Page 4 - Telecom Reseller February March 2014

February/March 2014 4 Telecom Reseller

If she dials 911,
will the critical help she
Webb
needs be able to find her?

BPOs reap benefits from

hosted WFM solutions

BTy Bob Webb, Pipkins, Inc.
without accurate forecasting.
he contact center outsourcing indus- • Pricing matches seasonal trends—for
try was created to cut operating maximum cost savings, pricing should be
costs. However, Business Process
based on the number of agents scheduled.
Outsourcers (BPO’s) have evolved into big • Each user has a separate database—mul-
business that provides contact centers to tiple customers are not using a shared
companies that result in not only significant database (known as multi-tenanted). In a
cost savings but also better performance. multi-tenanted environment, if one cus-
BPO’s are now focusing on delivering tomer experiences problems, others will
an exceptional customer experience along be affected.
with top value to their clients. While BPO’s • Gold standard equipment—with redun-
dancy at every level (power, network,
strive to save money for their clients, it servers), avoiding a single point of fail-
is important that they have resources to ure.
maximize their own operating costs. The • Test environments can be configured.
most cost saving tool with the largest ROI • Advanced security features—the hosted
is found in hosted solutions.
facility is physically hardened and the
Hosted solutions, known as Software as firewall encompasses gold standard IPS
a Service (SaaS), enables software to be inspection. If your clients are in finan-
delivered over the internet and has gained wide acceptance in the marketplace for over cial services, pharmaceutical, healthcare
ten years. Businesses are now turning to industry, accept credit cards over the
hosted solutions in lieu of in-house installa- internet, or deal with Sarbanes-Oxley,
tions because of the low cost of implemen- HIPAA, PCI or other governmental com-
tation and convenience of having vendors pliance requirements, you need to pro-
Don’t compromise Our E911 solutions responsible for maintenance and upgrades. vide SOC 2 Type II level of security.
help 911 callers get However, before purchasing a hosted solu- SOC 2 Type II security restricts access
your employees’ tion, there are several factors to consider.
to the data center; ensures mechanical
the assistance they and electrical failures will not result in
safety.
need − fast.
Features
an outage; smoke detection, cooling,
Workforce management hosted software and power are continuously monitored,
should include these features:
inspected, and serviced to ensure effec-
The E911 Experts
• Best-in-class forecasting software—fore-
tive operation.
casting and scheduling software is the • Advanced routing technology—network
911Enable.com most important feature and provides the has multiple tier 1 providers. If your
1-877-862-2835
most return on your investment. You See WEBB, page 10
cannot achieve desired service levels

AudioCodes One Voice

for Microsoft Lync

Lync-compatible IP Phones
SBCs and Gateways
Branch Office Survivability
• 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 connectivity
• High-definition voice quality (RTAWB/WB)
• Secured SIP Trunking
• Integrated data services

• Extensive set of essential enterprise phone features
• Integrate fax machines and analog devices
• Advanced call routing capabilities
• Secured SIP trunk and PSTN fallback

Applications for Lync
Network & Service Management Tools
Professional Services
• Connect 3rd party SIP phones
• OAM&P tools for pre-deployment staging • Global services portfolio for partners
• Lync-qualified passive call recording
and live networks
• Planning, design and implementation
• Auto-attendant with flexible IVR and additional
• Integration with Microsoft SCOM
• Extensive post-sales support options
subscriber feature
• Voice quality monitoring with Session
• Applications 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