Page 4 - Telecom Reseller April-May 2019

4 Telecom Reseller
April/May 2019
RingCentral Partners with PCM to Bring Cloud Communications Solutions to Enterprises
BELMONT, CA - RingCentral,
Inc. (NYSE:RNG), a leading provider of global enterprise cloud communications, collaboration and contact center solutions, has announced a partnership with PCM, Inc. (NASDAQ:PCMI), a leading technology solutions provider, to bring cloud communications solutions to enterprises across North America and the UK.
“As a leader in cloud communications, RingCentral is a very strong addition
to our growing Collaboration practice, which is focused on designing, implementing and managing the most efficient Unified Communications
(UC) solutions for our customers,”
said Paul Harrold, vice president of
the collaboration practice at PCM,
Inc. “We’re excited to partner with RingCentral as we continue to build out our UCaaS and collaboration go-to- market portfolio.”
As a leading multi-vendor provider of technology solutions, PCM works with small, medium and enterprise businesses, state, local and federal governments as well as educational institutions across the US, Canada
and the UK. PCM will work with RingCentral to continue enabling its enterprise customers to drive tighter collaboration among their employees and sales teams, as well as enhance overall workforce productivity resulting in better business outcomes.
“Our partnership with PCM
further strengthens our ability to
reach enterprises as we continue to expand upon our award-winning channel partner program,” said Zane Long, SVP of global channel sales, RingCentral. “The tide has shifted and enterprises are moving away from their legacy on-premises systems to cloud communications solutions for increased mobility, more robust collaboration capabilities, and global scalability. We look forward to working closely with PCM as they enable their enterprise customers’ sales teams to be cloud-first.”
RingCentral works with world-class distributors, master agents, channel partners, and carrier partners to deliver cloud communications solutions to businesses around the world. Ranked in the CRN 5-Star Partner Program Guide for four years in a row and recognized as a leader in the Gartner 2018 Magic Quadrant for Unified Communications as a Service Worldwide, RingCentral provides mobile-first voice, video meetings, team messaging, digital customer engagement and integrated contact center solutions as a complete seamless experience. Easier to manage and more flexible and cost-efficient than legacy, on-premises communications systems, RingCentral’s cloud solutions meet the needs of today’s mobile and distributed workforce.
More at http://www.pcm.com/ home and www.ringcentral.com/ partner/overview.html. n
MEJIA & HARROLD
continued from page 1
Solutions with AI and IVR can help to quickly navigate customers to FAQ menus and the answers they need without human interaction. This means cost savings for your call center and increases agents’ efficiency.
To be clear, automation tools and AI aren’t meant to replace live agents—rather, they are meant to handle the common, easy-to-solve customer issues that can eat into a live agent’s time when it could be better utilized on more pressing tasks.
Analytics tools
In running your contact center, you will create, receive, and store large volumes of data. To make good use of this data, you need an analytics and reporting solution. This helps in two ways. First, it provides agents with historical and real-time data pertaining to their customer. Second, it makes it easier to evaluate performance against your KPIs.
Organizations have been implementing analytics into many of their business functions, and their use in contact centers
is gaining momentum. Gartner research shows that by 2020, 40 percent of all data analytics projects will relate to some aspect
of the customer experience. There are many analytical tools that come with rich reporting features out-of-the-box. Whatever your established KPIs may be, you can create custom dashboards to show the most relevant data.
A partner with contact
center expertise
Having an experienced partner to guide
you through contact center improvements
is invaluable. Those that specialize in communication and collaboration systems can eliminate the time it would take for you to research and procure the right solutions. Bringing in a partner with expertise can
help you significantly reduce risks and costs of implementing a new solution. A partner practice made up of seasoned veterans will have a breadth of experience to draw from and present to you the best option based
on your industry and business operations. Look for partners with a practice dedicated
to contact center solutions, and certifications such as the Unified Contact Center Enterprise (UCCE) Certification from Cisco (only 30 Cisco partners worldwide have this).
Optimize what you have
Your contact center is critical to running your business efficiently and keeping customers happy, making it imperative to keep it up to date. Develop contact center solutions with a focus on uptime and redundancy and offers voice and contact center managed services
to ensure script and workflow changes happen seamlessly. If your contact center is not representing your business in the way it should, an in-depth assessment may be needed. n
with complex intercarrier relationships
to support least cost routing, revenue generation, quality assurance and capacity management.”
