Page 3 - Telecom Reseller September-October 2019

September/October 2019
Telecom Reseller 3
THE LATEST
DAVID ALLISON ALAN DAMON
PORTNOWITZ SMITH PERCY BURTON
TECH BLOGS
TR
SUBSCRIPTIONS & CIRCULATION
SE 28th Street, Vancouver, WA 98683 Call: 561-732-2335
E-mail: publisher@usernews.com
ADVERTISING
Call: 360-260-9708
Toll Free: 800-667-8965
E-mail: publisher@usernews.com
NEWS DEPARTMENT
Please e-mail articles and press releases as attachments in Microsoft Word format to editor@ telecomreseller.com. Suggested length is 250-300 words. At the end of the article, please provide contact information. Do not send graphics. We reserve the right to edit for content and length. For further clarification, please visit www.telecomreseller.com and click on Submission Guidelines. Our Editorial Calendar (also online) is useful for appropriate subject matter.
Editor & Publisher
Douglas Green – publisher@usernews.com Associate Publisher & Director
of Advertising
Carole Sangiorgio – carole@usernews.com Operations Manager & Assistant Editor
Amy Ralls – amyralls@telecomreseller.com Accounting
Tracy Titus – accounts@telecomreseller.com
Graphic Design
Raspberry Jam Publishing
www.raspberryjampublishing.co.uk
The publishers of this newspaper assume
no responsibility for statements made by advertisers. in their advertisements, nor do they assume responsibility for statements or opinions expressed or implied in the columns of this newspaper.
TELECOM TELECOM
RERSESEELLLER
PATRICK MAHON
Customer engagement features such as IVR, call routing, or appointment reminder applications can be easily deployed in
any small- or mid-size business, driving efficiency for customers. This, in turn, elevates the partner-customer relationship, increases stickiness, and positions
the MSP as a trusted advisor who can
offer feature-rich, advanced, and fully customizable UCaaS solutions, as opposed to commoditized telephony services.
How to Find CCaaS Business
To take advantage of CCaaS sales opportunities, MSPs must learn to recognize where they occur.
Non-traditional contact centers present themselves with great frequency in the small business market. The problem is that those businesses—and even most solution providers—don’t realize it.
Almost every company has some workgroup or department that can benefit from customer engagement solutions. Perhaps it’s a software company that runs a small help desk and must intelligently route incoming calls to the appropriate agent. It could be an appliance repair company that must maintain reliable communication with its field-based technicians to process work orders. It could even be a medical clinic that has an accounts receivable department that must instantly retrieve invoices and documentation whenever a patient calls
in with a question. In these and countless other scenarios, workgroups can leverage advanced contact center technology to deliver the level of service that savvy customers demand.
As an MSP, you can help your customer identify these workgroups within their own organization, and recommend solutions that will improve their business processes, allowing their employees to work far more effectively. These workgroups are by no means rare. Most MSPs likely have a list of existing customers who already fit this bill, providing a ready-made base waiting to be up-sold.
Additionally, your CCaaS solution should also incorporate over-the-top capabilities so your addressable market of customers is not limited to a single proprietary environment. An engagement solution should be
easily deployed in any major unified communications environment. There are lots of opportunities out there, you don’t want to miss out on any of them.
continued from page 1
Asking the Right Questions
So how do MSPs generate meaningful conversations with their customers, and educate them on the profound benefits offered by customer engagement solutions? Once an MSP masters the nuances behind selling contact center solutions, it opens the door to opportunities that will strengthen customer relationships and increase revenues.
The key to identifying where customer engagement can fit in to a workplace begins in the discovery phase. It’s imperative to
ask questions. Your vendor can provide
the insights and expertise to help MSPs recognize when and where their end- customers are currently practicing customer engagement—or if they’re not, where it makes sense for their business model.
Find out the type of “call treatment” the company is currently conducting. How are calls being routed? What happens to calls that are missed? Is there an opportunity
to add automation or an interactive voice response to address basic questions or fulfill low-level tasks? Are there opportunities
to integrate contact center solutions with CRM to provide more streamlined access
to customer data during calls? Can the company benefit from an outgoing SMS broadcast capability?
Delivering Capabilities, Building Trust
Remember, a successful CCaaS initiative is not about convincing the end-user to add contact center services. It’s about finding the areas where your customer can best benefit from these offerings.
Your role is to teach them how they can leverage these capabilities to improve their own efficiencies while reducing operating expenses and delivering a better customer experience. This is the inherent value of contact center solutions, and it’s a message that will truly resonate with customers. And, of course, the trust it fosters will lead to even more business.
Selling contact center solutions successfully requires education and commitment—from both partner and vendor. Make sure your provider recognizes the great variety of opportunities that exist in delivering contact center capabilities. Demand they help you learn to identify
the right environments, and offer the appropriate solutions to optimize these lucrative business opportunities. n
Connect with Viking Electronics on All Your Favorite Social Media Channels!
HUDSON, WI - Join the growing Viking Electronics community on YouTube, Facebook, Instagram, LinkedIn and Twitter to connect with other Viking Electronics fans and get the edge on all things Viking.
“We recently held a contest for free Viking Electronics T-shirts that led up to the unveiling of our new mascot, Vin the Viking. It has been fun seeing the response and watching the community grow.” – John Hepokoski, Purchasing and Social Media
Like, follow, and subscribe to Viking Electronics on social media:
l Facebook: @VikingElectronics or https://www.facebook.com/ VikingElectronics/
l Twitter: @VikingElectron or https:// twitter.com/VikingElectron/
l Instagram: @VikingElectronics or https://www.instagram.com/ vikingelectronics/
l LinkedIn: https://www.linkedin.com/ company/vikingelectronics/
l YouTube: https://www.youtube.com/ channel/UCx14qoe2i39qTWRF--I3DAg
Viking Electronics engineers and manufactures over 500 security and communication products in the USA. Products include Emergency Phones,
Entry Systems, Paging Interfaces, Mass Notification Systems, Hotline Phones, Autodialers, Enclosures and more. In addition to their extensive analog line, Viking offers a large selection of IP products that are SIP compliant. Based in Hudson, Wisconsin, Viking’s 50+ year legacy is built on reliability and electronic innovation. Viking manufactures products that are designed to last and they offer many of their products in Enhanced Weather Protection. Providing free lifetime product support they also back their products up with a two-year limited warranty. For more information, please visit: www.vikingelectronics.com n
Poly Introduces the Next Generation of Savi Wireless Headsets
Poly is the First Enterprise Headset Company to Offer a DECTTM Headset with Active Noise Canceling
Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, has announced the next generation of the company’s lineup of popular Savi wireless headsets. The
enhanced Savi Office and UC Series will offer more wearing styles, plus features to help with working in noisy office environments.
“People will always need the ability to focus,” said Tamara Lane, director of product
continuesonpage 4