Page 5 - Skype Buzz Q3 2016

3rd Quarter 2016
SkypeBuzz by Telecom Reseller 5
options available to them, determined by where they live. ey are going to use the provider who o ers the best care, with the best service, regardless of location.
is is where telehealth solutions, enabled by an Enghouse Interactive contact center and Skype for Business, can dramatically impact patient care. A study by PWC Health Research Institute shows: 72% of people between 18 and 44, and 43% of people over 45 are willing to use telehealth services such as video conferences for their care. On the healthcare provider side, according to the results of Managed Healthcare Executive’s 2015 State of the Industry Survey, reviewing the top 5 healthcare provider challenges of 2016 states: 60% of healthcare providers
are expanding their customer experience improvement initiatives.
Healthcare payers, including CMS – Medicare and Medicaid, have also caught on where they are paying hospitals more when patients stay healthier, have higher patient satisfaction scores, and reduce unscheduled readmissions. Take for example, the use
of Accountable Care Organizations and Mandatory Bundled Payments; improved coordination of care from the contact center can result in larger payouts to hospitals. Many hospital systems are already seeing tens of millions of dollars in savings through these programs as stated in Becker’s Hospital Review’s “100 Accountable Care Organizations to Know – 2015.”
Enghouse Interactive o ers an extensive range of solutions for Microso Skype for Business, including Operator Console, Contact Center, Quality Management, Mobile IVR and Real-time Speech Analytics, to help organizations improve communications, productivity, and e ciency. Utilizing UCMA and Trusted Conferences to interoperate with
‘Enghouse Interactive provides its small, medium and enterprise clientele with the omni-channel contact center tools to elevate levels of service and care, while lowering costs and operating expenses. Agent empowerment is the hallmark Enghouse Interactive’s portfolio.’
Skype for Business, Enghouse Interactive delivers a user experience that extracts the advantages of Uni ed Communications into the contact center for improved service that is scalable, extensible and reliable.
e company works diligently with Microso engineers through Microso ’s Technology Adoption Program (TAP), to align its portfolio with Skype for Business development and customer needs.
Fully integrated with Microso SfB, Enghouse Interactive Operator Console for SfB combines an intuitive call handling interface with SfB’s powerful uni ed communications (UC) capabilities. Real time presence and calendar information, coupled with Active Directory integration, provides e ective
call control, line usage, improved failover,
and empowers operators with the tools to identify, prioritize and route calls quickly and professionally. Enghouse Interactive Operator Console for SfB also integrates with Microso Dynamics CRM and O ce365.
e Operator Console works within Enghouse Interactive Communications Center (CC), an omni-channel contact
center platform. By combining the Operator Console product with Communications Center, a business can unify queuing, routing, omni-channel interaction management, and comprehensive analytics for agents, operators and managers in a single platform. Now
certi ed on Skype for Business 2015 and natively integrated, the Operator Console and Communications Center ensure that each call remains in the Skype for Business environment every step of the way. is level of integration eliminates the need to trunk in and out to a third-party PBX.
“A critical element in helping organizations successfully adopt Skype for Business is
the ability to create migration strategy roadmaps,” states Ernie Wallerstein, President of Enghouse Interactive - Americas. “Our solutions support most leading telephony platforms systems using their native architecture, allowing customers to pilot, prove and migrate their contact center to Skype for Business at their own pace.”
Enghouse Interactive provides its small, medium and enterprise clientele with the omni-channel contact center tools to elevate levels of service and care, while lowering costs and operating expenses. Agent empowerment is the hallmark Enghouse Interactive’s portfolio. Each solution features user-friendly interfaces that empower operators, contact center agents and supervisors to utilize inbound and outbound interactions, coupled with SMS, email, chat, video, IVR, Mobile IVR, quality management, contact recording and real-time speech analytics.
Visit www.enghouseinteractive.com to learn more. ■
DOUG GREEN, CONTINUED FROM PAGE 1
CHRISTIAN STEGH, CONTINUED FROM PAGE 1
end of the circuit to a Microso network element. From there, tra c is on Microso ’s high speed network on its way to the data center where the organization’s Skype tenant sits. e diagrams on MSFT’s page show the before/a er ExpressRoute topology. ere are several locations where the certi ed carriers connect to Microso ’s network. Notably but unsurprisingly, Equinix’s footprint nearly perfectly matches MSFT’s connected locations.
THE REQUIREMENTS
FOR SKYPE VOICE
First of all, rms have been using Skype for Business Online for years without ExpressRoute. e public Internet has been ne for Skype meetings, screen sharing, and of course IMs. Skype’s adaptive codecs change on the y when network conditions change, so voice quality is optimized, even in lossy networks. Most O ce 365 customers’ Internet connections will be able to meet requirements for performance. ere are some instances where networks may not meet the requirements, in which case purchasing more bandwidth, improving network con gurations or equipment, or in some cases using ExpressRoute will be necessary.
