Telecom Reseller / Technology Reseller News

“It’s really expertise and trust,” says Tref Davies, Managing Director of Netaxis Solutions. “When companies work with us, we’re adaptable and we deliver the goods.” Netaxis counts the majority of Tier 1 and Tier 2 telcos in the Benelux region as customers. In 2017 Netaxis embarked on a program of international growth, opening offices in The Netherlands, Italy, France and the United Kingdom. Netaxis Solutions has begun to pick up customers in Asia, Africa and the USA. Davies discusses his involvement in the UK ITSP Association and now his connection to the Cloud Communication Alliance. Davies says he saw the CCA as a familiar environment to grow their company and partner with new companies. Davies discusses the value of joining associations and encountering leadership at events such as the CCA conferences. Davies personally offers presentations on APIs, fraud and on panels on other topics. Davies reports that he’s actively involved in multiple events each year.

Visit https://www.netaxis.be

by Gary Audin

A reliable network is the core of your business, critical to overall operations. Delivering reliable network performance can prove challenging. You need to control traffic, support multiple locations, and maximize availability. Respondents to the "Forrester Opportunity Snapshot: Application-Aware SD-WAN Provides Availability, Reliability, and Visibility" report they have experienced network downtime that impacted the customer experience (71%) and business operations (64%). An ineffective WAN is felt internally and externally.

Mike Wilkinson, Chief Product officer at Infovista www.infovista.com and Gary Audin recorded this podcast at the Enterprise Connect conference. We focused on the value and benefits of the SD-WAN. Mike begins with where the SD-WAN was started and how it has evolved. He stated that the old approaches are obsolete, static, and expensive. He notes that the shift to the cloud using business grade Internet services has influenced the evolution of the SD-WAN. He continues with explanations of how Infovista delivers dynamic applications intelligence which is applied session-by-session. Mike explains the Application Quality Score, a super MOS, used by Infovista.

Infovista www.infovista.com, the leader in modern network performance, provides complete visibility and unprecedented control over modern networks and their applications. Infovista delivers brilliant user experiences and maximum value for networks and applications. At the core of its approach are data and analytics, to give service providers and enterprises real-time insights to make critical business decisions. Infovista offers a comprehensive line of solutions from the radio network to enterprise to device throughout the lifecycle of a network. No other solutions provider has this totality of vision. More than 1,500 enterprises and service providers around the world—including 250 of the world’s top mobile network operators—rely on Infovista.

by Gary Audin

You have agents with contact center technology. You also have knowledge workers that only need contact center capabilities part time, probably about two hours a day. Your budget will not support full center support. So where do you go?

Tom Minifie, VP and GM for Voice Solutions at XMedius www.xmedius.com and Gary Audin recorded this podcast at the Enterprise Conference. The voice solutions group was previously known as AVST. Tom discusses the TeamQ product which is focused on knowledge workers who need about two hours of contact center support, like an IT help desk or other experts in an organization. By focusing on this offering, organizations can afford full contact center functionality but at a low budget cost. Tom also discusses XMedius products such as XM Fax for secure FAX transmissions, XM Connect for interoperability for unified communications, and XM SendSecure for secure file exchange.

XM TeamQ is an essential tool for teams of knowledge workers that delivers powerful call center functionality at a fraction of the price. There’s now an alternative to Hunt Groups for organizations that can’t justify the cost of a contact center. Features include Uniform Call Distribution (UCD), Automatic Call Distribution (ACD), Agent Desktop Control with Informative Screen Pops, Call Recording, Reporting and more. No CTI or ACD required.

XMedius www.xmedius.com is a leading global developer of enterprise-grade Unified Communications and Secure File Exchange solutions. Through on-premises or cloud deployments, their solutions allow companies to build a seamless IT environment and safely exchange vital and confidential information.

“How do I get to cloud and how do I get to part of cloud,” says Phil Moen, CEO of Unimax. In this podcast, recorded live on the floor of Enterprise Connect 2019, Moen outlines how Unimax is helpings its customers solve the real-world challenges of complex networks where migration has so far left users within a single company and distributed over several sites, with multiple situations. According to Moen, people faced with these complexities, enter the cloud as one enters a swimming pool, by first putting their toe in the water. And that’s the moment you have hybrid cloud. Part of Unimax’s approach includes a wide selection of free webinars. Moen also reflects on automation and other hot trends in UC today.

More at www.unimax.com

by Gary Audin

Do you want two or more providers, CPaaS and a separate network owner operators? What if you discovered an API platform provider that owns a Tier 1 network, delivering better quality, rates, and control? This offers a scalable service with improved agility and cost efficiency that also delivers rapid resolution of provider problems.

Caitlin Long, Product Marketing Manager at www.bandwidth.com and Gary Audin recorded this podcast at the Enterprise Connect conference. Bandwidth has evolved from a wholesale provider to companies like Google, Microsoft, and Ring Central to now offering its combination of CPaaS plus network services to the enterprise. Caitlin discusses the unique benefits of the combination of CPaaS plus network that delivers services that ordinarily requires multiple providers. She points out that Bandwidth has always been an IP based cloud service that can easily scale to user communities in any large enterprise. The customer control Bandwidth delivers puts the enterprise in direct control of the network and CPaaS resources rather than dealing with two or more service entities.

