Page 9 - Telecom Reseller July August 2018

12 Cloud Questions
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January/February 2016
Upgrade your Router
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Voice QoS, Multi WAN Redundancy, Content Filter & Network Security
CHANNEL
how secure is the cloud? No surprise, analysts
Next Gen Telecom, Mobility Globalgig Grows Channel
to champion the customer experience.
By Pat Patterson, Director of
and IT Management Insights
Program with AVANT Communications
anagement Success
Telecom
a subscription-based cloud service) but may not telco-consumer relationship––particularly within
p1-24_TR_JanFeb_2016.indd 13
05/02/2016 20:0
VIEW
Podcasts
Exceptional customer experience drives
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success for businesses in any sector. At the heart of creating that experience is an engaged
D
Telecom Reseller 13 Every Company
July/August 2018
Telecom Reseller 9
Should Ask Itself
The Newsource on UC l UCaaS l Collaboration l Mobility
Call AB 1-1600 to discuss your application. www.DrayTekUSA.com
TELECOM
COLWELL RUFFIN PATTERSON Telecommunications in the 21st
RESELLER .COM
The Newsource on UC
GE 15 PAGE 23 By Pat Patterson, Director of
TR The Latest
O Design Determines
Nortel Notes Telecom
Podcasts
Century: Using Tech12nColougdyQtuoePsutitons
Among the top 100 most trusted brands
globally, nearly every industry is represented—
except telecommunications. Why? Because
T
agement Success
Services for Avaya
VIEIEW The Latest EDUcasts
Every Company
S ● Collaboration ● Mobility
Employees and Customers First
emand for cloud services continues to surge, driven by corporations interested
in software flexibility and scalability. But
Should Ask Itself
predict security products and cloud-based
information can be difficult.
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PAGE 15 PVAIEGW E 13 TELECOM
LWELL RUFFIN
companies like Sony aInndoUva.tSio. gnoavteCranlambreiont PATTERSON
RESELLER .COM
of disruption, innovation and savviness. It all
agencies, cloud security is in sharp focus. As we said in August, the C-suite likes the
The Latest
PAGE 15
PAGE 23
boils down to one reason: the industry’s struggle
totally grasp the implications of adopting the phone coempaandiefso–r–chloaus dfascerdvhiceasvcyocnrtiitnicuisems t.o
cloud. This can lead to well-founded (and not so Beyond asuseregme, idnrgivlyenunbsyatciosfrapcotroartyioqnusailnittyerested
well-founded) fears about the security of a cloud
of
digitalisnesroviftcwesaarendflecxhiabnilniteylsanavdasilcaabllaebfiolirty. But
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solution. As a result, many large companies are cushtomw esrescutoregeist theicrlopurodb?leNmosssuorlpvreidsee, ffiancaielynsttlsy,
investing in the private cloud, while slowing their pooprleydeicqtusiepcpuerditeympprolodyuecetsoaftnednclaocukdc-buastsoemd er
use of the public cloud.
undsecrustraintydsinergv.ices will be a nearly $9 billion market
According to one estimate, companies with Wbyh2il0e1t9e.chnology is enabling innovation faster
more than 1,000 employees use an average
than eWveitrh, treelecceonmt hmiguhnpicraotfiiolenscycboemr-paatntaicekssnaotw
of 1,154 cloud-based services, “ranging from
h a v c e o mt h p e a o n p i p e s o r l i t k u e n S i t o y n t y o a u n t i d l i z U e . S a . d g v o a v n e c r e n d m t o e n o l t s ,
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PATTERSON continues on page 21 ›› i n d u s A t r s y w a e n d s a i i md p i n r o A v u e g t h u e s t e , mt h p e l Co y - e s e u i e t x e p l i e k r e i e s n t h c e e .
Telcloubdu’sinflesxsiebsleaOrepuEsxinmg othdeld(aotafteandetopololsyed as
PCI Compliance in
availsaubblesctoripthtieomn-tboarseidnvcleonutdthserevmicpel)obyueet may not
exptoertaiellnycger–a–sapntdhethiamt pstlaicratstiwonitshotfhaedcoopnttinacgtthe cenctleoru. d. This can lead to well-founded (and not so
the Contact Center: Dwell-founded) fears about the security of a cloud
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who struggled to connect the dots and extract
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on
established strict guidelines for companies customers.
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multiple different locations handling hundreds
PATTERSON continues on page 21 ›› of thousands of inbound inquiries, keeping
c
that accept credit card payments, setting a But, businesses can’t deliver exceptional
host of developments into motion for industries
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that utilize contact centers—and consequently, employees. At the time, the telecommunications
for resellers of contact center solutions. PCI company struggled with an agent adherence rate
compliance mandates are rigorous, fees for non- below 60 percent, and failed to retain historical
to PCI compliance is staggering. More than 12
HAPPIER EMPLOYEES MAKE HAPPIER
million businesses in the United States accept
CUSTOMERS
(www.voice4net.com)
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and voice communications, and are therefore tools, thehebuPsCinIeSsescwuaristyabSlteantodmaradkseCsoeunnseciolfhas
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subject to PCI DSS (Data Security Standards)
key metreisctsabcolimshiendgsftrroicmt gitusicdoenlitnaecst fcoerncteorms,panies
regulations. This means the market base for inc
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contact center solutions is similarly wide- eacthaotvuetriltizmeec.ontact centers—and consequently,
reaching.
Wf o r i t r h e a s e d l v l e a r n s c o e f d c t o e n c h t a n c o t l c o e g n y t , e e r q s u o i l p u p t i e o d n w s . i P t h C I
forceocamstpilniagnacnedmscahneddautelisnagreferaitguorreosutsh,afteeusefor non-
MELENDEZ continues on page 16 ›› precdoimcaptilviaenacneaclyatnicbse, tdhebciolimtatpinangy, awnadstahlesoreaibslleittle
e m s p u l b o j y e e c e t e t o n g P a C g e I m D e S n S t ( t D o a c t u a s S t o e mc u e r r i t e y x S p t e a r n i e d n a c r e d . s ) Thregaunlkastiotonds.igThitaisl tmraenasnfsorthmeamtioanrk, etht ebateslecforms i n d c u o s m t r p y a i n s i r e e s i n w v h e o n t n i n e g e d i t t s o e l i f m f r p o l me m t h e n e t g c r o o mu n p d l i a n t
u p —c o a n n t a d c t t h c a e t n c t h e r a n s o g l e u s t t i o a r n t s s i f s r o s i m m w i l a i t r h l y i n w . i N d e o - w ,
witrheatchheirnig.ht technology to enhance employee
performance and create a more productive
MELENDEZ continues on page 16 ›› atmosphere, customers are reaping the rewards
of engaged employees who can offer great service and exceed customer experience expectations. n
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Global Sales at Voice4Net
(WFM) technology was the answer for improving
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compliance can be debilitating, and there is little data long enough to spot trends and forecast
leniency being offered to violators. accurately within the contact center.
The extent of organizabtyioWnsilltMhaetleanredeszu,bject
-based payments, through online, mobile, By using WFM and quality management
Executive Vice President of
Global Sales at Voice4Net
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05/02/2016 20:02