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Posted on: July 17, 2019 By: Carolyn Kuczynski

by Shameem Smillie

Omnichannel capabilities are driving the next level of business transformation, turning contact centers into customer experience hubs. With this change comes new opportunities to exceed customer expectations and maximize efficiency, driving down average handle time and cost per contact.

With over 15 years in the business communications industry, Mitel contact center sales expert, Shameem Smillie, delves into how you can leverage omnichannel most effectively, what role AI can play and more.

We’ve been hearing about omnichannel for years. Why is omnichannel so important today?

The capabilities of omnichannel and what it can provide to businesses and the customers they serve has changed dramatically over the years. From talking to our customers about the challenges they face, we’ve learned that omnichannel provides a way to get as close to – and even solve, in a lot of cases – the ultimate challenge of first contact resolution.

Today, Mitel’s omnichannel capabilities allow a business to see and understand the full 360° view and journey of a customer. In addition, agents fulfilling those interactions can now pivot seamlessly from one media to another. With omnichannel, if a customer is engaged on chat with an agent and they want additional information sent via SMS, this can be done while the customer is on chat. If the agent believes the conversation requires a voice interaction, the agent can call the customer with one click and still have all the customer details at their fingertips.

Ultimately, omnichannel is important because it allows a business to differentiate its brand by enabling a seamless experience across physical and digital environments, devices and channels.

Where does AI fit into this?

Omnichannel with AI capabilities is a win-win for agents and for customers. With AI tackling basic tasks, agents are free to focus on the more complex interactions. In addition, Mitel’s CX survey found that cloud communications combined with IoT, AI, chatbots and natural language understanding (NLU) facilitate a better customer experience, creating new ways for companies to nurture and build relationships with customers.

Managing the customer relationship through a traditional contact center – rows of technical advisers in headsets grouped together – is no longer sufficient to remain relevant and compete. Unlike contact centers, omnichannel customer experience hubs bring together customer interactions across multiple platforms, from traditional calls to social media. These hubs use the power of AI and machine learning to see emerging customer problems and identify the best solutions. This is transformational for the customer experience, as well as employee efficiency and productivity.

How should companies get started with omnichannel?

To deploy omnichannel, businesses need to understand how and when their customers want to interact. What are the different channels customers can use, and which channels do they prefer the most? Do your business processes consider the user experience for both customers and agents? Answering those questions will help you identify the omnichannel strategy best for your customers, and this customer-first mentality will enable your business to provide the level of service and experience your customers expect today.

What are some common pitfalls to be aware of when deploying omnichannel?

I know a lot of customers who are actively trying to shift interactions away from phone calls and toward chat, SMS, and email. However, some customers have said they’ve almost become too successful. Interactions on the phone can be addressed quickly, versus having to type everything and wait for a customer to respond. Productivity can often decrease in these situations and customers can end up waiting much longer than they would have ordinarily, so that’s something to be cautious of.

What are the cost benefits of deploying an omnichannel solution?

When omnichannel capabilities are deployed with a focus on digital transformation, businesses inevitably drive down average handle time (AHT) and the cost per contact. Obviously, the more time an agent is talking or in a transaction, the more it costs a business. Analysts have said the average cost per contact is £4 (sterling) for the UK. One Mitel customer said that by moving to chat alone, their business saved more than £250k (about $317k USD) a year. And of course, there are the “soft” savings achieved by better productivity, efficiency and customer satisfaction.

How do you think omnichannel will evolve over the next year?

The desire to self-serve will continue to drive technology advancements. Use cases will evolve, adding more relevance and value as businesses integrate and enable AI, machine learning and NLU.

Digital Darwinism is still a top concern for a lot of businesses, and it should be. Who can really predict what the next great application will be? Watch this video to hear me elaborate on this subject at the 2019 UC Expo in London.

Given these continuous technology shifts, businesses should focus on ensuring they remain agile, delivering on their customers’ expectations at all times. The first-class customer journey is never going to stand still, and it’s the businesses with the right technology – omnichannel, AI and more – that will attract and retain customers. Everyone else will simply be left behind.

Posted on: July 8, 2019 By: Carolyn Kuczynski

By: David Portnowitz

Let’s face it: The decision to upgrade a business phone system is never easy.

It can be a difficult process, and one that requires a considerable amount of planning and strategizing. After all, who wants to deal with a lengthy migration process and the uncertainty that comes with using new technology?

