Page 1 - Telecom Reseller May-June 2018

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TELECOM RESELLER
May/June 2018
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Contact
Center Digital Transformation and CSPs: Disrupt or Be Disrupted
TESSMER
01Contact Center Digital Transformation and CSPs:
Disrupt or Be Disrupted
15TEM Host & Load vs. Managed
Services
TESSMER
The Newsource on ● UC ● UCaaS ● Collaboration ● Mobility
05 BullsEye Telecom Launches Key System for VoIP Phones
06 Enghouse Interactive’s CCSP Provides Group of Gold
Line with Flexible, Scalable Platform for Cloud Contact Center
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Aculab’s Prosody S Enhances Accuracy and Customer Experience for Brekeke’s Call Center Suite
Edgewater Networks
Out with the old, in with the new! Technology is changing our world
Tollring Makes GDPR Compliance Easy, Presenting an Exciting Opportunity to the Channel
Announces Trade Up to SD-WAN Program
LEARN HOW TO CONNECT THE DOTS
BETWEEN UC NETWORK HEALTH AND CUSTOMER EXPERIENCE
UC monitoring tells you when something breaks, but UC service management will tell you that something’s about to break – so you can act before customers notice.
VSM keeps lines open and customers connected, flagging potential problems before they disrupt customer experience.
CONTACT US:
Learn how proactive UC management trumps break-fix management, every time, from the company that manages billions of UC system transactions every month.
See how our cloud-based toolset Virsae Service Management (VSM) is changing the rules of UC service management.
www.virsae.com sales@virsae.com 1-800 248 7080 @Virsae
by Jacki Tessmer, vice president of cloud and service provider strategy for Enghouse Interactive (www.enghouseinteractive.com)
Communication service providers that embrace the latest cloud-based contact center as-a-service technologies will
put themselves in a better position to help their clients make a digital transformation that leads to new and broader revenue streams.
Two of the hottest industry catchphrases right now are digital transformation and digital disruption, both of which speak to the way technology — particularly information and communications technology — is impacting our world. For businesses, the primary objective of a digital transformation initiative is to create new and significantly broader revenue streams through the application of digital technology. While the goal of a transformation appears simple enough, the execution of such a strategy is where many companies find themselves feeling disrupted.
TELECOMS, CSPS AMONG MOST DISRUPTED COMPANIES
Widescale disruption affects an industry when companies innovate processes and entire business models so effectively that competitors who stick with the status quo way of doing things lose marketshare, profitability and customers.
One industry in the midst of significant disruption is retail. Numerous factors have transformed the consumer shopping experience, but Amazon’s unprecedented dominance is far and away the most impactful shaping influence on today’s customer journey. The eCommerce giant shows no signs of decelerating its takeover of new markets, and retailers worldwide are scrambling to adapt. The 2018 RIS/Gartner Retail Technology Study sheds light on where companies are at in their transformation process. Despite this omnipresent threat of Amazon, the study shows that while only 2 percent of retailers do not have a strategy in place, 18 percent have a desire to transform their business, 27 percent are designing a
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