Telecom Reseller / Technology Reseller News

Over the past few years, rapid digital transformation has spread across all enterprise departments, and has uprooted traditional CX practices – especially in the contact center where employees are directly engaging with customers. With the role of service agents evolving in line with the growing number of customer contact channels, the value gained from customer interactions can be felt across multiple areas of business.

So how can executives – from individual departments up to the C-Suite – better understand areas of improvement as they invest in new technology and CX solutions, like conversation intelligence? How can they analyze customer data and uncover insights from what’s happening in their contact or customer service centers, and transform it into enterprise-wide success and ROI?

In this podcast, CallMiner CTO Jeff Gallino discusses how organizations are using customer data to transform their businesses, as well as his takeaways from this year’s Enterprise Connect conference, including key industry and customer experience trends around omnichannel, scalability and automation.

Visit https://callminer.com/

by Gary Audin

You may already have Teams as part of Microsoft 365. You may be considering Teams for you collaboration efforts. In either case, you need to consider connecting to the PSTN and mobile service. That is where direct routing comes in.

You have two possible choices when using Teams for a PSTN call:

Microsoft’s Phone System and Calling Plans

Direct Routing

Switching from an existing PSTN carrier may result in a penalty. Your existing carrier calling plans may be cheaper than a calling plan from Microsoft.

Gary Audin discusses direct routing in this 6 minute EDUbrief. Direct routing enables a Session Border Controller to mediate between the on-premises PSTN or SIP trunk and the Microsoft Teams service. Direct Routing offers greater flexibility, broader geographic coverage, lower rates, and increased levels of support than Teams calling plans.

In this EDUbrief you will learn:

About Microsoft Teams

Direct routing with Teams

Why use direct routing

How direct routing works

This EDUbrief was sponsored by Ooma. Ooma creates powerful connected experiences for businesses and consumers, delivered from its smart cloud-based SaaS platform. For businesses of all sizes, Ooma provides advanced voice and collaboration features, including messaging, intelligent virtual attendants, and video conferencing to help them run more efficiently. Learn more at www.ooma.com or www.ooma.ca in Canada.

“So much more data is running through the network, and the edge network is taking on more of the processing…,” says Henrik Nilen, Director, Global DC Power Offering, Vertiv. Network transformation and 5G have completely changed the future of the telecom industry. In turn, this has affected core edge and access areas. In this conversation, Nilen digs into the access and edge spaces and discuss how Vertiv helps its customers overcome industry challenges. 5G means more data, and more data brings network challenges that telcos need to understand, anticipate and plan for when doing their migration. 5G also impacts power use and power needs, along with other infrastructure impacts such as cooling. Nilen explores the access site challenges and challenges at the edge of the network.

Visit www.vertiv.com/en-us

Mitel is one of the ‘storied’ names in enterprise communications, with corporate and product development DNA tracing back to the dawn of the modern corporate grade communications era. In this podcast, Paul Ginn, Group Director, Global Product Marketing, Mitel sits down with TR’s Ruth Marion at Enterprise Connect 2022 to discuss Mitel’s offerings to the enterprise market. Mitel recently announced subscription-based offers across all flagship platforms in its global portfolio. We learn that this announcement is in keeping with a larger approach by Mitel to offer customers a wide range of choices as they migrate their communications. Mitel is embracing the shift to hybrid work with a new, convenient way for organizations to adopt communications and collaboration services in ways that minimize up-front cost and best suit the respective goals of their customers. Mitel, with over 35 million connections globally, has over 5,000 channel partners. Ginn discusses how their channel presence is local. In most places, in much of the world, there is a local Mitel partner who lives and works in the same community as his customers, thereby enabling Mitel to translate their offerings to meet local needs.

Visit www.mitel.com

“We love audio,” says Tom Darnell, Chief Commercial Officer at IRIS. IRIS is a revolutionary audio technology company with a mission to enable the world to Listen Well. Its suite of patented products leverages decades of research into the effects of sound on the brain, prioritising focus, productivity, and wellness for all. By harnessing the science of sound, IRIS dramatically improves how people experience audio across all digital platforms, from video meetings to streaming, podcasts to audiobooks. Darnell explains that IRIS bridges a technology gap, where video has progressively improved audio is often an ignored art and science.

Launched this year, IRIS’ latest product is IRIS Clarity, a simple desktop application that eliminates all background noise from online meetings. Using AI-powered, bi-directional voice isolation, IRIS Clarity ensures each participant’s voice is heard clearly on both sides of the call. In this podcast Darnell shares how IRIS’ technology aims to bring control to otherwise uncontrollable environments, improving communication and productivity in the workplace, and enhancing customer experience in telecommunications companies.

