Observer. We look forward to leveraging the power of the Oracle Cloud to help us achieve our business goals.”
Integrated with Oracle Cloud status recognizes OPN member solutions that have been tested or verified to integrate with Oracle Cloud. The Oracle Cloud Marketplace offers an intuitive user interface to browse and search for available applications and services, as well as user ratings and reviews to help customers determine the best business solutions for their organization.
With its new automated application installation features, customers can easily deploy provider business applications from a centralized cloud interface.
More at http://csiworld.com/. n
ActivePBX Partners with Technology Advisors, Inc.
CRM-Friendly Phone System Keeps Customers Connected
Miami, FL - ActivePBX, a global provider of Cloud-Based Telephony and Contact Center Solutions has partnered with Technology Advisors, Inc., a leading software consulting firm out of Chicago to deliver Cloud Telephony Integration to Customer Relationship Management (CRM) users. Integrating a CRM with telephony helps personalize the sales experience by automatically looking up
a customer’s information in the CRM while the rep clicks-to-dial on the phone number. The ActivePBX integration also routes incoming calls directly to internal
reps, so the person already familiar with the customer can provide a more engaging and personal experience.
“ActivePBX has the Cloud capabilities our customers are looking for,” says Technology Advisors CEO, Sam Biardo. “These businesses need reliable, CRM-friendly telephony integrations that keep their sales teams mobile and their services teams in the loop. ActivePBX offers the features that deliver on those needs while saving our customers time and money, so we’re looking forward to our partnership with them.”
ActivePBX integrates with major CRM providers such as SugarCRM, Infor, Zendesk, Zoho, Microsoft Dynamics, and Salesforce. The company’s global presence extends through Europe, Asia, and Latin America. Once the ActivePBX system is integrated with a CRM, it automatically records detailed call logs for both inbound and outbound calls, providing analytic reports for deeper insights. Features such as call monitoring and “whisper” mode allow users to monitor phone calls and communicate with fellow employees on the line without interrupting the customer. Call routing ensures the appropriate responder answers each call, while call recording and playback helps users maintain accurate records of their conversations.
“By collaborating with the team at Technology Advisors, ActivePBX ensures a consistent onboarding process for clients to leverage all of the features and functionality of their CRM and Enterprise cloud telephony platform.” says ActivePBX CEO, Alex Gonzalez. “Our team provides the personalized white-glove experience needed for a successful CRM integration.”
More at www.activepbx.com and techadv. com/products/activepbx.
Yealink Announces Successful Interoperability with AMPLEMENT
Xiamen, China - Yealink, the global leading provider of enterprise communication and collaboration solutions, has announced that Yealink’s high-quality phones have completed thorough interoperability tests for platform of Amplement, a key editor of VoIP & UC software and operates a worldwide cloud communication service platform.
Following models had certified interoperability with Uniquity By Amplement’s production platform. This certification comes after the rigorous tests of Yealink phones to ensure the ease of connectivity and the best- quality service for customers of Yealink phone product and Amplement’s SAAS customers.
• Yealink Conference Phone: CP860, CP960, CP920
• Yealink Smart Business Phone: T58V
• Yealink DECT Phone: W60P
• Yealink New T5 Business series T53W & T54W
By working together, Amplement and Yealink help customers to connect together
with ease and to take advantage of the robust capabilities and outstanding performance
of our combined solutions. Customers can also benefit from Yealink’s high quality, easy deployment, broad interoperability, and attractive pricing.
“We are very glad to offer the interoperability by combining Yealink products with Uniquity By Amplement’s production platform” said Yealink Vice President Stone Lu.
“The strong technical collaboration between Amplement and Yealink companies enables
a quick and efficient integration of the latest Yealink range of products,” said Amplement CTO Ronan JAMET. “The completion of interoperability testing signifies the progressive cooperation between Yealink and Amplement to deliver Yealink Desktop IP Phone solutions for Amplement SAAS customers with high- quality and attentive service”
More at www.yealink.com and www. amplement.com. n