The truth is that it can be one of the most important things that you do to protect the integrity of your overall communications strategy.

Here are some signs it’s time to make the leap and explore a new option:

Your Hardware Needs To Be Replaced:

All hardware eventually depreciates in quality and needs to be replaced. This is unavoidable.

For this reason, many businesses are switching to softphones, which can be easily updated when they are needed, saving a considerable amount of money.

Whatever you do, don’t wait; if you need to update or replace your hardware, do it now before it continues to be a problem. You’ll also make your end users happy and give them better tools to do their jobs.

Your Business Has Grown:

Chances are, your business is in a different place than it was, whether you purchased your business phone system it a few years ago or a decade ago. Now, you most likely have a higher inbound call volume.

How is your interactive voice response system handling the extra traffic? A slow or inefficient system could lead to call abandonment, or even worse, a negative customer experience (CX). If this is the case, it’s time to invest in a cloud-based system that will make it easy to manage calls.

You’re Expanding:

If your business is getting the opportunity to expand, this may be one of the best times to switch out and upgrade your phone system. It’s very important for you to think about how you will provide your new locations with high-quality communications. Do you really want to install new physical lines into your facilities?

Instead, consider upgrading to a VoIP system which will be highly scalable and cost-effective. By leveraging VoIP, you will be able to expand into new markets with greater agility. You can have the option to scale up or down, without having to rip and replace any infrastructure, saving you time and money.

You’re At Risk From Downtime:

Stop and consider what would happen if an unexpected storm were to roll into your area, impacting your connection to the publicly switched telephone network (PSTN). Your company would instantly lose access to its core phone system.

Working with a cloud communications provider will give your company guaranteed business continuity and disaster recovery. Your phone system will remain up and running no matter what happens in your local area, providing a much greater peace of mind, and ensuring you are still able to provide for your customers.

You Don’t Have A Unified Messaging System:

Even if your phone has been working properly, you could be getting more out of your communications system—so much more.

Most enterprises—your competitors included—are leveraging unified communications as a service (UCaaS). With UCaaS, companies have the ability to centralize all of their disparate communications mechanisms like voice, video, fax, email and messaging into one user-friendly platform. UCaaS is now the gold standard for business communications, and it’s something your company should absolutely be considering.

Also, if you’re upgrading to VoIP, take our advice and conduct a comprehensive network assessment to make sure your new system will be capable of working at the desired level. Oftentimes, businesses rush into a VoIP migration only to have to retrofit their network at a later time.

Whatever option you ultimately select, don’t rush into your decision. Plan ahead, and make sure you pick a system that will benefit your company the most.

Posted on: July 3, 2019 By: Carolyn Kuczynski

Dealing with things we don’t understand can feel uncomfortable. The first time eating sushi, for instance, can be downright awkward and overwhelming to people used to burgers and fries. But if we’re open-minded and give that raw fish a try, we discover it is delicious and far healthier for us than many fast foods.

Why do I mention sushi in a blog post about hosted phone systems?

Because many business owners would rather stick with something familiar, either an on-premise private branch exchange (PBX) system or traditional landline telephone than try something new, like a hosted PBX phone system. But if you’re open-minded, you may end up reaping many benefits with a hosted phone system.

In case you’re wondering what exactly a hosted PBX phone system is, it’s a cloud-based phone system where the vendor houses the equipment and technology necessary for the voice communications. This lessens the workload of an organization’s team members because setup, maintenance, and upgrades are all handled by the vendor.

Now let’s take a look at some of the other benefits:

1. Cost Savings

Research has shown that an organization can save an average of 40% on local calls alone. A small business with 30 phone lines could end up saving $1,200 per month. Do a lot of international calling? You’re apt to save up to 90%. Not too shabby.

2. Flexibility and Scalability

Here’s a common analog phone scenario:

You need to add a couple more phone lines to accommodate some new hires. Should be quick and easy, right? Nope. You usually have to spend time on the phone with customer service first, then wait for an available appointment to schedule an installation. It could be days or even weeks before your new phone lines are up and running.

Talk about frustrating.

With a hosted phone system you can add phone lines easily and within minutes. The flexibility and scalability of hosted VoIP are particularly ideal for organizations with seasonal fluctuations in staffing or companies experiencing fast growth.

