UC Advanced - issue #13

UC Issue #13

ucadvanced.com

News, analysis, insights and more

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COMMENT COMMENT

‘Tis the season to be…

Dan for an in-depth interview on the contact centre market. Zoom is revolutionising the contact centre market with its AI-first, cloud- based solutions, enhancing both customer and agent experiences, offering advanced capabilities like AI-driven chatbots and Zoom Expert Assist to streamline operations and reduce wait times. Zoom’s commitment to security, its structured partner program for industry collaboration, and ongoing innovation, including launching a virtual voice agent, see them well positioned to disrupt the CC marketplace. Continual innovation will keep companies delivering strong results, be that new and improved devices, packaging or software. An example of this is the Shure MXA902 + ANIUSB-MATRIX Audio Conferencing Kit featured on pages 32 and 33. Shure have understood what the integrators want – a pre-routed all-in-one box solution. I simply must end this commentary in the fashion that I started. This is indeed the season to be jolly – it’s time for Stockies 2024. The Stock in the Channel Stockies AV & UCC Awards Show is on 26 November, online at 12pm, and the celebration is at 100 Wardour Street in Soho on 28 November 2024. See you there, for a real glass raiser!

“jolly” I heard you say as you completed the sentence? I guess your response would be: “that depends on what side of the channel you are positioned on”. It’s been a year of wins, losses, acquisitions, tremors and aftershocks. But it’s not over yet. We’re in the golden quarter of 2024, when retailers experience a surge in sales and online traffic, primarily due to Black Friday, Cyber Monday and Christmas. At UC Advanced we raise a virtual glass to cheer on all those Distributors and Resellers putting in their best efforts to capture sales and serve their customers this season. Our Stock in the Channel analysts have provided further insights into Black Friday on page 40 and 41, which is worth a browse if you have a keen interest in top trending devices. Up for the challenge this season was Paul Peters, Voice Product Manager (Headsets) at Nimans. The team at Nimans are big on product choice, and we at UC Advanced wanted to put their expertise to the test. We asked a handful of resellers to devise a set of challenges for Paul, and if you’re wondering how Paul performed, look no further than pages 20 to 24. On the subject of

Trish Stevens Guest Editor

headsets, Congratulations to the EPOS Impact 400 series on winning this month’s Editor’s Choice Award. The EPOS Impact 400 series is built with high-quality materials and this robustness will reduce the need for frequent replacements, offering a cost-effective solution for businesses.

Thank you to Paul for sharing his knowledge, and thank you to Ben Neo from Zoom who caught up with our editor

CALLING ALL BRANDS

Support your Channel Distributors and Resellers by using the new FREE Stock in the Channel functionality: “Authorised Distributors”. Click here to learn more

ucadvanced.com

CONTENTS

UCC News You should know p6 All I Want For... Chirstmas is... p14 Distribution Up for the challenge p20 Contact Centres Embrace AI solutions p24 Product Review EPOS Impact 400 series p28 Communications Greater audio flexibility p32 Eagle Eye – BI Video Conference Bars p34 Collaboration Anywhere office solutions p38 Insights Back to Black... Friday p40 Events Seen at Tech XPO p42

Dear Reseller Santa, We toil and type from nine until five, Amidst boxes and racks, striving to thrive...

Workspaces are incredibly diverse – your lap, your desk, your kitchen table, and the tools we need to work effectively...

p14

p38

p20

Energy and Electronics Leave a light on p46 Collaboration UCC Etiquette p48 People p50 Stockies p52

p42

Nimans are unquestionably big on product choice and value. UC Advanced put their expertise to the test...

Midwich’s Tech XPO was back in 2024, held on 23 and 24

October this year at Ascot Racecourse...

This year “Black Friday” falls on Friday 29 November 2024. A phrase originally coined in the United States, the sales trends are not new...

Editorial Guest Editor Trish Stevens Dan Parton 07941 979 845 dan@ucadvanced.com Head of Sales Martin Jenner-Hall 07824 552 116 martin@ucadvanced.com Publishing Director Justin Penn 07816 573 186 justin@ucadvanced.com

p40

p28

The EPOS Impact 400 headset series stands out as an exemplary tool designed to meet the demands of modern business and remote work environments.

