ShoreTel Expands Globalization Growth Through HYBRID System and Voxbone Partnership

Unified Communications | TMCNet

PREVIOUSLY PUBLISHED TO TMCNET’S UNIFIED COMMUNICATIONS

ShoreTel, provider of unified communications solutions and phone systems, has decided to partner with Voxbone in extending the reach of its Cloud PBX Service. Voxbone is a global provider of virtual local and business-centric telephone numbers, serving both individual and enterprise consumers.

Impacting global expansion strategies, ShoreTel’s partnership with Voxbone will enhance enterprise operations, by allowing clients to be reached by customers outside of their current territories and markets.  

ShoreTel recently launched the Connect CLOUD, providing fully hosted management to benefit collaboration and unified communications experiences. This not only establishes a centralized universe for companies working across continents, but it also allows them to receive direct inward dialing (DID) extensions that facilitate global demand through a carrier-grade network.

Voxbone, an industry choice for many, has partnerships with national carriers all over the world, providing service possibilities to the end-customer.  They not only assign traditional geographic-based numbers, but they also provide regional 800 numbers and the ability to receive text via virtual mobile numbers. This is extremely important for organizations that are switching from strict call center models to contact call centers in keeping with modern progression.

This move also facilitates customer contact through multiple platforms. Delivering the means to communicate through a central source provides continue efficiency and fosters proactivity in the workplace. It also establishes brand trust and loyalty. Which means, ShoreTel is providing clients with more convenient way to serve their customers.

Striving to better serve a globalized workforce, ShoreTel has been working to evolve their solutions in meeting the needs of companies operating in obscure locations and geographical regions, while connecting remote teams throughout.

In other news, the rollout of the ShoreTel Connect™ HYBRID is allowing sites to mix-and-match efforts towards more effective UC deployment. Companies are be able to move all communications within the cloud – or route them to where it most benefits their daily activities. Directory synchronization allows for extension-to-extension dialing, pairing virtual extensions with actual extensions in the physical realm.

“The hybrid architecture is a destination, instead of a transitional strategy,” states Dave Michels, Analyst of UC Strategies.

ShoreTel is taking an initiative in upselling existing solutions by helping companies exceed their current growth and business models. With growth comes the need to upgrade servicing and ShoreTel is working to help them get there.

“Many customers want to take advantage of UCaaS capabilities, and at the same time they want to leverage their existing assets and business processes,” states Eugenia Corrales, SVP of product at ShoreTel. She continues by discussing new subscription-based model targeting the specific needs of each business. “Businesses now have the flexibility to optimize communications services and applications while migrating payments to a subscription-based model.”

A few benefits of the ShoreTel Connect™ HYBRID and the move to integrate Voxbone technologies include little or no expense in:

  • Adding additional offices and office expansions in remote locations
  • Providing seasonal teleworkers with their own extensions without interfering with IT operations
  • Simplifying communications
  • Centralizing communications
  • Transitioning operational models and existing solutions
  • Reaching customers outside existing markets or market reach
  • Providing flexibility in the communications model
  • Protecting sensitive communications and identities of workforce

This shift in solution servicing allows on-site and remote workforces to work together in synch, while facilitating productivity and collaboration in day-to-day business operations. It’s almost like they’re down the hall from each other. 

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Axway Acquires Appcelerator, Both Entities Continue to Expand Enterprise Potential

Communications Developer Zone | TMC Net

Previously Published to TMC Net’s Communications Developer Zone

Two entities came together in the name of enterprise business and accessibility, as Axway, driver of business critical interactions for enterprise business, acquires Appcelerator. Known for a platform utilized in mobile app development amongst customers such as T-Mobile, PayPal and GameStop, the acquisition of Appcelerator means a totally new direction for Axway, as it expands B2B service incentives for new and existing clientele.

Appcelerator brings Axway competitive leverage by implementing mobile and API solutions into the new business initiatives at Axway.  Axway, previously without mobile capabilities, will now be able to service clientele through end-to-end solutions that will allow corporate data to become accessible on mobile.

Appcelerator creates solutions, delivering native cross-platform apps, quickly and by bringing mobility to the life of any data source, utilizing cloud-technologies.

