Spark is changing their Audio Conferencing

Spark is changing their Audio Conferencing

With everyone talking about unified communication (UC) and collaboration, including web and video, standard audio conferencing does not really get discussed very often. However, many more people use audio conferencing than have invested in UC and video conferencing. For many this means using Spark audio conferencing – Meet Me (083032) and Meet Me Collect (083033) and then entering a PIN and being joined together for the meeting. There are more features than this but for many this is their user experience and is quick and easy. A warning though. If you are calling from a mobile this is charged as a call to a premium service and call charges are high – particularly so on a long conference. Such calls do not use your “free” minutes on your mobile plan. We have experienced this ourselves. You may have noticed that Spark is retiring its old Meet Me platform in favour of a newer platform called Reservationless-Plus. Some of our clients have already experienced the move. This service uses an 0800 number (0800 633 866), so anyone can call in using any device without additional cost. It is the conference organiser that pays for the conference connections. For those who wish to stay with a similar dial in number the new service uses 083038. Benefits of Reservationless Plus Increased security 10 digit PIN numbers instead of 6 digits Ability to separate conferences so if your meeting overruns, people are not dialling in to the next conference and unknowingly joining yours Increased levels of control with application allowing you to control users, mute, drop off etc The ability to host larger...
The new Genesys

The new Genesys

At the beginning of August, TeleConsultants attended the G-Summit conference held by Genesys. It was particularly interesting to see how the new Genesys, post the acquisition of Interactive Intelligence (InIn) at the end of 2016, was fairing. The event brought together clients, prospective clients and service providers to hear about customer experience and learn how to help enterprises design customer journeys that meet the needs of today’s digitally driven consumer. This included: Omnichannel Customised experience Cloud Digital, informed and mobile consumers Artificial intelligence Industry trends Predictive analysis Workforce optimisation Despite a healthy scepticism about the marketing messages presented, it is clear the acquisition of Interactive Intelligence has clear synergies both globally and here in New Zealand. Genesys has pulled the two organisations together with relatively little disruption, including new logo, marketing messages and blending the product portfolios into three distinct brands. PureEngage (ex Genesys) PureConnect (ex InIn CIC) PureCloud (ex InIn) Whilst the products undoubtedly have some overlap, they give a clear roadmap across the entire legacy client base. They all have clear ongoing development embracing the changes in the market and the demands on organisations to provide an Omnichannel, contextual customer experience. All brands leverage the considerable expertise from arguably the market leader of contact centre and customer experience technology. There are opportunities for clients and service providers from both legacy camps. Even the corporate offices and service providers blended nicely in New Zealand with little need for consolidation. Genesys from Wellington with partners Vodafone, Dimension Data and AGC Networks, and Interactive Intelligence from Auckland with partners Spark, Datacom and Pyrios. This provides the new Genesys with a...
Cogent Converging Telecommunications and Mobile Radio

Cogent Converging Telecommunications and Mobile Radio

The market continues to consolidate. We have seen Genesys acquire Interactive Intelligence and Mitel announce they are acquiring ShoreTel but one acquisition closer to home that may have gone largely unnoticed is Cogent acquiring Skycom. This is significant not only in that it brings together two well-known New Zealand brands in their own areas of the communication market but it highlights the continued convergence of telecommunications and mobile radio. In a similar manner to when telecommunications and IT came together to become the ICT market it was only when organisations like Telecom bought Gen-i and Dimension Data and Datacom started managing telecommunication services that the market really saw how well they blended together. Cogent’s acquisition of Skycom brings together Cogent’s voice, networking and telecommunications experience with Skycom’s expertise in mobile radio. What some may miss are the synergies that come from Cogent’s focus on managed services and how well that fits with Skycom’s managed radio network Digifleet. This also presents opportunities as a part of the Push Wireless (Tait Digital Tier 3) mobile radio network. It will be interesting to see how Cogent’s broad product and solution line up will be presented to the  combined customer base and what this mean to prospective...
Find hidden treasure in your telecommunications bill