Bandwidth www.bandwidth.com is a software company focused on communications for the enterprise. Companies like Google, Microsoft, and Ring Central use Bandwidth's APIs to easily embed voice, messaging and 9-1-1 access into software and applications. Bandwidth is the first and only CPaaS provider offering a robust selection of communications APIs built around their own nationwide IP voice network—one of the largest in the nation.

“We offer choice,” says Chris Thorson, Senior Director, Global Solutions Marketing. In this podcast, Thorson walks us through a group of announcements the newly branded company made at Enterprise Connect. Thorson says that Poly’s approach allows people to change direction in migration and that Poly products offer investment protection, by being ready for most any platform they end up working with. Thorson discusses the Polycom Studio, an easy-to-use video USB bar that upgrades huddle rooms to business class and works with services like Microsoft Teams, Zoom, Skype for Business, Google Meet, Cisco Webex, or Amazon Chime, and the Plantronics Elara 60 Series, the mobile phone station, designed to work with Microsoft Teams. We hear about the Eagle Eye Cube, Blackwire 7225, the Plantronics Status Indicator, Plantronics Manager Pro, v3.13, and the Polycom Device Management Service for Enterprises. Thorson also remarks on these separate releases:

Poly Announces Polycom Vvx X50 Obi Edition As First Launch Partner Desktop Phones Certified For Google Voice For G Suite

Poly Doubles Down On Native Microsoft Teams Experience With New Ccx Business Media Phones

Poly Announces Integration Of Amazon Chime And Alexa For Business With Polycom Trio And Amazon Alexa With Plantronics Voyager 4200 Uc Headsets

In this podcast, Patrick Joggerst, CMO and EVP Business Development discusses several announcements that occurred during Enterprise Connect week. Joggerst discusses the AT&T API Marketplace, built on Ribbon Communications’ Kandy platform which offers turnkey applications and self-service APIs for developers to create custom applications. Joggerst reports on the announcement that general availability of its Session Border Controller (SBC) Software edition Lite (SWe Lite) in the Microsoft Azure Marketplace. We also learn about how IBM and Ribbon Communications teamed up to take UC to a new level at car rental company, Hertz. “We are a carrier grade alternative for Unified Communications channel partners,” says Joggerst, providing robust solutions for today’s larger enterprise seeking to move to the cloud while delivering more UC. Joggerst walks us through Ribbon’s Enterprise Connect week activities and news on the Teams front.

In this podcast, Eric Bauer of AudioCodes discusses AudioCodes developments with Teams and an exciting AI product AudioCodes is labeling as Voice AI gateway. “We do voice,” says Bauer and in regard to AI, that means being an “AI enabler”. Bauer explains that as an agnostic vendor of voice, AudioCodes can put together many of the choice’s enterprises are making. Bauer discusses initiatives with RingCentral and Voyant. Bauer also discusses how AudioCodes has a deep engineering relationship with Jabra and how Jabra users can get more from their Jabra experiences with AudioCodes.

Visit www.audiocodes.com

by Gary Audin

Are you leveraging visual engagement technology to humanize the customer experience? Visual engagement solutions including co-browsing, screen share, and live agent video enable organizations to improve the engagement with their customers, enhance the customer experience, and humanize the agent/customer interactions supporting sales, onboarding, and customer support processes.

Tom Martin, CEO of Glance https://ww2.glance.net/ and Gary Audin recorded this podcast at the Enterprise Connect conference. Tom begins with a short tutorial on visual engagement, what it is and who does it serve. He continues with:

A discussion of his customers

How his solution differs from others

Why he does not believe that WebRTC is the proper foundation

Why the Documents Object Model (DOM) is a better choice

What could AI do for the contact center

How and why customers are introducing “advisory services”

A thorough discussion of the value and benefits of visual engagement can be found in “The Total Economic Impact™ Of Glance Visual Engagement Platform Cost Savings And Business Benefits Enabled By Visual Engagement” https://ww2.glance.net/tei-report/download-tei-report/, a study published by Forrester that provides the ROI on visual engagement.

Glance https://ww2.glance.net/ transforms the customer experience by enabling visual engagement for today’s enterprise. Glance is one of the world’s simplest, most reliable, and most secure solutions that enables companies to see, show, and share anything online, creating a frictionless path to great experiences in sales, support, and customer service. The result is improved customer satisfaction, long-term customer loyalty, and increased revenue growth. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations — Glance transforms the customer experience for today’s business.

by Gary Audin

Contact center technologies keep advancing. You want a mature product or service but you don’t’ want a static offering. Once you implement the contact center, you will be adverse to changing vendors. You need a vendor that keeps evolving ahead of the curve, not behind.

Chris Hodges, SVP Global Sales and Marketing and Ellwood Neuer, SVP Solutions Engineering at Noble Systems www.noblesystems.com and Gary Audin recorded this podcast the Enterprise Connect 2019 conference. Chris and Ellwood discuss:

Enhancing agent/customer interactions

Robotic Process Automation

Gamification and how it increases employee engagement

Focusing on valuable KPIs

Applying speech analytics

Both Chris and Ellwood talk about their offer of a free business analysis before they implement a center. They go on to point out that their on-premises and cloud solutions are identical making the migration to the cloud transparent to the customer. Once part of the Noble community, customers are encouraged to participate and provide feedback. In many cases this has led to product improvement and new patents.

Noble Systems www.noblesystems.com is a global leader in the customer communications industry, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound, and omnichannel contact processing, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise, cloud, and innovative premise/cloud hybrid platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics, workforce management, and gamification with a portfolio of 185+ patents and growing.