Page 7 - Telecom Reseller AprilMay 2015

April/May 2015
Telecom Reseller 7
ORK
Satisfying Customer Engagement:
ETW
NHE
OF TURE
Making Audio Intelligibility a
UTJUNE 2-4 • DALLAS TIA2015.ORG
FPriority in the Contact Center

U
Join us at the TIA 2015 Conference in Dallas from June 2-4 to see niied communications and VoIP telephony W
who and what you will connect to on tomorrow’s network.
solutions have spurred a new level of HEARTY
capability in contact center and oice
environments, allowing companies the freedom
by Bill Whearty, VP, Sales and TIA 2015 Keynotes
to distribute their employees between various Marketing - CC&O, Americas, Sennheiser Electronic Corp.
locations—including in the ield or at home—and (http://en-us.sennheiser.com)
still take advantage of a plethora of messaging capabilities, including mobile tools, presence entity, then no matter how much in-house
management and call forwarding capabilities. messaging capability that company has purchased,
Companies in the ield are willing to pay top dollar they’ve received an inefective system that will fail to
for such robust functionality, accommodating accomplish its communications goals.
SUSAN JOHNSON AT&T
BRIAN HIGGINS Verizon
COMMISSIONER MIGNON CLYBURN ROBERT QUINN AT&T
FREDERICK MOOREFIELD, JR. JOSEPH KOPSER RideScout
trends such as the mobile workplace, virtualized and Sadly, resellers tend to treat the headset as
FCC
DoD
distributed call centers, and other new development mere peripheral to a UC installation, opting for
that are extend productivity.
inexpensive, low-performance models in order
However, let us keep top-of-mind the true goal of avoid adding costs to the overall system, despite
communications technology in the contact center: the fact that UC installations are oten a substantial
to provide exemplary service to the customer, investment. In doing so, these channel partners RON MARQUARDT Sprint
KATHY GRILLO Verizon
JOE CORVAIA NTT
COMMISSIONER MICHAEL O’RIELLY CHRIS PENROSE AT&T Mobility
TIM NIXON GM/OnStar
engendering a positive customer engagement undercut the value of the system they’ve sold, FCC
experience, and in turn, increasing business. negating the sophistication and advanced capabilities The outstanding keynote lineup at TIA 2015 — your Annual Conference on the Network of
Without competent technology to facilitate that are inherent in this new technology. hey fail
the Future — ofers a chance to hear about the vision and strategy of industry-leading com- panies as they look to the future of their businesses and yours. The conference will cover
superior customer service, no matter sophisticated to provide a high-performance headset to facilitate SDN/NFV, 5G, Data Centers, Connected Car, Internet of Things, Edge Computing, Smart
a company’s uniied communications technology intelligible, compelling use of that communications Retail and Mobile Backhaul — as well as the legislative and regulatory developments that
may be, that system will not fulill its potential if it system when employees interact with the outside impact all of ICT.
does not ensure a productive and positive customer world, e.g., the buying public, business partners, Educational Tracks
engagement experience.
vendors and other associates. Greater intelligibility Track 1: Next-Generation Mobile Networks: Small Cells/DAS, IoT Networks, LTE, Wi-Fi and 5G
A key element of sustaining a satisfactory encourages better ROI, resulting in reduced call
engagements with the end-customer is maintaining superior voice intelligibility through high
times, less repetition of information, and fewer dropped calls. Improved audio quality maximizes Track 2: Building New Services and Revenue in a Connected World: Enterprise Transformation, IoT and IIoT, and Uniied Communications and Collaboration
quality audio products. As consumers, we’ve all the time an operator spends with their customer, Track 3: Network Infrastructure for a Data-Centric World:: Service Provider
experienced poor customer service as a result of potentially generating more business and resolving Transformation, Big Data and Virtualization, CDNs, Edge Computing and Energy
sub-parequipment: callcenteroperatorswhoare issues in a less time. High-end headsets also provide Eicient Data Centers
indecipherable, “tininess” and “jitter” that disrupts the requisite clarity to facilitate powerful IVR
conversations, background discussions from other (interactive voice response) systems, which tend to
REGISTER FOR EARLY BIRD REGISTRATION BY MAY 5 at www.tia2015.org
agents that bleed into your own. If this is the result
of the customer’s engagement with a commercial
WHEARTY continues on page 22 ››
Carriers/Service Providers are ofered a complimentary registration to TIA 2015. Please contact events@tiaonline.org for more details.

p1-24_TR_AprMay_2015.indd 7
20/05/2015 19:26