Page 3 - Telecom Reseller October-November 2019

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he way we communicate with our customers has changed dramatically over
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the years, evolving from letters to phone service, using the same wiring as your business’ words per minute when talking.
calls to email and now website live chats. There’s Natasha Bougourd, Lead data network. It’s essential that, when it comes to
no getting away from the fact that you need a Applications Writer at TSG Hosted telephony sees a traditional method of communication methods for customers,
way for customers to quickly and easily contact (https://www.tsg.com/tsg-it- communication brought into the 21st century Electronics’ YouTube Channel!
businesses can’t limit themselves. To meet consumer demands, businesses must not only have an online presence, but be available to speak toonlinewhetherthat’sviaasupportagentonlive chat or chatbots. The concern around the latter is thatchatbotsarestillevolvingandthereforewon’t be able to answer all customer queries, which could leave them frustrated.
you, but with so many methods available, which support) with cloud hosting, making it more essential than should you choose? over a human for an immediate answer, and 21% ever. Not only does telephony communication ThCehVatibkointsgaEnldecotnrolinieclsivYeocuhTautbaerecchoansnideleredthe wouldevenbuyfromone. providecustomerswiththeopportunityto nmoowstfmeaotudreersnecdoumcamtiuoniaclatainodn tmraeitnhiondgs, with live It’s clear that businesses can reap significant have real-time, two-way communication, it also cohnatecnotnhsiesltpenfutlyfocormcuinstgoumpetrrsu,mdipstsrinbustuorrvse,ys. rewardsbyimplementingthesedigital-first providesapersonableexperiencefavouredby
aOnvderinhsatlaflolefrcsuosftoamll erxspweroiuenldceprlefveerlsto. chat to
a p“eOrsuornYionurTeualb-etimcheaonnleinl emoavkersagpethtoinge call t(rHaainrrinisgRoenseraerlcehv)a;nwthtoatp’sicmsofarest,iatn’sdthseimchpalne,nel kwiinthd tohfelihkieghleasrtnciunsgtotmo eflrysathiseflaictoiopnteraitning at Th73%e M(Eactorinxs”u–ltaAnncyd)r.eIwt’sJsosepprohl,ifiPcrothdautcit’s now Supneucsiuaalilsto, VseiekiwnegbEsiltecstwrointhicosu,tIlnivce. chat options.
communication tools, but they shouldn’t come at the expense of the more traditional solutions.
many.
Whilst live chat has high customer satisfaction
All businesses must be available on the phone
levels and customers are willing to buy from
a chatbot, implementing these solutions shouldn’t come at the expense of telephone communications. According to the Office of National Statistics, 90% of UK households have internet access, meaning 10% still don’t; how else will those people contact you?
We can’t ignore the fact that, whilst up-and- coming online communication solutions are seeing great results, telephony is still a hit with customers. A Google study found that 61% of consumers get in touch with a business via phone when they’re ready to purchase. Additionally, for urgent queries, a phone call is undoubtedly the
These online communication methods, however, shouldn’t come at the expense of telephone communication. Hosted telephony will allow businesses to save money on this traditional solution, thanks to the eradication of capex costs and built-in disaster recovery. Digital transformation, the use of technology to improve processes, customer experience and ultimately profitabilityK, isoachmievlabolegin so many ways.