Find hidden treasure in your telecommunications bill

How many businesses focus on cost savings? How many struggle to find the budget for ICT projects? Gartner still tell us that telecommunications represents approximately 38% of ICT spend so CIOs and IT Managers should look for savings here to free up budget to fund more projects. Here are five main reasons we hear for not wanting help reviewing telecommunications spend. They used a company in the past who didn’t find any savings Many “consultants” are not necessarily looking for savings. Some are simply vendors showing you how their solution is cheaper. Others are selling you a service that shows you where you are spending your budget not how you can save money. Then there are the inexperienced who assume as there is no obvious usage (as with an inward fax or alarm) that a service can be switched off – they’re very black and white view shows little understanding of the technology and how it is used. An audit will be too time consuming Auditing should not need too much of the client’s time. At TeleConsultants we know what we are doing. We know exactly what we need from your business and have proven processes that utilise our resources efficiently and minimise requirements on yours. We find the savings – you focus on your core business. There is already in-house staff responsible for auditing In most cases this is more wishful thinking than fact. With even the most capable of staff, IT, accounts and administration don’t normally have the knowledge, expertise or time to truly do the job. In most cases bills are paid with errors included and...
Workforce Management

Workforce Management

For contact centres, management of workforce resources continue to be a major issue and resources are the largest cost. Workforce management encompasses a few other terms being used in the market. Workforce Optimisation Workforce Engagement Management Workforce Optimisation (WFO) technology helps to drive agent and operational efficiency. The idea that happy employees make happy customers is not a new concept, but is gaining enterprise-level attention and traction. A new software category introduced by Gartner called Workforce Engagement Management (WEM) refers to a suite of products that helps companies manage and improve employee engagement. The types of products that make their way into the WEM category will be supplemental to established set of products under the WFO umbrella. The difference simply being that WEM products will have their primary focus on employee engagement, while WFO products focus on overall quality and efficiency of operations. This need to be operationally “well run” is still an important consideration and is at the heart of a WEM solution, but various key market shifts have occurred since the inception of WFO that now need to be factored in. Each of these factors requires much more emphasis to be placed on the employee. Key areas of WEM functionality include: Recruitment and onboarding Evaluation and improvement Time management Assistance and task management Metrics and recognition The voice of the employee (VoE) It is no surprise that the traditional leaders in this area are Verint and NICE. There are also a few contact centre specialist vendors such as Genesys and Interactive Intelligence (now combined as Genesys), but these are generally used only if already using their contact...
Contact Centre Solution Options

Contact Centre Solution Options

In May, Gartner released its annual Magic Quadrant report for Contact Centre Infrastructure (CCI). This raised the question of where have some of the other players gone, with now only two vendors, Cisco and Genesis, in the leaders quadrant. And where does that leave organisations in New Zealand that see managing customer interactions is critical to their success. A few key points to note: Genesys bought Interactive Intelligence (ININ) in 2016 which removed an industry leader. Genesys is committed to the ININ portfolio of PureCloud and CIC (now PureConnect) alongside its historic market leading product, now PureEngage Enghouse Interactive enhances its position as a challenger with EICC, an evolution of the Zeacom product, developed here and used extensively in New Zealand Mitel also remain a challenger with their portfolio including those users in New Zealand that come from using the Solidus platform originally developed by Ericsson/Aastra as part of the MiContact Centre portfolio Avaya, who has always been a leader in this market, drops away due to its financial challenges and clients are expressing dissatisfaction with Avaya’s ability to deliver contact centre solutions ShoreTel, whilst they slip off the Magic Quadrant, still get an honourable mention, along with Alactel-Lucent Enterprise. Both offer solutions in New Zealand and are appropriate for certain situations. They sometimes compete against vendors that are included in the Magic Quadrant CCI is defined as the products (equipment, software and services) needed to operate contact centres for telephony and multichannel support. There are two key areas that closely align and therefore compete in this area of customer engagement centres (CECs). These are solutions that leverage the...