Page 7 - Telecom Reseller October-November 2019

M
usiness. Once you have
October/November 2019
Upgrade your Router
Voice QoS, Multi WAN Redundancy, Content FilteTerlec&om NReseltlewr or7k Se
TR Y
The Latest
The Latest Podcasts
COLWELL
you have cultivated but expand it?
PAGE 23
com)
Upgrade your Router
The Newsource on
U
Telecom Reseller 13
lication. www.DrayTekUSA.com
oS, Multi WAN Red
Newsource on UC
at 972-831-1600 to discuss
I
h
Subscribe to The Channel Daily News
D
eBulletin
EW
e Latest Ucasts
C
all
A
BP
a
t9
7
2
-8
3
1-
16
0
0
to
d
is
c
us
s
yo
u
r
ap
ty
l
l
l
l
p
C
U
C
a
a
S
C
o
VVIEIEWW LEC
UCaaS ● Collabora
VIEW
VIEW
PAGE 15
ould Ask Itself
Organizational Design Determ
ll
ab
o
ra
t
io
n
M
S
r.
in
h
es
Nortel Notes
There is one answer to the two questions D Telecom Management Success
o
b
ili
TELECOM CHANNEL T
RESELLER
Call ABP
V
your application. www.DrayTekUSA.com
& Grow Your Business
Vital Customer Service Tools
The ●UCaaS ●Collaboration●Mobility 12CloudQue Keep Your Existing Customers
Voice Q undancy, Content Filter & Network Security
E
The Newsource on UC ● tion ● Mobility 12 Cloud Questions
of customer retention and customer Telecom expansion: customer service.
RUFFIN
your existing clientele will take notice
x model (often deployed as
with your company.
work with them.
ployees use an average
ght
-han
ma
need them.
by Will Melend
Executive Vice
Global Sales at
Simply put, cuT
(www.voice4ne
Every Compa Should Ask It
TE OM
of your effort blossom. But what’s next? How do you not only maintain the customer base
Owner and CEO at A Better
T
ou have worked so hard to build a customer base. Your business is on
DEE
Every Company
HAWKINS
COLWELL RUFFIN
the rise and you are seeing the fruits
TER
By Pat Patterso Services for Av
When you invest in customer service,
use of the public cloud.
d cloud service) but may not
According to one estimate, com
lications of adopting the
Virtual Assmisotraenthtasn 1,000 employees use an
to well-founded (and not so
A great way to think about a virtual assistant
of 1,154 cloud-based services, “ran about thisetoseccounrsidtyerotfhaemclaosuadSwiss army knife.
many lTharegyecaonmbepdanepielosyaedreto whatePvAerTcTaEpRaScOityN continue your company needs. Virtual assistants work
ate cloud, while slowing their
ud.
remotely, which means you don’t have to give up space in your office or facilities to
estimate, companies with
PCI Complianc
They can be hired in a freelance manner
serviceosr,a“sranfuglli/npgarftr-otime, off-site employee.
the Contact Ce
They handle tasks that range from social
Don’t Let Your C
RSON continues on page 21 ››
media management and sending email
newsletters, to communicating with clients
and managing work calendars.
pliance in
B
no
woman.
e
F
The great thing about virtual assistants is
to
that their spec
act Center:
ut.
ie
ialti
es ru
nt
You can find VA’s who specialize in public
d into MELEN on a contract basis at pennies on the dollar
ency
Answering Services
and work with them for only as long as you
stomers do not like reaching voicemail. To them, it is indicative of
MELENDEZ he PCI Security Standards C a company that is too negligent or too
o
he
bus
o
Complacency
relations, customer service, web design, or
pretty much anything else you could need. YouBasically, you can use your VA as your
r
C
l
n
t
s
d
VA’s tend to be relatively affordable for
r
business owners as well. You can hire VA’s
ri
l
i
e
nes
P
emand for cloud services co
PATT surge, driven by corporation and reciprocate this consideration with
the
N
in software flexibility and sc
E
ir c
R
S
O
d
in
A
RESELLER .COM EDUcasts
Answer (www.abetter
ans
s gam
established strict guidelines f
understaffed to even take their phone calls.
that accept credit card payme Executive Vice Presidheonsttooff developments into motion
by Will Melendez,
Many times:
They won’t even leave a voicemail and you
Global Sales at Voicet4hNaettutilize contact centers—and c
may have missed out on a client’s business
(www.voice4net.com)
for resellers of contact center soluti
altogether.