for customers wVho have urgent queries or for
C DS
those who still prefer phone calls. However, many
businesses are operating on outdated telephony
systems, still dependent on ISDN despite its
unreliability and the news that it will be retired in
2025. In response to the ISDN deadline, a number of businesses are making the move to hosted telephony. BY
By adopting a mix of traditional and modern
For the uninitiated, hosted telephony is a cloud-based phone solution which eliminates the need for telephone system hardware. One of its key benefits is lower costs due to no capex and no maintenance costs thanks to built-in disaster
. Geolocaon
communication tools, and particularly using
uccessfully
saving mVonIPe,yArnatlhoegr, athndanDignictarel asing outgoings. Recording
HOKE
• Zetron: Max Disptach/Acom
Demand ReScoarndSionugrce Catalyst (https://
. www.scansourcecatalyst.com/) Unique or Mul-site
Architecture Advance
Web Search and Playback
• Avtec: Scout/Vpgate
• Telex: C-soft/IP223/IP225
the surrou.nding environment, specific industry Intuive and Flexible
navigating these technologies, but at the end
• Airbus: Vesta
of th•eIndtarya,dthoe-Wcuesto: mViepre’srsatisfaction with the
needs, or rUesgeurlIanttoerryfahcuerdles they’ll need to jump . and Much More !
• Avaya
through? While customers may say they need a particular product or service, work with them to find the right solution for their specific industry
complete UC experience is the only measure of
• Pantel Mitel SRC
success that matters. The following steps keep the
• Many more
focus of deploying UC systems on the end users,
. Real Time Stascs
cloud-based phone systems, business can respon
DashboardLines
to custo.mLisetresnqinugicker and more efficiently whilst
.
mitigate these factors, the installation of sound paneling, sun shades or other room modification might be necessary to get the most out of the UC technology you are providing. In addition to the physical space, the company culture should be considered, particularly given remote teleworkin employees have different needs than locally working employees – for both audio and video considerations.
Take time to test: Make time to use all the systems once installed in the office, before the customer or their employees. Nothing is
YOUR PUBLIC SAFETY
RECORDING & COMMUNICATIONS
Systems
PROVIDER
.
• Kenwood: NextEdge
• Motorola: Astro 25/MCC 7500
by Ansley Hoke, Vice President,
Connuous or On
Start with customer needs: Talk to your customers - what do th8e7y r7eal2ly2ne5ed-9? I9s i8t 8 as simple as staying connected and boosting productivity, or are there other considerations, such as long-term growth goals, concerns with
Analyze the environment: The office structure
collaboration space is non-functional on day one. wwAwfte.rktoestminguistceoml.pcleotedm, consider a staged roll-
is justasleimsp@ortkanot ams thue teechln.oclogmy in use.
Whether it be echoes in conference rooms, loud
out of the UC system to a small number of users
HOKE continuesonpage 7 ››
Copyright Komutel 2018
open office layouts, or bright windows, the office space can present significant challenges. To
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Products include Emergency Phones, Entry
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compliant. Based in Hudson, Wisconsin, Viking’snliefigeadcycomf rmeluianbicilaitiyoannsd(UelCec)tronic innovatimonansupfancstu5r0e+rsyheaavres.mVaidkeintgrebmueilnddsous productpsrtohgarteasrseindethsieglnaestddteoclaadset,adnedvetlhoepying atelscohnooffleorgmytahnaythoefltphsebiruspirnoedssuecststwayitmhore Econnhnaenccted Wthaenatehveerr.PHrotwecetvieorn, .UOCffseyrsitnegmfsree loifcectaismioenparlloydfualcltsshuoprpt ionrtptrhacetyicael,sonobtabcekctahuesier porfothdeuctetcshwniothloagyt,wbou-tybeeacraluimseitoefdthweaarprpanrotya.ch, Finosrtamllaotrieoninafnodrmsuaptipoonr,tpslteratsegvyi.sit: www. viThkinegUelCecmtroarnkiects.pcromvidnes a dizzying array of products, all with different specifications and capabilities. Many resellers are well-versed in
UDeploying UC large selection of IP products that are SIP
Systems, Hotline Phones, Autodialers,
Enclosures and more. In addition to their
extensive analog line, Viking offers a
tificat
while building loyal customers in the process.
and work culture.
more frustrating than finding out a brand-new
Even Better Together.
A powerful combination of industry-leading audio and video conferencing technology makes remote collaboration easier and more natural than ever before.
CS-700 Video Sound BarTM
uc.yamaha.com