CCOOMMMMSS N NEEWWSS
BYTES...
JOLA
Jola has launched a range of EE
roaming SIM packages to Mobile
Manager, Jola’s online management
portal. The white label portal
communicates in real-time with
multiple 4G networks and can be used
by both resellers and their end users.
AWARD
Westcon International has been named
Avaya International Distributor of
the Year for 2018. The prestigious
award recognises the investments
that Westcon has made in partner
development and enablement
initiatives.
ADVANTAGE?
According to mobile network
benchmarking fi rm Global Wireless
Solutions companies located in the
North of the UK are likely to have
a business advantage as they fare
signifi cantly better than the South for
mobile network connectivity.
36.9%
of companies view technology
disruption as an opportunity to
improve and grow as a business
FSQS CERTIFIED
Cloud contact centre solution provider
Content Guru is now fully registered
on the FSQS supplier qualifi cation
system. FSQS provides a standard
and simple mechanism for collecting
and managing supplier compliance
assurance information across the
fi nancial sector.
TEAMVIEWER LEVERAGES
IMPARTNER’S RELATIONSHIP
UNTIL RECENTLY, TEAMVIEWER’S
phenomenal growth has been
driven through direct sales. That
changed a little over two years
ago, when the company decided
to add an indirect channel to
further accelerate its growth.
TeamViewer turned to Impartner’s
Partner Relationship Management
(PRM) as a foundational
technology to help the company
scale its partner business and
now has more than 2,000 channel
partners and 60 distributors.
“TeamViewer had a
phenomenal growth track record,
but we never really focused on
working with partners – and twoand
a-half years ago we changed
that,” said Konstantin Ebert,
TeamViewer vice president sales
EMEA, APAC & Global Channels.
“We knew it was important
that we immediately fi nd a way
of managing those partners,
working with them effi ciently,
and supporting that growth. We
knew we had to fi nd a way to
make our partners’ lives easy and
meet their needs, including deal
registration and getting them the
right sales and marketing assets.”
RETAILERS TURN TO AI
A NEW STUDY, by Olive
Communications, included 500
call centre operators, 1,000
consumers and 500 Heads of
Customer Service in retail and
ecommerce. It found that 59% of
the 500 retailers questioned have
invested in Virtual Call Centre
Agents (chatbots that handle
minor queries before passing
to a human agent) to radically
transform their customer service
and productivity.
Forty-two per cent use Virtual
Agent led Live Chat (live chat
managed by a chatbot rather
than a human) and 22% utilise
Agent Assist technology –which
transfers an unresolved enquiry
to a human agent with full context
of the Virtual Agent conversation,
and continues to support with
real-time coaching, research and
call analytics.
Martin Flick (pictured),
CEO of Olive Communications
comments on the fi ndings. “With
customer experience predicted
to overtake price and product
by 2020, retailers must be
prepared to evolve to offer a more
personalised experience, which
our research has proved must
be quick and convenient for the
customer across all channels.
“Customers get frustrated if
they need to repeat their issues
to multiple representatives. The
latest advanced AI powered
contact centre technology
removes this frustration,
empowers the agent and the
retailer while delivering a
seamless customer experience.”
Tollring has been showing off its new
functionality at BroadSoft Connections
TOLLRING CHOSE THE BroadSoft
Connections event to preview
its most powerful release yet,
iCall Suite version 3.7. New
features in iCall Suite include
workforce management,
supervisor call control, speech
and sentiment analytics,
wallboards and business
performance analysis.
Cisco is pushing its partners
to focus on the lucrative midmarket
space and this was a
strong theme throughout the
event.
As Carl Boraman, Director of
Strategic Alliances explains,
“A high-end contact centre
solution might have 100 features
– Tollring picks the 10-15 features
that are most relevant and
useful to mid-market businesses
to enhance the business
productivity suite in a relevant
and affordable way, making new
customer engagement tools
accessible to all.”
Bigger and Better
Read the full story on pg 24
Tony Martino (pictured), CEO,
comments, “We are embarking
on an exciting journey as we
evolve our suite of products
in line with customer need,
strengthen our strategic
positioning and widen market
penetration for partners. As we
continue to add modules and
functionality, we look to expand
the market opportunity for our
service provider partners.”
16 | Comms Business Magazine | January 2019 www.commsbusiness.co.uk
/www.commsbusiness.co.uk