In the past, and some would say in the present, the better-known IP-PBX and Unified Communications (UC) vendors focused on large enterprises. The real profit was in obtaining the most significant number of subscribers per business.
The small and medium enterprises (SME) were by default not a priority, henceforth the commercial models or technology ignored their requirements. It was all about economies of scale. The interesting fact is that in most countries, the SME represents an average of 90% - 95% of the total number of enterprises. In the APAC alone, the SME actually represents 99% of all firms and 50% region’s GDP output.
It’s perilous to dismiss SME’s real-time communications (RTC) feature requirements. In the age of hyper-connectivity, the SME needs more than ever to have multiple channels to communicate in real time. Just because an enterprise has ten employees or less, does not mean they use fewer features than a business that has hundreds of employees. Traditional Service Providers (SP’s) and Managed Service Providers (MSP’s) want to address this market but lack the proper tools. Many of them already work with a UC platform that is either too costly or does not provide the same carrier-class reliability and scalability that results in increasing the support costs and decreasing margin. It’s not an easy problem to solve, and it requires a balanced mixture of the right features, technology, and pricing. It’s all about the Average Margin Per User (AMPU) and how to get the right formula to serve this audience while keeping both internal and external stakeholders happy.
The cloud has indeed given us the tools needed to start solving this problem. Scalability and geo availability with low hosting costs provides a good start, but the RTC application vendors in many cases are still not in-tune with the needs of the SME. Either they overdo it regarding features which can result in rigid licenses schemes and irrelevant offers due to prohibitive pricing and unneeded functions, or they underdo it which leads to the affordable but incomplete proposal that doesn't adequately address the SME requirements and doesn't scale accordingly. It’s a hard balance to achieve and monetize primarily in such a volatile segment, for an SME it’s much easier to switch UC providers so getting that stickiness and keeping the end subscriber engaged is a must. Hence the need for service providers to have a full understanding of the requirements and to shape the offer accordingly. The technology is available, all we have to do is listen.
For the past few months and after traveling across several regions globally, listening to all stakeholders, it became abundantly clear that the problem is still there and both the SP’s and MSP’s want to jump on this UC growth. SMEs can no longer be ignored and will soon become the more significant number of UC subscribers. Dialogic is striving to achieve the right balance of technology/value that enables easy deployment, enablement, and management of UC subscribers irrespective of the enterprise size. We are building a platform that allows both SP’s and MSP’s to chase the “right fish.” Stay tuned, and let us know what you think by tweeting us at @Dialogic.
Publish Date: November 30, 2017 5:00 AM
|1.)||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
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
|7.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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