Visit https://iris.audio/clarity

Watch the product video at https://www.youtube.com/watch?v=36d31EfYvIM

According to Darren Kretz, Imagicle represents an almost exclusive path for Cisco customers who seek a hybrid approach to their migration path. In this podcast, Kretz, who is Channel Account Manager Mid Atlantic and Public Sector, Federal for Imagicle, there are big advantages for Cisco users and Cisco dealers, to take that direction. The close relationship between Cisco and Imagicle was recently on display at an event called It’s Cloud Time! Kretz outlines 3 main reasons why anyone involved with the community of Cisco users and channel companies will benefit from watching the recorded sessions from the Imagicle Virtual Event. Kretz discusses Customer Service solutions such as the Imagicle Attendant Console with Advanced Queueing and Auto Attendant, the only solution available for Cisco customers who wish to operate with a mix of on-prem and cloud architectures. We learn about Imagicle Call Recording with Voice Analytics, and Digital Fax and get a glimpse at the upcoming Imagicle Conversational AI solution, designed to automate experiences by building virtual assistants or chatbots, streamlining the experience for both customers and employees in several ways and use cases.

Visit https://www.imagicle.com/en/ and https://bit.ly/36B6f9l

Jon Brinton of Crexendo and Ian Maclean of Mavenir sit down with TR’s Doug Green to discuss their partnership. “What we found was that we had a great synergy,” says Brinton of Crexendo, describing an RFI process that began with a “baker’s dozen” of partnership candidates, but eventually narrowed down to having all indicators pointing to Mavenir as a partner with a very well aligned set of complimentary strengths. “50% of the worlds mobile phones touch Mavenir’s technology, at some point,” adds Brinton, noting that creating the partnership satisfied goals for both companies, and broadly opened new opportunities for the two company’s respective ecosystems of partners and customers. With this partnership, Mavenir integrates Crexendo’s Unified Communication as a Service (UCaaS) with the Mavenir Connect brand. At the same time Crexendo integrates Mavenir’s Contact Center as a Service (CCaaS) and omni-channel customer engagement, chatbots and automations. In keeping with Crexendo’s commitment to white labelled solutions, Mavenir’s Contact Center as a Service (CCaaS) will be presented to the Crexendo community as a solution that the partners will be able to build their own brands on, thus creating more opportunities for the partners to offer differentiation and loyalty building services. Meanwhile, Mavenir’s offerings are also enhanced by the partnership. Maclean describes haw those offerings create new choices for the carrier community, where Mavenir is an already a trusted and known resource.

Visit www.crexendo.com and www.mavenir.com

Two years ago, Boxlight acquired Sahara, a leader in distributed AV products and a manufacturer of multi-award-winning touchscreens and digital signage products, including the globally renowned Clevertouch and Sedao brands. In this podcast, TR’s Ruth Marion sits down with Dermot Sweeney, VP Sales, Platforms & Services at Boxlight Group (building Clevertouch Partnerships USA – UK) to discuss how Clevertouch by Boxlight offers creative solutions to many enterprise challenges. The company has focused on education and healthcare. We learn how the Clevertouch all-in-one Enterprise Ecosystem facilitates business-wide collaboration, with interactive displays designed to work in a wide spectrum of enterprise environments and use cases. The company has special vertical offerings for retail, education and healthcare, plus cross industry solutions that facilitate work from home. The organization is experiencing high growth as it continues to offer creative ways to change customer, client and employee experiences.

Visit www.clevertouch.com

by Gary Audin

If you are using Microsoft Teams, then you know that the Teams cloud based service will be working with multiple vendors and providers to implement an end-to-end collaboration experience.

Multi-vendor environments occur 64% of the time. About 74% of organizations use Teams with a second UC platform such as Zoom. Remote workers are quite common in 84% of organizations.

This 6 minute EDUbrief with Gary Audin and sponsored by Vyopta, provides a short education about the challenges and solutions when monitoring and maintaining a productive UC Teams solution.

To fully comprehend the collaboration experience, you need insights from three sources. You are depending on technology insights that offers a single-pane-of-glass visibility (not multiple displays) with real time monitoring, quality scoring, modern alerting, with automated reporting.

The second source of information is workplace insights. These provide workspace utilization and performance metrics. The third source and maybe the most important source are user insights.

Vyopta, the sponsor of this EDUbrief, is a leader in digital collaboration user experience management, has helped 40 million people collaborate better. Its Collaboration Performance Management and Workspace Insights for technology and workspaces have helped identify and address over 9 million issues. Hundreds of organizations worldwide spanning 20+ industries use Vyopta to monitor 6 million endpoints and over 20 billion meeting minutes a year.

Peerless Network, an established wholesale carrier with a 14-year track record of growth, is joining forces with Infobip, the #1 most connected CPaaS provider in the world with over 700 direct connections. The two companies announced a definitive agreement in late 2021 for Infobip to acquire Peerless.

Rick Knight, EVP of Sales & Marketing with Peerless Network, and Mijo Soldin, Director, Operator Strategy and Partnerships with Infobip, sit down with TR Reseller’s Doug Green to discuss how the mission and goals of both companies are aligned, and how this combination truly makes sense for Infobip and Peerless’ employees and customers.

In this podcast, you’ll learn more about this truly unique combination and how connecting the strengths of Infobip and Peerless will lead to even greater success and rapid growth for the combined company. As Mijo and Rick agree “This is a very powerful package for customers!”

More at www.peerlessnetwork.com and www.infobip.com.