Should Voice Communications be Valued Differently than Contact Center Software?

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We are savvy enough as consumers to know that even great companies don’t do everything great. Clearly some companies do certain things better than others. The trick is to find companies with Best-in-Class products that are integrated with each other. For example, Google is simply better at storing photos than Apple, but Apple makes superior devices for the taking and sharing of those photos – in my humble opinion. Together, Apple iCloud photo sync, iMessage, iCloud and Google Photos provide a Best-in-Class solution for both the taking and sharing of photos as well as storing them long term.

This is how Alteva’s Unified Communications solution works collaboratively with inContact Contact Center, Microsoft Lync and CRM applications such as Salesforce and Zendesk.

Your firm has clearly valued the contact center as a critical application and chosen a best of breed. We know this because you partnered with inContact. Or, at the very least, have stumbled on this blog post because you are looking to find out more about inContact. Like any cloud application, cutting edge revenue-driving features are only as good as the quality of uptime, efficient management and acceptance of the applications. In the contact center world, that typically means three critical paths outside of the local network and one critical path in the local network.

  1. Contact center applications
  2. Robust, resilient and redundant internet
  3. Voice connecting the dots to your customers

The other, the LAN critical path, is the Session Board Controller model. This best practice enterprise voice model allows for deep packet level troubleshooting, voice prioritization or Quality of Service, internet failover, VoIP security and survivability.

Contact center executives have traditionally deeply valued the support and stability of voice. Before fantastic apps aimed to assist in efficiency arrived, voice was the primary lifeblood of a call center and in reality, it still is. In addition, business users and their managers are becoming just as demanding as agents.

When embracing the cloud, there is no need to sacrifice stability, quality and deep expert management of Voice for ease of access and extensibility.

In order to be great at Voice in the Cloud, the UC provider should have all of the following:

  1. Deep experience in telecom and the cloud
  2. World class carrier services and data centers
  3. Best of Breed Platform and the most widely accepted platform in BroadSoft (55% of entire US VoIP market and 30% global market share, according to Frost & Sullivan)
  4. Use best practice voice model for local network as noted above (Session Board Controller)
  5. A sales model that delivers solutions, based upon discovery and desired outcome or customer effects over simply selling features

It was great meeting many of you earlier this month at ICUC 2015! In addition to being a platinum sponsor for the event, we sponsored the annual Selfie Contest. Below are the two winners – thanks to all of the great entries!

icuc selfie contest

 

2nd Place – Jeff Laxamana

JustFab
icuc selfie contest

Grand Prize – Daniel Kemp

2-1-1 Tampa Bay Cares

Alteva (NYSE MKT: ALTV) is a premier provider of Hosted Unified Communications that significantly enhances business productivity and efficiency.  Alteva’s UC solution integrates and optimizes best-in-class cloud-based technologies and business applications to deliver a comprehensive voice, video and collaboration service for the office and mobile workforce. Alteva is committed to delivering meaningful value to our customers through a consistent, high quality and unified user experience across multiple devices, platforms and operating systems. These attributes have positioned Alteva as a leading hosted communications provider and the partner of choice for a growing number of business customers nationwide and internationally. To learn more about Alteva, please visit www.alteva.com. You can also follow Alteva on Twitter @AltevaInc or LinkedIn.