CSG‘s Wholesale software as a service (SaaS) product suite is available as an end-to-end solution, or one that is specifically tailored based on business need. It encompasses five standard offerings: trading, routing, QoS assurance, inter-carrier billing and settlement. It is designed to help customers protect and improve interconnect margins and enhance the customer experience through comprehensive billing, rating and revenue management.
More at csgi.com. n
Patton Expands SmartNode CPE Portfolio with 1,000-Session eSBC
An omnichannel management solution Customers have more communication channels than ever before. To better serve them, you need to provide all the channels they use for the optimal customer experience. “Voice is still the leading channel in the majority of contact centers, but most
are in the process of, or desire to begin, implementing additional channels like email and chat,” says Josh Mejia.
It’s crucial to have an omnichannel
strategy and solution in place to centralize the management of customer channels and information. This means going beyond traditional channels such as phone and email and offering options such as website chat, video chat, and even SMS text messaging. Offering these channels, and effectively managing them, can have huge implications. According to PwC, 73 percent of people point to the customer experience as an important factor in their purchasing decisions.
It pays, quite literally, to be conscientious of how your customers interact with your organization. Companies such as Cisco and NICE inContact offer solutions to make omnichannel management less daunting. By implementing an omnichannel solution, you can consolidate channel management and connect your front-end and back-end business systems. This, in turn, provides the customer with a consistent experience and enables you to see all customer data in one place.
Key performance
indicators (KPIs)
Establishing specific, measurable KPIs can help you to evaluate the performance of
your contact center. KPIs like first contact resolution percentage, average speed of answers, and customer satisfaction are just a few to implement for a better understanding of your contact center efficiency and effectiveness. Additionally, there are KPIs that are more agent-focused rather than customer- focused, such as agent turnover rate, agent occupancy, and daily agent absenteeism.
Establishing KPIs that speak to both agent performance and customer satisfaction
can provide you with actionable data and
a baseline for your overall contact center performance.
Self-service options for
problem resolution
By implementing self-service options in your contact center, your organization can slash the amount of issues requiring agent intervention. Automation tools, artificial intelligence
(AI), and interactive voice response (IVR) systems can handle basic inquiries quickly, without having a live agent get involved. “A well-designed call flow can both automate many common customer interactions and streamline the process of getting a customer to the best agent for the situation,” says Mejia.
origin-based rates, CSG has added a new A-Number Rate capability to its Wholesale suite of products. It helps carriers tackle the processes involving areas including convoluted price lists, constantly evolving carrier agreements and destination rates.
“With the addition of origin-based rates, carriers are faced with a multitude
of challenges when routing and billing multiple rates for a single destination,” said Chad Dunavant, head of global product management, CSG.
“To ensure the best rates and deliver high quality service to customers on every route, CSG’s A-Number Rate capability takes control of the manual processes associated
Supporting up to 1,000 concurrent VoIP calls, the SmartNodeTM SN5600 is four CPE in one device: eSBC, access router, QoS server, and PacketSmartTM monitoring agent GAITHERSBURG, MD - Patton - manufacturing high-quality network equipment in the USA for over 35 years
- has announced the soon-to-be released SmartNodeTM 5600 eSBC (enterprise session border controller) for medium to large enterprises.
For companies that need more than 200
but less than 5,000 concurrent SIP-to-SIP sessions, the SN5600 VoIP customer-premise equipment (CPE) hits the spot. The x86- based device supports up to 1,000 concurrent
New Csg Capability Helps Carriers Address A-Number Rates Greenwood Village, Co - Csg
(NASDAQ: CSGS), the trusted partner
to simplify the complexity of business transformation in the digital age, has announced the availability of a new capability to help carriers facilitate the trading,
SIP-to-SIP VoIP sessions.
“SIP telephony is the new standard,” said Marc Aeberhard, SmartNode Product Manager. “Enterprises are moving to SIP trunking and hosted IP-PBX solutions en masse. The new SN5600 is the perfect eSBC for in mid-to-large enterprises that want to implement an All-IP solution.”
Actually, the SN5600 is much more than just an eSBC. The new SmartNode VoIP CPE does the work of four devices in a single customer premise unit:
In addition to providing the obligatory
To read further visit
https://wp.me/p2Q636-wE2
routing of and settlements of calls based on A-Number Rates.
Regulation of price structures for intra- European Union (EU) calls has resulted
in price differentiation depending on call origin. Therefore, calls that terminate in European countries, which make up nearly 20 percent of the world market, are subject to multiple rates called A-Number Rates, which are calculated based on the call’s destination and its origin. The result has dramatically increased the complexities surrounding the trading, routing, and settlement of wholesale traffic.
In order to help carriers manage the intricacies and regulations behind