DEMAND
CREATION
Giving users what they want
Marketers talk of ‘Synergetic Convergence’, the place and point at which products meet customers and their
needs. For resellers this means understanding what users are looking for and then having the right products,
services and applications in their portfolio – and at the right price. If only it could be that easy!
If you adhere to the principle
that no single vendor can
provide everything then the
importance of having a multivendor
strategy is critical for
resellers. Do you have the right
portfolio to ensure you win more
than your fair share of deals? e
advice received from channel
suppliers can be helpful and
at the same indicate what they
believe users are looking for in a
hosted VoIP telephony solution.
For example, Gareth Long,
Head of Daisy’s Hosted Voice
Select Programme says that
Hosted Voice is about more than
just telephony.
“It’s about Uni ed
Communications and creating
an agile workforce as we move
towards a more digital landscape.
Daisy Wholesale o ers a full suite
of solutions designed to work in
harmony with our HV.Select
products and maximise the
opportunity presented by
convergence.
Our One and Only
Convergence Solution brings
together bespoke products for a
re ned balance of exibility and
functionality while delivering
enterprise grade connectivity.
is helps Daisy Wholesale stay
ahead of competitors with a
market-leading portfolio designed
speci cally for VoIP.
Encompassing Mobile, SDWAN,
Broadband QoS, Uni ed
Communications, Hosted Voice
and SIP, our One and Only
Convergence Solution gives
resellers a full set of products
to mix and match in order to
provide their customers with the
services they require. is unique
o ering helps us to di erentiate
ourselves from other vendors and
win more contracts with resellers
who want to take advantage of
the convergence of the IT and
telecoms arenas.
We empower our resellers
to take their end-users on an IP
journey from traditional PBX;
moving to SIP; then SIP with a
PBX to a fully hosted or mixed
environment with both SIP and
HV.Select; all the way through to
Gareth Long, Head of HVS Programme at Daisy
our full mobility solution in the
form of an FMC app, where, once
they have moved their numbers,
they need never do it again.”
Christopher Peters, Vice
President for EMEA Channel
Sales at 8x8, says users demand
a balance of simplicity delivered
through an intuitive User
Interface, combined with a
high level of functionality and
seamless integration.
“To a vendor this means
regardless of location or device
the user has the same experience
with the same services.
AI/Machine Learning driven
features are already making an
appearance into hosted solutions;
8x8 uses AI/Machine Learning
to derive context from the tonnes
of data that ows from its global
cloud services every day. e
context derived from this data
is already driving exciting new
features:
8x8 recently announced its
partnership with Google Cloud’s
new Contact Centre AI (CCAI),
a solution that combines multiple
AI products to improve the
customer service experience, as
well as the productivity of contact
centres.
One key feature of 8x8 X
Series integration with CCAI
is 8x8 Virtual Agent. Incoming
calls with simple and routine
questions can be answered
with a virtual, automated agent
without the need for a live agent.
is call de ection technology
increases the e ciency of the
call centre, often enabling 24/7
support, while reducing costs.
For end customers, the Virtual
Agent improves the customer
experience, increasing rst call
resolution and reducing call wait
times.”
Tailored Solutions for 2019
Steve Day at Invosys believe 2019
is setting up to be an interesting
year for telecommunications and
with so many developments to
both the technology and service
aspects of the industry on the
horizon, users can expect the
delivery of many new products
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www.commsbusiness.co.uk IP Telephony 2019 | 27
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