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It was with much anticipation that we officially launched ShoreTel Connect CLOUD in Australia at partner-focused events in Melbourne and Sydney last week!
ShoreTel Executives Discuss Cloud Market at Partner Events
At the two events hosted by ShoreTel CEO Don Joos, more than 60 partners throughout the country travelled to be the first to see and hear the latest features of ShoreTel Connect CLOUD, now available in Australia.
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ShoreTel executives and team members at the Australia launch, from left: Don Joos, Mark Roberts, John Jackson, Ben Swanson, Frederic Gillant, David Petts, Craig Howe
The venues we chose in Sydney and Melbourne gave us a beautiful backdrop of each city’s skyline, and our partners and prospective partners enjoyed an afternoon and evening of product updates, networking and hospitality.
ShoreTel Connect CLOUD launch in Melbourne
The events provided a great opportunity for our Australian channel to hear from Don on ShoreTel’s global cloud strategy, including the significance of our expansion in Australia.
Next, David Petts, Senior Vice President of Worldwide Sales & Customer Success, drew on experiences through the introduction of ShoreTel’s UCaaS solution in the US, Canada and UK. He identified ‘lessons learned’, which resonated well with partners as they consider the changing nature of the UC marketplace in Australia and how to capitalise on the increasing market demand for cloud.
Identifying customer demand for communications in the cloud was covered by our Chief Marketing Officer, Mark Roberts who provided insights into generating leads through marketing initiatives supported and funded by ShoreTel.
In a change of pace, partners were introduced to our newly appointed Regional Director for ShoreTel Australia and New Zealand, Ben Swanson. With six years of tenure at ShoreTel, Ben is already a familiar face however the events offered partners a chance to catch up with him face-to-face and hear his views on the UCaaS market opportunities in Australia.
Frederic Gillant addresses the audience at the ShoreTel Connect CLOUD launch in Sydney
Our local ShoreTel executives – myself, Craig Howe, ANZ Channel Manager, and John Jackson, ANZ Service Design and Activation Manager, covered the programmatic topics of the Australian cloud commercials, details of our CLOUD Champion Partner Program and, of course, a demonstration of ShoreTel Connect CLOUD’s UC and Contact Centre capabilities.
Connect CLOUD Shows Strong Response and Early Wins
ShoreTel anticipates a strong uptake of ShoreTel Connect CLOUD in Australia given the response to our first cloud services – ShoreTel Hosted Voice – last year. In fact, I’m proud to reveal we have already won ten new ShoreTel Connect CLOUD customers in Australia, even before the product was officially launched! Those customers include MRWED, a registered training organisation with four offices locations across Australia and a large workforce of remote home-based workers.
“The ShoreTel UCaaS solution will mean better visibility and increased collaboration across our organisation,” said Jason Ash, Chief Innovation Officer, MRWED. “This is a huge advantage as we strive to create a diverse force of remote workers, adding to the MRWED core value of flexibility.”
Ash added, “An important feature of the ShoreTel Connect CLOUD system for us is the multi-point video collaboration. Video, along with features like presence, instant messaging and screen sharing will keep our team well connected when they’re away from the traditional office space. We also love that these features are included in the ShoreTel solution and allow us to replace three other systems we were considering.”
Networking event in Melbourne
We are proud to say, “G’Day ShoreTel Connect CLOUD, welcome to Australia” and look forward to a bright future with our Australian partners and customers.
Frederic Gillant joined ShoreTel in 2014 as vice president and managing director for Asia Pacific. Based in Singapore, Gillant leads ShoreTel’s go-to-market strategy across Asia Pacific managing the sales, channels, marketing and sales operations for the region. Other recent articles by Frederic are listed below:
Digital Natives Don’t Like Working for Dinosaurs
Making Interactions Magically Simple
A Healthy Staff = A Healthy Business
Bicycle Or Unicycle: Partners Make The Perfect Back Wheel In Today’s Communications Landscape
NobelBiz OMNI+ NobelBiz’s latest product, the OMNI+, is a state-of-the-art contact center software that allows companies – regardless of the number of employees – to offer more efficient, standardized solutions to their clients. With OMNI+ you can manage your accounts on all popular platforms (from voice, to email, social media, and web chat) using a single browser. The software also offers effortless navigation between communication mediums and all customer interactions can be easily monitored by supervisors without interfering in their agent’s work. As far as integration goes, the product can be installed and ready to use in maximum 72 hours and can easily be overlaid in pre-existing infrastructures.
Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more)Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with the expectations of your customers while driving your employees' productivity and controlling your operational costs.
Are you ready to provide exceptional customer experience?
Genesis Intelligent Series Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Aspect Via Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively.
- Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen.
- Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence.
- Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.
INBOX INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
CCaaS, SIP Trunking, SD WAN, Interconnectivity Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes: CCaaS: Talk Desk, Five 9s, Nice, Genesys and more SIP Trunks: Many Global Providers to lower cost and improve operational efficiency SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility. Our service are at no cost to our customers. We look forward to meeting you!
PH: 800-886-9199
9.)
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.
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say... (read more)CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer
Say goodbye to internal IT concerns, hardware costs, and service downtime with our cloud-based softphone. Everything your team needs to succeed and scale is on their computer or smartphone. Our UCaaS platform grows with you, with flexible month-to-month agreements and no price-per-head or user costs. You can manage remote staff, access virtual voicemail, and forward calls to any device around the world.
From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more)Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully-featured services from data centers globally. Millions of customers including the fastest-growing startups, largest enterprises, and leading government agencies are using AWS to lower costs, become more agile, and innovate faster. As a member of the AWS Partner Network (APN), Consilium is focused on technical proficiencies and customer success in rapidly building and launching Amazon Connect based contact center solutions. With over 33 years of experience in the contact center industry, workforce management, Artificial Intelligence AI, and CRM platforms, Consilium is uniquely positioned to help clients blend the newest technologies and cloud adoption, which is the natural path at this stage of the COVID-19 crisis. We have helped some of the world’s leading enterprises migrate their contact centers to Amazon Connect and the AWS platform. Our consultants have experience in architecting and building large-scale solutions that are well-integrated into customer processes and high on user experience. Amazon Connect delivered by Consilium is an open platform that can easily integrate with multiple CRM's, workforce optimization (WFO), or workforce management (WFM) tools to provide conversation history and real-time context to agents so customers don’t have to repeat themselves, improving customer experience (CX) and reducing resolution time. Amazon Connect also leverages AI to transcribe calls and show caller sentiment in real-time to better understand trends and improve customer service. It’s all about delivering a stellar customer experience that imprints your company’s image on your customers’ minds, much like the rave reviews won by Amazon’s own customer service, which also runs on Amazon Connect globally. Benefits at a glance • Personalizing the customer experience Amazon Connect is AI-enabled by default, to automate interactions and provide real-time context to the agent, making customer and agent interactions more effective as the most relevant customer interaction history is presented to the agent. • Easy to Use Amazon Connect is so simple to set up and use, with only a few clicks, organizations can set up an omnichannel contact center and agents can begin talking and messaging with customers • Pay as you go As an on-demand service, you pay for Amazon Connect usage by the minute with no long-term commitments. • Omnichannel Experience Amazon Connect provides a seamless omnichannel experience through a single unified contact center for voice and chat. • Seamless 3rd-Party Integrations Amazon Connect provides built-in integrations with 3rd party CRM’s, workforce optimization (WFO), or workforce management (WFM) tools. • Cost-effective Amazon Connect is helping companies save up to 80% over traditional contact center solutions. With Amazon Connect there are no minimum monthly fees, long-term commitments, upfront license charges, and pricing is not based on peak capacity, agent seats, or maintenance. • Reliable Amazon Connect runs on Amazon Web Services proven infrastructure operating 42 Availability Zones within 16 geographic regions around the world.
contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
𝘀𝘁𝗼𝗿𝗺® Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify Huddle Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience... (read more)Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience by turning data from customer interactions into action, making an intelligent impact on your business that leads to exceptional customer experiences. We are proud to help record, analyze and improve millions of customer interactions every day.
Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.
Attending the EXPO is FREE to any member of our association and you can me... Read More...
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