Telecom Reseller April-May 2019

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EDUcasts Transform gDEWaD ital
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Voice QoS, Multi WAN Redundancy, Content Filter & Network Security
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successful. With that said, here are five signs
MEDIA PACK
Competitive in
ly
2018
Organizational Design Determines
Nortel Notes
CHANNEL
Should Ask Itself
The Newsource on UC l UCaaS l Collaboration l Mobility
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Call ABP at 972-831-1600 to discuss your application. www.DrayTekUSA.com COLWELL RUTFHFE NINEW PATTERSON
RESELLER.COM VIEW Podcasts
5SIGNSOF
VIEW
ASK THE
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surge, driven by ions interested
The Latest
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Matters Just As Much As
Communications Solutions to
Enterprises
predict security products and cloud-based
TELECOM
eti
companies like Sony and U.S. government collaboration are undergoing a major
TELECOM
s
on Accelerating Profitable
Prodoscore Announces the Vendor Evaluation: ‘How’
Organizational Design Determines
D10
RESELLER Program
with PCM to Bring Cloud
Nortel Notes cloud’s flexible OpEx model (often deployed as PrOodffucetrss, RFibublol nS(pwewcwt.rum employees and paInrttneelrisywshAonhnaovuengcreoswNneuwp
Prodoscore Partner
Podcasts Telecom Management Success
Services for Avaya
EDUcasts
Channel
05
security services will be a nearly $9 billion market
TheLatest
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MEJIA
HARROLD
CENTER COLWELL
PARADIGM
Every C pany
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totally grasp the imEpnlihcatniocnesmoef nadtsopting the connecteedm. Eandtefroprrcisleosudansdercvaircreisecrsonwthinouaersetno’t
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PAGE 23 As we said in August, the C-suite likes the RingCentralPartners bySStacrh2aSGtearar,SCVoPmClmouudnicationbseing driven by a newBgyenPeartaPtaiottnerosofnc,uDsitroemctoerso,f
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April/May 2019
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PAGE 15
Growth
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See page 10
UFFIN
PATTERSON
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leniency being offered to violators.
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ne 5AS-itTgahntese-oAf capitaWlizitahtiroenc,eannt dhihgahsprreocfielnetlcybtuern-aetdtaicnks at
solution. As a result, many large companies are
andholewssseccoumrepeistithiveec. loud? No
surprise, analysts
investing in the private cloud, while slowing their Tpwrieldioicht assecduisrrituyppteroddtuhcetswaonrdldcolofuedn-tbearpserdise
use of the public cloud.
comsemcuurnitiycasetirovnicse, sbwuildl ibnegaanbeuasrliyne$s9s bvialliuoendmarket
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PCI Compliance in
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the Contact Center:
poswiteilol-nfotuonodwend)tfheearnseaxbtoguetntehreatsieocnuoriftyreoafl-aticmloeud comsomluutinoinc.aAtiosnasre(RsuTltC,)mdaenlyivlearegdevcioamspoaftnwieasreare
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by Will Melendez,
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e
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efficiently and improve customer satisfaction.
Be Fooled into
he PCI Security Standards Council has
Recently, my colleague Josh Mejia,
established strict guidelines for companies
Collaboration Practice Manager at PCM,
Complacency
that accept credit card payments, setting a
contact centers
J
O
.H
that utilize contact centers—and consequently,
es
compliance mandatesVaProefrBiugsoinreosussD, efeveslofpomrenot,n-
a “nice-to-have” solution—from investment
M
compliance can be debilitating, and there is little
banks to retail sto
G
and I were talking about the importance of
host of developments into motion for industries
aid
has clients, customers, or users, then you need
for resellers of contacbt ycePantreicrksJolgugteiorsnts, E. xPeCcuItive
a contact center.” I think he’s spot on. It’s not
E
e
qu
Global Sales at Voice4Net
G
, “If
yo
L
ribboncommunications.com)
Modern organizations recognize the
The extent of organizabtyioWnsilltMhaetleanredeszu,bject here are many good reasons to upgrade
positive impact their contact centers can
to PCI compliance is staggering. More than 12
nti
C
aa
Sl
llab
03 PAGE 13 VPIEAWGE 15
Get More from Your Paging
08
Daily
Phonesuite Certifies ScanSource Launches
System with the 300AE
by 2019.