While no purchases price has been disclosed in the matter, it is said that this acquisition was a “cash on the table” deal. Perhaps the most important element in the deal, however, was that nothing at Appcelerator would be changed. The company’s purpose will simply expand. Because the product and brand has such a strong influence in the corporate world and a mutual customer base, Appcelerator will continue to operate similarly to how it has in the past.

“We don’t want to hug [Appcelerator] to death,” Axway CEO Jean-Marc Lazarri told Tech Crunch.  He continues by saying, “We had long discussions and I’ve done that rodeo before — where you move from a startup to a larger entity… We will probably use Appcelerator as a kind of innovation center or digital lab… We have no intention not to try to leverage the maximum of the brands we are buying.”

While Appcelerator targets the developer, Axway has the total enterprise in mind. Appcelerator will now create solutions that will allow department heads more control of the system. This means that they will certainly have to simplify their platform to accommodate the executive that may be less tech savvy.

Ultimately, there will be integrations that will also accommodate productivity and better communication amongst corporate divisions in the way Axway is currently structured.

Axway’s goal here is to move customers towards bimodal IT, bringing stability through secure solutions that will allow them to become more agile while remaining competitive. It’s safe to say that it is this agility that could put them over the top, as companies continue to partner and integrate to meet mobile demands.

The acquisition of Appcelerator will allow Axway to become a prominent force in Silicon Valley. While this subsidiary is headquartered in Scottsdale, Arizona, it is part of the larger Sopra Steria group, based out of France. 

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Vidyo, Inc. Teams up with Genesys AppFoundry for Interactive Video Service Experience

Omni-Channel Experience | TMC Net

Previously Published to TMC Net’s Omni-Channel Experience

Vidyo recently announced that its patented video conferencing technology will become part of a new marketplace, Genesys AppFoundry, which is poised to provide brands with innovative customer experience solutions. This partnership will allow businesses to enter face-to-face conversation with Genesys contact center agents, providing live human interaction to the customer service experience.

“Today, 75 percent of customer journeys start on mobile, web or social and this trend is only accelerating,” said Merijn te Booij, Executive Vice President of Product and Solution Strategy at Genesys. “Response to this digital imperative is increasingly important for companies competing on the battleground of customer experience.”

Most businesses are starting to realize that in a mobile world, most people despise typing long, drawn out conversations on a small mobile device. They find that touch screens and autocorrect often become their worst enemy – especially with “fat thumbs.” When people are frustrated, the last thing they want to do is type out their problem, especially if they don’t know what that problem even is!

Vidyo is catering to this problem.  Through their Vidyo Adapter for Genesys, contact center agents will directly connect to customers all over the world. As they began working with healthcare and financial sectors, during preliminary testing, they found that customers actually prefer this type of interaction. Some clients even reported a 200 percent increase in their Net Promoter Score, while others found that calls are becoming shorter and satisfaction is increasing across borders.

Sometimes, its better to see someone face to face at a time when frustration ad chaos is at its highest. Sometimes, this is the calming mechanism that shows a customer that the agent is sincerely interested in finding a solution. While in videoconference with a customer, the omnichannel experience is heightened whilst Genesys operators will gain access to connected apps and help to solve the problem. The agent is able to show the customer how to do something “hands on.” Not only does this decrease call times, but it eliminates repeat calls for the same problem.

Last week, omni-channel customers reported on how video conferencing empowers millenials in the workplace. Adding direct video calling and device sharing features to contact centers may just become a standard of the future. It is quite possible that Vidyo has started a trend in mobile and that other partnerships will adopt similar technologies that skirt around Vidyo’s patent.

While Vidyo holds a patent on this technology, we are seeing integrated partnerships amongst many tech companies during the wrap up of 2015. Omnichannel integrations are already combining video conferencing with cloud platforms to enhance productivity in the workplace. Will we see more businesses providing customer support features that include video chat on mobile?  It’s possible.

Appery.io is predicting that based on the current trends of over 300,000 developers, 2016 will see many mobile technology companies merging to deliver omnichannel solutions that embrace collaboration. If they don’t, many are predicted to simply close doors and become defunct.

Appery.io also discussed how a majority of mobile users prefer using one central app in meeting all of their business needs. They hate sending apps to the background, while they attempt to execute yet another necessary task. This same would be concerning with customer service. Allowing them to see what you are having issue with is only the cherry on top!

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