3. Robust Add-on Features

Add-on features also tend to be flexible with hosted phone systems. This is really convenient, because a startup may need only minimum features while a larger, more-established enterprise may need more features for more integrated communications.

Some hosted phone system add-on features include:

  • Interactive Voice Recognition
  • Remote Management
  • Chat
  • Video Chat and Teleconferencing

4. Contact Center Benefits

Does your business conduct customer service over the phone? Hosted VoIP is perfect for the needs of any call center, no matter the size. Your reps will appreciate:

  • Unified communications (UC): Communicate with customers how they want, either phone, chat, email, video and more…
  • Reporting and monitoring: Get access to the insights and metrics that will help you make more informed decisions.
  • Interactive voice recognition (IVR): Push-button phone trees are frustrating to customers who need help NOW. IVR lets customers speak their needs so can they get to the right person in a timely fashion.
  • Smarter call routing: Hosted systems allow for greater flexibility when it comes to routing so you can optimize the number of calls a rep receives based on skills and training.

5. Mobility

One of the biggest benefits organizations gain by switching to a hosted VoIP system is mobility. Depending on your vendor and configuration, you can have phone calls ring simultaneously to both desk and mobile phones. You can also unlock mobile call transferring, or enable mobile failover in the rare case your internet goes down.

 

 

Posted on: May 22, 2019 By: Carolyn Kuczynski

By: Rebecca Rosen, VP of Marketing

When a small to medium business (SMB) turns to you for a new, cost-effective business phone system, point them to the cloud.  Giving your customer the power to communicate internally and externally on any device, at any time is powerful.  A cloud PBX, quite literally, puts their business success at their fingertips.

All verticals – from retail, and technology, to advertising – benefit from moving to a cloud business phone system.  Cost saving, 24/7 access, reliability, and continual seamless technological advances will keep your customer relevant in their field and you relevant as their communications partner.

Let’s start by defining for your customer what a cloud PBX is and then take them through the top 4 reasons it can change the way they do business.

Cloud PBX by any other name, sounds just as sweet.

Many customers in the SMB market have a vague idea of what “the cloud” is and look to you to navigate the path through the fog.  Sometimes the simplest definition is the best, cloud-based business phone systems are VoIP (voice over Internet protocol) phones that are accessed over the internet and hosted in an off-site data center. Other terms we often hear are hosted PBX, hosted VoIP, and cloud PBX.

Cloud phone systems are not magical nor a silver bullet.  With the right VoIP ready network configurations and planning though, it can give your customer the technology edge they need to take their business to the next level.

4 reasons SMBs thrive in the cloud

  Your clients are changing and growing. With growth comes the need to quickly adapt the way they communicate to meet the needs of their customers.

Here are four reasons the clients you’re talking to already want cloud phone systems; even if they don’t know it yet.

1. SMBs want to save money.

Cloud communications are much more affordable than traditional analog offerings. Your clients will no longer have to pay expensive fees for unlimited local, long distance, and international calls.

Companies that move to the cloud also save money on infrastructure and maintenance costs. As technology evolves and equipment depreciates, on-site business phone systems are not only expensive but also need to be upgraded on a regular basis. An onsite PBX phone system, for example, requires upfront costs for installation, equipment, service arrangements, as well as IT costs for ongoing maintenance and troubleshooting.

However, a cloud communication system is free of these costs because they are hosted by a service provider. Companies can say goodbye to upfront equipment costs as well as hiring in-house IT personnel. What’s more, your clients will also save on monthly phone line charges.

2. Customers want remote control.   

One of the main benefits of having a cloud-based business phone system is that your clients receive remote access. Having remote access is ideal for companies with more than one office location and for those that have remote employees.

Working from home is more common than ever before and a remote workforce requires remote control. With cloud communications, customers can communicate with teams and clients no matter where they are with their IP phone or softphone app. This means that they also have access to critical business software while on the go. With a communications system in the cloud, companies can run operations smoothly while providing a consistent presence regardless of the environment.

3. Businesses want reliable phone systems.

Internet downtime costs SMBs a lot of money and chances are your clients have already experienced an outage or two. With the cloud, businesses don’t have to worry about power outages affecting operations and sales ever again. Cloud-based communications platforms are reliable due to geographic redundancy, having several servers in multiple locations so that even if there’s an issue at a single data center, it won’t impact service. This is important because even if there’s a fire, storm or another disaster, a power outage in your client’s location won’t affect their ability to stay connected to teams and customers.

