Page 5 - Telecom Reseller May-June 2018

May/June 2018
Telecom Reseller 5
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technology and the digital customer experience, is at the nexus of a clear opportunity for service providers.
CCAAS AND THE CLOUD: KEY INGREDIENTS FOR A SUCCESSFUL CONTACT CENTER DIGITAL TRANSFORMATION
For quite some time, CSPs have offered a portfolio of applications to customers that complement their core telco services. A primary motivation
for providing enterprise business applications, in addition to a bundle of broadband-based data and voice services, is to reduce churn on “less sticky”
broadband service contracts and avoid customers shopping around for better rates.
Whether they know it or not, CSPs are ideally positioned to offer CCaaS by having the core infrastructure, network, and operational ability needed to deliver cloud applications as a service. They can leverage their cloud-based architectures, especially around multitenant offerings. Not only does this model allow for amortization of the platform cost across many customers, but it also helps CSPs operate, maintain, and upgrade the multitenant cloud application efficiently, passing along operations efficiency to their end-customer.
Customer expectations have evolved to the point where knowledgeable customers now dictate the experience, including the engagement
channels (e.g., mobile, social, personal) they prefer and the criteria necessary to keep them coming back. Savvy Telco’s, CSPs and network service providers have embraced this reality and are rolling out cloud contact center solutions.
By integrating CCaaS into their applications portfolios, these operators are finding the stickiness mentioned earlier by playing an integral role in helping their customers meet clients’ demands well into the future.
The cloud enables companies to be more agile in responding to their evolving technology and communication needs. Leveraging cloud- enabled contact center technology both within the CSP’s contact center, as well as creating a contact center as-a-service product offering as a
new revenue stream, embraces the objectives of digital transformation. As the CX trend matures, it’s becoming clearer that businesses have to adapt, or they will fail. One only needs to look at all the disruption happening in retail to see how dire it
is for companies to get the digital transformation and CX equations right.
Service providers that accept this reality can play an invaluable role in helping their clients embrace the customer experience revolution
by leveraging the latest cloud-based CCaaS technology and combining it with predictive analytics and best practice expertise. It’s these ingredients working together that form a winning digital transformation recipe for CSPs and their customers. ■
BullsEye Telecom Launches Key System for VoIP Phones
VoIP Key System provides an easy and efficient way to park and pick up calls between a shared set of lines
Southfield, MI - Michigan-based BullsEye Telecom, the leading national multi-location communications solutions provider, has announced the launch of its first-ever VoIP- based key system.
This new phone system allows users to park calls with the press of a single button and
also to see which lines are parked and which are currently free. The system also allows for calls to be easily picked up from any other phone regardless of physical location. This
is particularly useful for businesses such as restaurants and retail that rely on multiple phones situated throughout a particular building.
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RESELLERS
NOW EARN $1500 FOR EACH NEW CALL CENTER SOFTWARE DEMO.
CALL TOLL-FREE 1-855-273-6921 | WWW.CONTACTCENTERNOW.COM
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