Enabling and Microso ’s guidance is to perform a network assessment, and focus on meeting
the Skype for Business network performance requirements. Enabling’s network assessment service uses tools that analyze internal network performance, and that estimate bandwidth and performance over the open Internet. With that data in hand, we collaborate with customer’s network engineers to ensure the network is tuned for optimal media performance in O ce 365. If ExpressRoute is deemed necessary, there is some DNAT/SNAT con guration work needed to connect, and two additional expenses (one from Microso , one from the service provider), but it will allow QoS tags to ow from a client machine on an organization’s LAN all the way into Microso ’s high speed global network. ■
CallCabinet’s Atmos awarded TMC 2016 Communications Solutions Product of the Year
CallCabinet’s Atmos Recognized for Exceptional Innovation
Boca Raton, Florida (19 August 2016) — TMCnet, a global media company focusing on the Telecommunications Industry, has awarded CallCabinet’s Atmos with its 2016 Communications Solutions Product of Year Award. Atmos is a exible, cloud based Call Recording and Quality Management System.
Atmos provides clients with a compliant call recording solution based on a pay- as-you-grow (SaaS) business model. With Atmos customers can easily store, retrieve and search for call recordings through its
exible HTML5 web-based portal, all of which are essential features for customers relying on call recordings to monitor productivity, perform dispute resolution as well as elevate customer service.
Atmos integrates seamlessly with Microsoft Skype for Business, Asterisk, Boradsoft and a multitude of telephony systems and devices available in the market today.
Atmos makes it easy to access recordings from any device with an Internet connection.
Because of its scalability Atmos can be deployed in organizations with as little
as 2-3 users as well as in businesses with thousands of employees.
“Atmos continues to make waves in the market raking in its sixth award in less than a year. Its exibility, scalability, lower cost point and exible billing are proving to be real bene ts for customers who are increasingly needing secure and compliant call recordings,” states Ryan Kahan, CEO at CallCabinet.
“We are delighted with the TMC award as it once again demonstrates that our Atmos product is not only changing the way that calls are recorded, but that it also directly reaches the multitude of customers looking
providers actually provide such solutions. Clarity Connect is one of the products that
meet Gartner’s de nition of a native integration with Skype for Business. Native contact centers o er a host of bene ts, including stability, ease of maintenance, ease of use and employee mobility. Most important, native products give full
access to presence, IM and screen sharing. is facilitates internal collaboration for helpdesk use cases, and well as quick access to subject-matter experts for escalation in a contact center use case.
Clarity Connect is a robust contact center solution built exclusively and natively for Skype for Business. Being a native application to Skype for Business enables Clarity Connect to add functionality to Skype for Business without duplicating or complicating infrastructure or call control. Clarity Connect has been successfully
for compliant call recording solutions in the market today.”
“Congratulations to CallCabinet for being honored with a Communications Solutions Product of the Year Award,” says Rich Tehrani, CEO, TMC.
“Atmos is truly an innovative product and is amongst the best solutions brought to market in the past twelve months that facilitates business-transforming voice, data and video communications. I look forward to continued excellence from CallCabinet in 2017 and beyond.” ■
For more information visit www. callcabinet.com and www.tmcnet.com.
deployed in a variety of environments, with high-pro le clients in nance, education, healthcare, retail and many other verticals. Learn more at http://connect.claritycon.com.
1 Gartner, Market Guide for Microso Skype for Business Contact Center Partners, Bern Elliot, Drew Kraus, 09 August 2016
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed
as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or tness for a particular purpose. ■
Clarity Connect Listed by Gartner as Representative Vendor in Skype for Business Contact Center Industry
CHICAGO, IL - Clarity Connect has been identi ed as a representative vendor in the Skype for Business contact center industry according
to Gartner’s recent Market Guide for Microso Skype for Business Contact Center Partners1.
“We are excited that Gartner listed Clarity Connect as an o ering in the Skype for Business contact center industry,” said Jon Rauschenberger, CTO at Clarity. “Years ago, we invented the rst native contact center product for Lync, and have long known Skype for
Business is a great platform for contact centers. It’s great to nally see substantive research published for this growing and important market.”
Gartner’s report gives the Skype for Business contact center industry an authoritative source of information for selecting vendors, including how they are built for – or connect to – Skype for Business. Namely, the report de nes what it means to be “native,” “integrated” and “connected,” what the bene ts are, and which