4. Customers want fully integrated communications systems. 

The cloud makes it simple for clients to pick and choose communications features beyond business phones. Today’s small businesses want all of their tools and communications in one web-based application, which has been shown to help increase business efficiency and productivity.

For example, a fully integrated communications system can combine telephony, UC, collaboration and virtual call center features all in one platform. And the best part is that as new technology emerges, clients don’t have to purchase new software or hardware to keep up with the times. Instead, cloud communication systems can automatically adapt and update.

Demystifying the cloud

Ultimately, relating your customers every day needs to the powerful concepts the cloud can offer will strengthen your relationship.  For some SMBs, moving their phone systems to the cloud will be their first step in moving technologically forward – putting the power for growth in their hands and yours.

Want to learn more about Broadvoice? Click here to see your local Broadvoice channel contacts and learn a bit more about us.

Posted on: May 20, 2019 By: Carolyn Kuczynski

Remember that song: “One of these things is not like the other? One of these things is just not the same!” We could say this of Interactive Voice Response (IVR) and Auto Attendant. Although sometimes confused for the same thing, there are important differences between Auto Attendant and IVR.

You have by this point in your life called into many an auto attendant, we can be sure of that. It’s when you call into a business or organization and, instead of talking to a live human, you are greeted by an automated voice which provides you with a full menu of options. The automated attendant — also known as a phone tree or auto receptionist — routes calls to a queue or voicemail box. Although to be fair, it can play hold music while it makes the connection.

How does that differ from the IVR? You might think of it as auto attendant 4.0. For one thing, when you reach a business with an IVR, the automated voice quite often sounds better, more true to life. Additionally, you can typically interact with the IVR using either the numbers on your keypad or your voice. You know you’re working with an IVR when it says “press or say 1.” That “say 1” is your cue that there’s voice recognition software at work.

Now, we recognize that those distinctions don’t seem like such a big deal when you’re calling in. You’d probably rather be talking to a human in the first place, so being able to speak instead of press numbers isn’t that big of a step up. OK, but the real difference between auto attendant and IVR isn’t directly experienced so much by the caller as it is by the recipient of the call.

Auto Attendant vs IVR for the Agent

Think of auto attendant as an automated switchboard operator. This feature does help your customer get more efficiently to the individual or department they want to reach. But they don’t provide additional information. The attendant sorts them to the right place based on their keyed responses.

With IVR, the caller may never need to interact with a human. After all, this solution feature can provide information and collect details from the caller, such as case numbers, addresses, birthdates, credit card numbers for over-the-phone payments, and much more. For example, paying by phone at your utility company by entering the numbers of your checking account or credit card. Since the IVR can easily handle automated tasks, your business can free up human agents for more complicated processes.

Another advantage is that the IVR can be scripted to provide information to the caller based upon their responses or particular circumstances at your business. For instance, the messaging a customer might hear while on hold could be customized to reflect the details gained from their menu sequence. Since they are calling in response to X campaign, they would hear messaging related to that campaign while in queue.

IVR solutions can also feature additional add-ons such as:

  • Data-Driven Routing: deliver prioritized calls to the proper destination based upon the customer’s transaction status or account information
  • Post-Call Survey: provide inbound or outbound call surveys to understand the satisfaction of your customers once their call or business transaction is complete.
  • Appointment Reminder/Notify: deliver an automated outbound call to notify the customer about a change in their transaction status change or confirm an upcoming appointment.

Evolve IP’s IVR is delivered through easily customized pre-built scripts that deliver the exact call flows and features you need. Evolve IP’s IVR service also retains the flexibility to be customized for your exact needs. Find out more today!

Posted on: May 2, 2019 By: Carolyn Kuczynski

By: Momentum Telecom

What does day two look like after your service is setup?

 

There’s nothing quite like getting a shiny new toy. Whether it comes in the mail or you pick it up at the store, when you set the package on the counter, rip open the box and officially introduce your new treasure to the world.

The experience of a new toy isn’t vastly different from the experience of getting to use new technology. It’s new, fun and if there is some assembly required, there is a reasonable expectation that it includes detailed instructions along with the right tools and access to help, if you need it.

Not having those resources can be the difference between loving your new technology and hating it forever. Unfortunately, in today’s technology space, there is a wide array of companies that put all their efforts into gaining customers, but don’t consider what it’s like to use their products on day 2, let alone day 100 or day 1000.

