Page 13 - Extra Report on Avaya Q2 2014

Telecom Reseller: Extra Report on Avaya 13
Second Quarter 2014
Avaya IP Office + Enghouse Interactive Communications
What’s more is that selling VoIP and UC (unified
Center + Quality Management Suite = Healthy UC Margins
communications) provides VARs and MSPs with
an invaluable stream of monthly recurring revenue.
Following is a Q&A with John Cray, VP Marketing,
AEnghouse Interactive, discussing the opportunity
for IT solution providers to sell high-margin Q&A with John Cray, VP Marketing for l Always being open to discussing problems l Acknowledging customer complaints (even if
Enghouse Interactive Communications Center Enghouse Interactive (parent company of with customers. the customer is wrong).
(formerly known as Zeacom Communications Zeacom) l Listening carefully and giving due l Providing customers and complaint handlers
Center) and Quality Management Suite software on Savvy organizations are discovering the vital role consideration to the reasons behind customer access to someone who can mediate when an
the Avaya IP Office platform.
contact centers play in building long and successful dissatisfaction.
impasse is reached but an ongoing relationship is
Q: What makes this bundled offer a better relationships with their customers, including:
l Being personable and caring.
still necessary.
opportunity for authorized resellers?
A: In addition to receiving between 25% and
35% discounts off of the normal list price, partners can have assurance that they’re selling their clients IntelliSIP TM
the best, most powerful, and highest value contact
center and unified communications solution in
the market bundled with an industry-leading IP
telephony and UC platform.
Q: What exactly is included in this bundle?
A: Communications Center is a comprehensive The
multi-channel contact center solution that includes
IVR (interactive voice response), routing of all
forms of communication in a universal queue, Intelligent
productivity tools for agents and supervisors,
and detailed management reporting. EICC also
boasts a unified communications component,
featuring voice mail, unified messaging (e.g. voice Way to Grow
mail in mailbox), IM, rich presence, enterprise
user communication tools, and full management
reporting.
Your Telecom
The Quality Management Suite includes an
IP call recording solution with 100% compliance
recording, triggered, selective or scheduled recording, and features such as record on demand.
Additionally, the suite enables contact center Business
administrators to record users’ desktops – by
window or application – selectively or in total, as
well as evaluation templates and reporting to grade
performance on calls and to coach users/agents on
improving the customer experience.
IP Office comprises Avaya desk phones or soft
phones, plus a communications server/PBX, email Make Industry Leading Commissions
server, and web server. More than 200 midmarket
customers are currently using Enghouse Interactive Add a New Recurring Revenue Stream
solutions for Avaya IP Office, representing 11,000 Cut Every Customer’s Phone Bill by up to 70%
active users and 4,000 contact center agents.
Q: Besides the cost savings, what makes this It’s a Win-Win Proposition
bundled solution better than other contact center
offerings?
They Get New Features and a Lower Phone Bill
A: There are five specific benefits that VARs/ You Get a New Recurring Revenue Stream
MSPs can realize with this offering:
Contact Center and Unified Communication functionality are seamlessly integrated on one
system, using one server. This offering provides Up to 40 Million Lines will Convert to VoIP by 2015
multichannel handling of any and all forms of
communication with universal queuing (not merely Don’t Miss the Boat!
hunt groups). It includes streamlined user interface,
customizable tools for reporting, and real-time
metrics/management available for IP Office contact
centers (live demos available). This bundle includes Dealers Contact Us @
fully integrated tools for call recording, knowledge
management and agent scripting. Plus, tablet and 888.324.2334
smartphone analytics and controls are included. It’s
built for the midmarket. This robust offering can
be deployed in a matter of weeks, and comes with Certified Interoperability with:
training, technical and administrative support.
Q: How can partners take advantage of this
Avaya, Toshiba, Panasonic,
promotional pricing?
BUSINESS PHONE SERVICE & SYSTEMS
Microsoft Lync Express by Sangoma
A: For a limited time, partners can receive
additional margin off of software list price when
you sell Enghouse Interactive Communications Center or Quality Management Suite. Solutions
Engineers can earn additional incentives on the
total cost of a single solution or bundled software
licenses (i.e. Communications Center and QMS
together). Contact your Enghouse Interactive www.voicecarrier.com
account manager to learn more.

SOFTEL Communications delivers innovative business solutions through the
integration of unified communications/collaboration, contact center, IP telephony,
speech technologies and social media applications. We enhance customer service
through a combination SOFTEL-branded and partner products for the enterprise or
as managed services solutions, across the Americas and EMEA.

Soft Risk, Hard Results Contact us at 877 4SOFTEL, by email at moreinfo@softel.com on our website
at www.softel.com or on Twitter @SOFTELnews

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