Interoperability
Paging Horn by Viking with Snom D7XX Series SIP Partner Program Focused
News
LWELL G
A
With recent high profile cyber-attacks at nterprise communications and
O
R
E
First Corporate-Wide
agencies, cloud security is in sharp focus. transformation. To a large extent, this is
Telecom a subscription-based cloud service) but may not
ribCbonmcomumnunicicationns.scoSmo)lutionmobile first, cloud first and who are constantly
Through CenturyLink’s Marketplace
Tools and Partner Portal
cloud. This can lead to well-founded (and not so adaptingsfuarsgtee,ndoruivgehn tboyccuosrtpoomraetriodnesminantedrsesftoerd
well-founded) fears about the security of a cloud w serviincessoaftnwdarceapflaebxilbiitliietsy rainskd bsceacloambiilintyg. lBesust
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››
li
e
c
ip
rpo
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E
Ribbon Communications (www.
e
n
ped
wit
R
N
Executive Vice President of
real time communications (RTC)
have on customers and are investing more
million businesses in the United States accept
Global Sales at Voice4Net
networks and platforms, which are
to improve them. According to Deloitte’s
-based payments, through online, mobile, impacting the way Communications Service
Global Contact Center Survey, 88 percent of
and voice communications, and are therefore Providerhse(PCCSIPsS)ec–uarnitdy tShtaenednatredrsprCisoeusntchiel yhas
organizations cited improving the customer
subject to PCI DSS (Data Security Standards)
serve – aersetapbllaisnhneidngst,rbicutdgueitdinelginfoesr faonrdcoromllpinangies
experience as the main driver for growing
regulations. This means the market base for tpurethInatearcncetpPtcroretodcitocla(rIdP)paeynmvieronntsm,senttisn.ga
ou their contact center operations. Today,
companies who need to implement compliant
Ahos stthoefdiegvitealol premvoenluttsiiontoacmceolteiorantefos racinrodsustries
customers can turn to many competitors
contact center solutions is similarly wide- evetrhyatausptieliczteocfohnotawctwcenlitveersa—ndanwdocrokn, IsPeq- uently,
if they don’t get the service they need, so it
reaching.
basfoedr rsesrevlliecres oafrecodnistaructpctiengtehroswoluctoinonsus.mPeCrsI
makes sense to see this level of commitment
andcobmupsilniaenscsesmcoanmdmatuesnaicraetreigaonrdouens,gfaegees for non-
and focus on customer interaction. As the
MELENDEZ continues on page 16 ››
in compmliearnccee. Fcaronmbemdoebilietatpinpgli,cantidonthsetroe is little
marketing axiom goes, it’s cheaper to retain
omlenniciehnacnynbeleicnugstoffmereerdsetorviicoel,aatonrds.from web-
an existing customer than it is to acquire a
centrThic e-ecxotmenmt oerfcoergsoanluiztiaotniosntsot“heavtearryethsuinbgjeacst
new one.
a steorvPiCceI”cboumsipnleiasnscaepipslisctagtigoenrsindge.lMiveoredthvaiant1h2e
Chances are, there are things you could be
clomudil,lieovnerbyutshiinegssiesscihnatnhgeinUgn. ited States accept
doing differently, or that you can start doing
Tcaerledc-obmasecdarpraieyrms eantds,etnhtreorupgrhiseosnulined,emrsotabnilde,
to help your agents and customers to be more
theaynmd vuosticme coodmermniuzneitcoatrieomnsa,iann(doarrbeetchoemreefo)re
masrukbejtelcetatdoePrsC. IODnScSe (dDigaitalStercaunrsiftoyrSmtantidoanrdals)
of a modern, state-of-the-art contact center:
prorjeegcutlsagtieotnusn. Thderiswmaye,acnosnttheendminargkwetitbhaslegfaocry
l An omnichannel management solution tecchonmolpoagniieessawnhdoinfereadsttrouicmtuprlemiseontecofmthpleiant
l Key performance indicators (KPIs) bigcgoenstaocbtscteanctlersstohleuytifoancse.isThsiemgiolaorldynweiwdes-?
l Self-service options for problem Threeraecihsinog.needto“ripandreplace”legacy
resolution
phone systems – or any other technologies – to
l Analytics tools
MELENDEZ continues on page 16 ››
leverage software-driven RTC advantages.
l A partner with contact center expertise
JOGGERSTcontinuesonpage 10 ›› continuesonpage 4
ur
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Be Fooled into
en c s
MEJIA
ing their
use of the public cloud.
GERA continuesonpage 10 ›› According to one estimate, companies with
more than 1,000 employees use an average
CLoemgplaceyncy
Paul Harrold, Vice President of
TinTth
MELENDEZ
by Josh Mejia, Manager
of 1,154 cloud-based services, “ranging from
Collaboration Engineer, PCM and
PATTERSON continues on page 21 ›› Collaboration, PCM
Modernization
(www.pcm.com)
PCI Compliance in
and Integration
the C
T
r
h
the
riven
:
ganization
DEZ
05/02/2016 20:02
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