At Momentum, we pride ourselves on the leading customer experience that starts during the sales processshines throughout implementation and extends beyond onboarding. It’s a holistic white-glove service that begins on the first day you engage with Momentum and lasts your entire customer journey.

We believe any partnership with a technology company should be as good on day one as it is on day 1000, and that’s why on day two we provide and dedicate ourselves to providing our customers with:

Training

Education is essential to a successful UC solution. For this reason, we have a team at Momentum that is entirely dedicated to the training of customers and the creation of useful training and educational materials. We also provide trainers for both on-site and web-based training to  ensure that all users have the access to become knowledgeable on how to take full advantage of the Momentum solution.

Resources

On top of training, we use a blended learning approach that invites users to use Momentum University, which serves as an online knowledge base to help facilitate personal training and ongoing learning. This resource is full of content designed to help users to better understand and utilize Momentum’s leading tools and cloud services, and includes PowerPoint presentations, user guides, quick start guides and training videos.

Support

Momentum Telecom is committed to delivering meaningful value to our customers through a reliable, high-quality and unified user experience. To consistently deliver on this commitment, Momentum uses a dedicated white-glove team solely focused on delivering the best customer experience. Momentum’s support team strives to be providers of knowledge, services and tools that simplify communications and enable business productivity.

Posted on: April 12, 2019 By: CNSG Marketing

By: David Portnowitz of Star2Star

The global communications landscape is changing significantly, with the internet of things (IoT) and artificial intelligence (AI) both growing at remarkable rates. If you’re not already familiar, IoT stands for “Internet of Things” and is the industry term for this era’s “smart” devices including smart phones, appliances, cars, and other items we use every day. AI is more widely known, and often characterized as an intelligent robotic persona. With the prevalence of Siri, Cortana, and Google Assistant, almost everyone who has ever used a smart device has also experienced AI.

Breaking Down The AI and IoT Trends

In 2015, there were about 15.4 billion connected devices in existence; by 2025, this figure will swell to 75.4 billion. 77 percent of consumers are now using at least one AI-powered device or service. Oftentimes, customers engage with AI without even realizing it.

Related: What You Need To Know About Chatbots

As global communications are changing, contact centers are being forced to keep up with the pace. The contact center, after all, is one of the most important touchpoints for customer communications and businesses are being challenged to update their technologies as well as their customer service strategies.

Related: The Communications B2C Customer Experience

The AI Emergence

AI is being used in a few different ways in the contact center. First and foremost, AI has emerged as a major driving force behind interactive voice response (IVR) systems and chatbots. In the past, automated conversations were very basic. But thanks to AI, bots can expand beyond rudimentary conversations and respond accurately to complex customer queries. For this reason, there is growing interest in using AI-powered bots to provide self-service throughout the day, and after hours.

Related: 3 Key Ways AI Impacts UC

Now, a gap is growing between companies that are actively using AI in the contact center and companies that are not; companies that are using AI can provide much better self-service by reducing on-hold times, lowering costs, and streamlining conversation flows for agents. Companies that refuse to embrace AI will fall farther behind the competition in the coming years. Businesses are therefore strongly advised to work AI into their customer-facing processes.

Related: 10 Reasons Businesses Are Switching To UC Cloud Services

We are also seeing more and more companies deploying AI for intelligent call routing. Routing decisions that used to rely primarily on basic input data (like a customer’s language, location, age, and purchase history) are now being enhanced with real-time intelligence engines. AI can pull data from a wider pool, and combine that information with additional characteristics (like a caller’s mood) to put a customer in touch with the right associate.

Related: UC Solutions For Every Industry

Contact centers, it should be noted, are also using AI to collect real-time threat intelligence, in order to prevent fraud during interactions. Many businesses now use AI in the background to gather data and flag suspicious activities.

The IoT Impact

The IoT, meanwhile, is having a major impact on the way that businesses approach customer service. First and foremost, companies now have access to much more data than they had in the past. Connected endpoints can provide a wealth of information that can be analyzed to better understand the customer experience. Contact centers should have access to this information, in order to provide relevant service.

Related: Key Market Drivers In Cloud Communications

This, of course, also means that agents need to be better prepared to handle technical questions. Many contact centers are now providing additional training for agents, to get them up to speed.  According to one study, 67 percent of respondents said their contact centers trained associates to handle customer interactions differently due to connected/IoT technologies. Twenty-three percent of contact centers, it should be noted, hired associates with different skill sets to support IoT technologies.

