Page 3 - Telecom Reseller August-September 2019

August/September 2019
Telecom Reseller 3
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industry look like in 2020 and beyond? Employees will have to shift from pushing
products and services on customers to solving their user problems. This entails employees becoming user experience
(UX) experts and understanding customer journey maps – plus defining the roles customers, employees and products play
in the overall lifecycle. Customers are an integral part of the user experience, but companies can lose sight of the longevity of a user.
5G only augments this aspect. If it does serve as a customer’s primary connection for mobile and home-based internet as expected, providers that do not offer wireless services will have to fight with mobile operators for relevancy. Competition will increase, forcing broadband carriers to focus on customer support more than ever to keep their client base.
We are seeing companies like Cox Communications invest heavily in defining memorable touchpoints and turning
them into positive experiences. They are reimaging communications to ensure messaging is clear, concise and adds value to the overall experience. This includes confirmation messaging and monthly bills.
As 5G becomes a reality, telecom companies must reframe their approach to ensure the human touch is incorporated
in the framework for sales and support. Employees are the key to creating that human touch, delivering memorable interactions to ensure customer satisfaction and harnessing AI for meaningful results, not just cost cutting automation. By engaging employees to help drive change, companies are seeing an increase in overall customer satisfaction. n
experience, transparency, and analytics. Masergy’s new ISC portal simplifies
and unifies network and application management with real-time visibility, analytics and service control purpose-built
continuesonpage 4
MEDIA PACK 2018
Editor & Publisher
Douglas Green – publisher@usernews.com Associate Publisher & Director
of Advertising
Carole Sangiorgio – carole@usernews.com Operations Manager & Assistant Editor
Amy Ralls – amyralls@telecomreseller.com Accounting
Tracy Titus – accounts@telecomreseller.com
JASON SEROTTA
equipment. All this information could have been realized with already available data. The takeaway is that data and intelligence are there, but companies need to incorporate the next human layer (real world intelligence) into AI to prevent losing touch and alienating customers.
What is the Chief People Officer and do you see it as a long-term need?
The Chief People Officer (CPO) is not your traditional human resources executive. Human resources today concentrates mainly on three areas: Benefits (including payroll), hiring and employment relations (and occasionally corporate training). Human resources has lost the journey of employees.
The CPO brings back the employee focus to better understand workforce needs for communication, internal and external growth, mentorship, guidance and support. The CPO incorporates “what’s in it for me” messaging in everything the company does. For example, a large telecom company that recently went through a national business transformation used its CPO to reframe the transformation into meaningful experiences. Each employee at multiple levels was provided clear, concise information about the purpose, timeline, and expected outcomes of the transition. The company also provided a detailed explanation of how this transformation impacted employees, as well as what was expected of them to make it successful. Without this last piece, the transformation would fall flat and money would be wasted. As companies create large-scale transformation, the CPO ensures that employees fully understand how they are affected and what they can do to drive change.
What will working in the Telecom
Simplifies network and application optimization for global SD-WAN and UCaaS
DALLAS, TX - Masergy, a pioneer in software-defined networking and leading provider of managed SD-WAN, cloud communications, and managed security solutions, has announced the next evolution of its Intelligent Service Control (ISC) portal that enhances the application user
TELECOM RESELLER
Kakapo Systems Announces Email Queues for BroadSoft
LONDON - Kakapo Systems, a developer of end user applications for the Cisco BroadSoft platform, has announced the availability of email queues for BroadSoft. This builds on the existing Unity Contact Center suite that adds Web Chat, Twitter and Call Back queues, on top of BroadSoft ACD voice queues, for a true omnichannel offering.
Designed for BroadSoft service providers, Unity Contact Center is a 100% cloud solution that can be deployed in minutes using existing BroadSoft group and user credentials. In this way, BroadSoft providers can use their existing platform investment and easily leverage new opportunities as omni-channel requirements come down market.
Steve Tutt, Marketing Director at Kakapo Systems outlines the new capability “Email is one of the most accessible customer contact routes but trying to manage shared mailbox through traditional email platforms is often totally unworkable. This solution is tailored for SMB customers, allowing them to embed email routing within their existing ACD customer service channel. Emails are delivered to Agents in the same interface they handle BroadSoft ACD calls which,
we believe, improves the overall contact experience for inbound customers”.
Kakapo believes a key differentiator is their Cloud Personas, which unifies different omnichannel conversations, thus providing
GAITHERSBURG, MD - GL Communications Inc., a global leader
in telecom test and measurement solutions, has addressed the press regarding the High Density 24-Port
HD FXO VQuadTM which supports voice quality testing, echo testing, and multi- stage dialling along with other services for testing HD and SD voice over Analog
context to the Agent when they receive the email. Tutt expands, “Personas allow us
to map the overall customer journey. For example, if they had requested a callback, then web chat a week later and a month after that they send an email. By storyboarding the overall customer journey and presenting all the previous interactions to the agent,
we can provide 360-degree context, where the Agent can drill into full transcripts
of all the customers’ previous contact
across any media.” Full email transcripts
are automatically journaled into leading CRM platforms, including Salesforce and Microsoft Dynamics. Tutt adds, “We intend to build out Cloud Personas substantially, as we believe this bridges a crucial gap between where the contact center ends and the CRM begins.”
Kakapo Systems frame email queues within their overall cloud contact center architecture for BroadSoft providers, who can now add any emerging customer touchpoints as media streams on their existing platform. Tutt concludes, “Omni- channel solutions have been available
to enterprise customers for some time. With Unity Contact Center and this
new Email queueing capability, we are making true multi-media contact centers available for all BroadSoft UCaaS and ACD customers, regardless of size.”
For more information, visit www. kakaposystems.com. n
/ PSTN networks.
[See the complete illustration
here: https://www.gl.com/images/ vquad-dual-uta-hd-web-24-port-fxo- solution.jpg]
[See the product announcement newsletter: https://www.gl.com/ newsletter/hd-voice-testing-with- high-density-analog-phone-simulator- newsletter.html]
“GL’s VQuadTM 24-port HD FXO system is an all-in-one 2U rack supporting full call control and FXO special services on 24 FXO ports along with both Wide Band (WB) and
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HD Voice Testing with High Density Analog Phone Simulator
Masergy Launches New Portal Experience Consolidating Analytics and Control