One of the most practical benefits of an
compliance mandates are rigorous, y Standards Council has
compliance can be debilitating, an
answering service is that it will not give a
ct guidelines for companies
leniency being offered to violators.
dit card payments, setting a
The extent of organizations that
we
VIEW
The Latest Podcasts
PAGE 15
Organizational Design Determines Telecom Management Success
PAGE 23
Nortel Notes Telecom
D
how secure is the clo predict security pro security services will by 2019.
With recent high companies like Sony agencies, cloud secu
As we said in Aug cloud’s flexible OpE a subscription-base totally grasp the imp cloud. This can lead well-founded) fears solution. As a result, investing in the priv use of the public clo
According to one more than 1,000 em of 1,154 cloud-based
PATTE
PCI Com the Cont Don’t Let Be Foole Complac
The PCI Securit established stri that accept cre host of development that utilize contact c
A new sound
standard
When talk matters
emand for clo surge, driven
in software fle
The Sennheiser SDW 5000 Series is a flexible range of wireless headsets offering users rich and natural sound, enhanced security and triple connectivity. The two- microphone noise-cancelling system
and own-voice detection technology
work seamlessly together to guarantee exceptional speech intelligibility with every call. Manage all calls and devices with ease with this award-winning DECT headset providing a flexible choice of wearing styles and an array of smart features to increase productivity.
www.sennheiser.com/sdw-5000
ont
established yohuorswelfsaescaubreusiisntehssetchlaotuindv?esNtso surpri
By Pat Patterson, Director of
inu
ed b
in quality customer service, other patrons
Services for Avaya
predict security products and clou
will be drawn to you like bees to honey.
security services will be a nearly $
There is no doubting the role that
by 2019.
customer service plays in a successful
ud services continues to
With recent high profile cyber-a
business. While it may not be your initial
by corporations interested
concern whencyoomupfiarsntisetsarltikoeutS, o(hnoywacnadn U.S. gove
xibility and scalability. But youthinkaboaugtecnusctioems,ecrlsoeurvdicsewcuhreintyoisuinsharp
ud? No surprise, analysts
don’t have any customers yet?) it should be
and U.S. government
As we said in August, the C-suit
ducts anodf cchlioeuf idm-bpoarsteadnce to you in the early days
cloud’s flexible OpEx model (often
be a neoaf ryloyu$r 9bubsilnlieossn’s mexapraknesiton.
a subscription-based cloud service
So, how do you invest in customer
totally grasp the implications of ad profile cyber-attacks at
service?
In the followclionug dp.oThst, wisecwainll lheiagdhlitgohwt ell-found
some of the best customer service tools
well-founded) fears about the secu rity is in sharp focus.
for businesses. These tools are easy to
solution. As a result, many large co ust, theimCp-lseumitenlti,kceostt-heffeective and will go a long
investing in the private cloud, whil
way in enhancing the customer’s experience
s into motion for industries
to PCI compliance is staggering. M
enters—andcoDnEsEeHqAuWenKtINlyS,continuesonpage 9
million businesses in the United St
0619_TCReseller_PrintAd_SDW5064.indd 1
for resellers of contact center solutions. PCI
6/19/19 9:36 AM
card-based payments, through onl compliance mandates are rigorous, fees for non-
compliance can be debilitating, and there is little
leniency being offered to violators.
subject to PCI DSS (Data Security
and voice communications, and ar
T O
s n s
n a
n s a s d
9
t r
e
)
o e
r
e
p
g
s
e n l
e P V t
o o
f o
d a
a i e
S regulations. This means the market