Related: Top 10 Technologies That Changed Business Communications

While it’s important to have a working knowledge of IoT and an AI-driven customer service strategy, it’s important to remember the third component to an advanced contact center: A robust unified communications (UC) platform. It all comes together with UC, which can serve as a centralized environment where agents can access incoming messages from any device and leverage the support of AI and IoT services.

 

 

Posted on: February 19, 2019 By: CNSG Marketing

By: Momentum Telecom 

What does day two look like after your service is setup?

There’s nothing quite like getting a shiny new toy. Whether it comes in the mail or you pick it up at the store, when you set the package on the counter, rip open the box and officially introduce your new treasure to the world.

The experience of a new toy isn’t vastly different from the experience of getting to use new technology. It’s new, fun and if there is some assembly required, there is a reasonable expectation that it includes detailed instructions along with the right tools and access to help, if you need it.

Not having those resources can be the difference between loving your new technology and hating it forever. Unfortunately, in today’s technology space, there is a wide array of companies that put all their efforts into gaining customers, but don’t consider what it’s like to use their products on day 2, let alone day 100 or day 1000.

At Momentum, we pride ourselves on the leading customer experience that starts during the sales processshines throughout implementation and extends beyond onboarding. It’s a holistic white-glove service that begins on the first day you engage with Momentum and lasts your entire customer journey.

We believe any partnership with a technology company should be as good on day one as it is on day 1000, and that’s why on day two we provide and dedicate ourselves to providing our customers with:

Training

Education is essential to a successful UC solution. For this reason, we have a team at Momentum that is entirely dedicated to the training of customers and the creation of useful training and educational materials. We also provide trainers for both on-site and web-based training to  ensure that all users have the access to become knowledgeable on how to take full advantage of the Momentum solution.

Resources

On top of training, we use a blended learning approach that invites users to use Momentum University, which serves as an online knowledge base to help facilitate personal training and ongoing learning. This resource is full of content designed to help users to better understand and utilize Momentum’s leading tools and cloud services, and includes PowerPoint presentations, user guides, quick start guides and training videos.

Support

Momentum Telecom is committed to delivering meaningful value to our customers through a reliable, high-quality and unified user experience. To consistently deliver on this commitment, Momentum uses a dedicated white-glove team solely focused on delivering the best customer experience. Momentum’s support team strives to be providers of knowledge, services and tools that simplify communications and enable business productivity.

Posted on: February 12, 2019 By: CNSG Marketing

By: Ryan Barbera of Data Canopy

As I have been traveling between the different markets Data Canopy is in around the country, one thing has become increasingly clear to me: Agents are very focused on telecom and UCaaS.  As an alumnus of XO and before that Allegiance, I totally understand the reason behind this. Plainly, it’s easy. Easy for most clients to understand and easier than most technologies to sell – every business must communicate with others! The problem with this is that it leaves half the story untold for the client. The more our team engages with agents and their clients, the more I realize that the value of what we’re doing for the agents is not clear.

Business Today is Hosted

This brief overview is to help you understand why hybrid infrastructure, data center, and multi-cloud solutions are an enhancement (a really big one) to your current offerings and worth taking the time to learn the ropes. Let’s start at the beginning. Circuits and phones are only half of the discussion. While these two pieces are needed by every organization, they speak to one part of a larger discussion. The real question is why do firms need them?  The answer: to do business. Not just to communicate, but to access applications, execute on critical processes, and more. Where does that business live? In the data center or cloud. That’s where you get to have your cake and eat it, too.

Longer Client Retention

While most circuit deals are for a total term of 3 years, most colocation or cloud deals will go for a term of 5-10 years. Why is this? Two reasons:  First, unlike static services, such as connectivity, companies grow their data everyday requiring more services to be subscribed to. This means a growing contract. Secondly, companies never (and I mean never) want to make a change to their core infrastructure so they will do everything they can to make a great partner a partner for life.  Also remember, they still need to get to their stuff, so an SD-Wan, telephony, and connectivity solution is still needed.

