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Converged Network Services Group, “CNSG” Ali Niroo, Managing Partner view’s on CallTower’s audience of SMB decision makers. - CallTower - ContactCenterWorld.com Blog

Converged Network Services Group, “CNSG” Ali Niroo, Managing Partner view’s on CallTower’s audience of SMB decision makers.

Summary: CallTower a leading provider of cloud-based enterprise-class unified communications solutions recently invited CNSG a premier master agency for Connectivity, Cloud and Cloud enablement to discussed how Converged is Converged enough for SMB, whether or not SMBs today want their IT, phone equipment and carrier services delivered by a single solution provider on a single bill with a single help-desk – a proverbial “business technology triple play” – why or why not?

Mr. Niroo: The days of the bundled solution, single invoice is not as relevant now because of such a diverse product landscape. The majority of providers have a network, cloud telephony, and cloud play or partnership under one umbrella. I believe sourcing the best of breed solutions like CallTower with responsibility associated to cost and vendors’ capabilities is the preferred procurement model for our client base.

CallTower: While those who provide a seamless triple-play insist it’s the only play for every business, in your experience what percentage and/or what type of SMB is perfectly comfortable with what kind of double play?

Mr. Niroo: I believe TDM based PRI/analog voice handoff with voice is still preferred but in today’s environment in a single or multi-site MPLS design it’s easier to pile on voice services. Nonprofits, associations, law firms all tend to have multiple locations. The retail space also has a need for simplicity in vendor selection.

CallTower: CNSG work’s with many O365 solution providers who are choosing double and triple play vendors to go to market with. What are some of the vendor combinations that are most popular and what kinds of end-users and partners are the different vendor combinations most appealing to?

Mr. Niroo: We have found a lot of IT/MSP partners who have or are in the process of onboarding their current client base to Office 365 as a natural fit to CallTower’s platform. The Lync/Skype for Business capabilities that are cloud based, and require no hardware or professional services also provide that clean plug in to a voice enabled collaborative environment in the workspace. It’s a natural fit and has been very attractive amongst my partners.

 CallTower: Some prognosticators say that at some point Comcast and AT&T will take over the ultra-small SMB market for all IT, phone & carrier services by drop shipping a black box and then remote managing everything. Do you believe that all MSPs will eventually be crushed by Comcast & AT&T or is there some sweet spot in the SMB market that’s safe and if so what part?

Mr. Niroo: The managed service providers I know provide task and functionalities that the 800 lb. gorilla seemingly cannot provide. IT/MSP services need consultative, skills, live bodies for help desk and break- fix needs, on top of a cloud based solution. Some of those services such as IaaS, DR/DRaaS, compute or storage can be provided by a cloud provider like an Azure/AWS, Rackspace data pipe, etc., however the SMB is a market space that will always require immediate attention and responsiveness. I don’t believe that MSP’s will become obsolete in the near future.  CallTower has a uniquely designed program built to compliment the MSP offering rather than replace them. This offering is very attractive to my MSP partners.

CallTower: We offer an innovative and compelling best of breed (Cisco and Microsoft) solution in Unified Communications that allows organizations to stay connected through Presence, a feature that allows instant visibility. Can you please elucidate how our solution/s offers value differentiation to CNSG supplier portfolio of carriers, cloud and IP infrastructure services?

Mr. Niroo: The relationship with Microsoft and Lync now Skype for Business adoption truly is a large differentiator for CallTower. Being able to remove Cisco SmartNet costs from legacy Cisco hardware and immediately take a customer to the latest Cisco CUCM Call Manger version ex: 10.5 is a main differentiator. The Cisco platform is skinny based and functions as a true PBX product with Lync/Skype for business Integration capabilities.  In fact, if a client has already fully adopted Office 365 or Microsoft Skype for Business the CallTower solution becomes very attractive from a cost perspective.  CallTower has the ability to integrate the E3 and E4 O365 licenses with their Cisco platform as well as providing Skype for Business as a hosted PBX. This flexibility is unparalleled in the industry.

CallTower: Your clients depend on CNSG supplier’s portfolio solutions that meet their existing and future business requirements. With such a large pool of vendors to choose from, what are the differentiators that set CallTower apart to provide you the confidence to recommend CallTower to your clients?

Mr. Niroo: CallTower has the ability to be an over the top Skype for Business application provider. Skype for Business is built to run over the public internet, however with handsome network peering carrier agreements, you can effectively deliver a world class, business grade cloud telephony solution.

Another key differentiator is CallTower’s Cisco CallManager “CUCM” in the cloud with new phones, or the ability to flash existing non end of life hardware and update to the latest version with a plug and play Lync/Skype for Business integration. Very attractive and rarely is the conversation not engaging.

CallTower: As the price of storage and bandwidth continues to drop fast, Cloud based services are becoming more and more attractive to small and medium-sized businesses (SMBs) which are seeking to reduce licensing costs, avoid recruiting IT staff and focus fully on their core responsibility – growing the business. What are your thoughts on the current landscape of prem based vs. hosted and where you sees it being in 3 years?

Mr. Niroo: The pace has grown faster than I imagined. Cloud telephony is becoming the growing purchasing model that is preferred. More than 90% of companies now use Software as a service (SaaS) applications, according to the Nemertes 2013-14 Enterprise Technology Benchmark. Storage and server virtualization has become more appealing in the last 12 months.  As a result the jump has not been as feared as it was a few years ago. During next 3 years we will see a dent in hardware sales if the present is an indicator.

CallTower: Would you like to highlight history insight about the best of CNCG and CallTower’s business wins?

Mr. Niroo: All have been very different, from the small business looking for a basic hosted PBX telephony solution and no onboarding of bells and whistles, to very complicated Cisco and Microsoft designs. This flexibility to provide so many platforms has been a very attractive proposition for CNSG clients working with CallTower. Clients are diverse, every opportunity is different and CallTower’s offering provides CNSG with the flexibility of a portfolio of multiple platforms and not being stuck with a single focused offering.

Source: http://www.calltower.com/blog/converged-network-services-group-cnsg-ali-niroo-managing-partner-views-on-calltowers-audience-of-smb-decision-makers/

Publish Date: August 25, 2015 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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