Higher MRR Value

One final note, in our discussions with our agents and partners we learned our services bill for anywhere between two to five times what they would be billing for telecom or UCaaS solutions for similar sized companies. Contributing to disparity, the cost of circuits has dropped significantly over the past decade, while the cost of cloud and colocation has remained the same for more than five years and in many cases has actually gone up. Considering the commission is the same or higher, I would say that is a real cake and eat it, too scenario. Make more money, keep your clients longer, and become a more valuable partner. The downside? How are you going to spend all that cash?!

Posted on: September 21, 2018 By: CNSG Marketing

By: Marshall Aronow CEO of MetTel

We’ve all been there….in a car, on a train or even a plane. You get on a call with your colleagues to discuss an important presentation but typically spend 5 minutes just looking for that email with a key attachment among all those other hundreds of emails you receive. With TrueUC, that search is not necessary as it natively integrates with  Office 365 so all your emails and attachments can be automatically located and displayed between meeting participants as content in common.

TrueUC from MetTel means you can just turn on your mobile phone or tablet, open the UC-One application and quickly find that critical document……then check on that client’s current status in Salesforce to provide an informed update.

TrueUC not only provides a full spectrum of communications and collaboration tools, it also integrates with key business applications most professionals use every day. But the real value of TrueUC lies in the fact that the majority of information economy workers – not to mention most Millennials – work outside of a traditional office most of the time.

Today’s mobile, digitally driven work environment requires employees and businesses to communicate instantly, across different regions and time zones to access information, schedule meetings, manage business processes, communicate, collaborate, produce and innovate. No barriers, no excuses.

You can even get texting capability added to your desk phone which, incidentally is the only number you need for work as it can also move with you to your devices and other desk phones. With a smart phone or tablet provided by MetTel with mobile device management, you can work securely from any location or in transit. Even if you lose a device, it can be wiped remotely to protect sensitive company data.

People need to work on the move at full capacity but CIOs and IT managers don’t want to spend the time and resources to sign up five telecom carriers, six software companies and somehow figure out how it all works together. They don’t have to.

TrueUC brings it all together in a cost-efficient managed service with choice of devices, connectivity, customer support and billing – on one platform. Instead of going back and forth between laptop, desktop and phone, MetTel can provide a single device powered by the MetTel mobile network and mobile device management for all business computing and communications. And special “road warrior bundles” can be customized to specific job roles and user preferences for Android, iOS, etc.

Why this isn’t just another product launch for business communications.

Market studies show that approximately 59 percent of the business population consider themselves mobile workers, requiring all their office capabilities move with them. That applies to a lot of workers, including:

  • A healthcare provider in Nebraska visiting patients at their homes
  • An inspector in New York examining a building’s sprinkler systems to ensure it’s up to code
  • A service worker repairing an elevator issue at a skyscraper in Dubai
  • A real estate agent in Rhode Island showing a residential property

All of these workers need access to documents, meeting information, CRM insights, and so forth. With TrueUC, we have created the first all-in-one unified communications (UC) application designed for today’s modern millennial workforce – providing workflow, communications and productivity capabilities, typically only accessible when in the office – now available with any mobile device. In particular, organizations can access a cloud, API-driven UC solution that combines text, voice, video, chat, email and business app integration plus a secure mobile device and connectivity – all from a single source. No need for multiple vendors and multiple headaches.

As part of this effort, we’re working with strategic partners, such as Cisco and Samsung, to help deliver a truly mobile experience. A new generation of millennial professionals has grown up with the freedom of mobility, texting, video, voice and the ability to carry their social lives in their pockets. Now, we’ve done the same thing now for their professional lives.

Interoperability challenges? Not here.

We live and work in a highly connected, interdependent global society – meaning partnering with third-parties and other vendors is essential for collaboration and business success. For these collaborations to be successful, software programs and systems need to communicate with one another. Closed platforms don’t work as well.

As such, TrueUC operates as a set of open APIs that allows integration with a range of critical cloud business applications such as Microsoft Office 365, Google G-Suite, Salesforce, Box and Twitter, among others, truly enabling a mobile office experience.

Let’s have a dialogue

Much of what I’ve discussed – the painful commutes, not being able to access documents and information in real-time, scheduling meetings, working with peers in different geographies and time zones – are all challenges to which we’ve grown far too accustomed.

The good news? It doesn’t need to be that way.

I welcome your feedback and input – and look forward to having a conversation that will, hopefully, result in making your work life a little easier.

For more information on TrueUC, please visit our website https://mettel.net/trueuc/

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