The 2024 SHORTLISTS... This year the Stockies are bigger than ever, with an entire week dedicated to celebrating the successes of the IT channel.

p52

Stockies AWARDS

p32

2024 25-28 November

Published by: In the Channel Media Ltd Company registration number: 14363401 Registered office address 14-18 Heddon Street,

Looking for an out-of-the- box solution to enhance meeting audio in your expanding collaboration environments?

Mayfair, London, United Kingdom, W1B 4DA In conjunction with:

ucadvanced.com

UCC NEWS

UC and CC London Event

Cavell and CloudClevr bring the Future of Communications in Hospitality event to The Lookout in London on 26 November 2024 at 3pm. Explore the future of communications in hospitality and discover how next-generation Unified Communications and Contact Centre solutions are transforming the hospitality industry. Experts from Zoom, RingCentral, Mitel, Firmdale Hotels Plc and CloudClevr share their perspectives

RingCentral Partners Verint

RingCentral and Verint® have announced a strategic partnership to enhance RingCX™ with Verint’s leading workforce engagement management (WEM) and CX automation solutions. This partnership aims to provide RingCX customers with enhanced tools to boost employee productivity, improve customer experiences, and increase operational efficiency. “We’ve seen strong traction in all segments of the market, and to further enhance the value proposition of RingCX in the mid and enterprise segments, we see integration with Verint as a key component of delivering a complete customer experience platform,” said Vlad Shmunis, founder, chairman, and CEO of RingCentral. “We will now be able to offer our RingCX customers integration with industry- leading WEM and CX automation solutions from Verint. As the landscape of customer engagement solutions rapidly evolves, we remain committed to equipping our customers Giacom has acquired Inform Billing to enhance its Cloud Market Tools suite, expanding its billing capabilities for resellers and MSPs. This integration adds advanced business intelligence and analytics, benefiting all Giacom billing customers by offering a comprehensive suite for quoting, provisioning, billing, and self-service. Inform Billing’s customers will gain access to these enhanced tools, including Inform Analytics, enabling data-driven decisions, optimised services, and increased profitability. This acquisition supports Giacom’s mission to provide efficient, multi-supplier operations and best-in-class solutions for its partners.

with cutting-edge, AI-powered solutions that not only enhance support and increase productivity, but also significantly reduce costs.” Dan Bodner, CEO of Verint, highlighted that the partnership would deliver significant AI business outcomes by integrating Verint’s CX automation and WEM cloud solutions with RingCX, addressing various complex contact centre scenarios. The collaboration taps into RingCentral’s extensive customer and partner network, broadening Verint’s market reach. Key offerings for RingCX customers include Workforce Engagement Management (WEM) to boost productivity via quality management, interaction analytics, and efficient scheduling; AI Automation to streamline customer interactions and increase service efficiency; Intelligent Virtual Agents to handle inquiries across multiple channels; and Knowledge Management for quick access to accurate data, improving response times and first- contact resolution rates. “We’re thrilled to welcome the Inform Billing team to Giacom,” said Terry O’Brien, CEO at Giacom. “As SMBs increasingly seek strategic partners for all their technology needs, our partners have a tremendous opportunity to accelerate their growth by becoming a one stop shop. Our goal is to make it easy for partners to become that trusted advisor, monetise new services quickly, and scale efficiently. The addition of Inform Billing’s expertise strengthens our Cloud Market Tools ecosystem and provides partners with deeper insights into their revenue streams, supporting growth in both revenue and profitability.”

ringcentral.com

verint.com

Giacom Acquires Inform Billing

giacom.com

MXA902 + ANIUSB-MATRIX AUDIO CONFERENCING KIT

High-quality, reliable meeting room audio is now easier than ever. Shure's pre-configured and pre-routed Audio Conferencing Kit includes the MXA902 Integrated Ceiling Array Microphone + Loudspeaker, paired with the ANIUSB-MATRIX Audio Network Interface for a complete, ready-to-use audio solution. Ensure premium sound and full room coverage in small and medium-sized spaces, or expand audio coverage of existing all-in-one room solutions in larger rooms, with quick, seamless connectivity to your preferred conferencing platform. EXCEPTIONAL AUDIO RIGHT OUT OF THE BOX

Learn more at www.shure.com/ MXA902ConferencingKit

ucadvanced.com

UCC NEWS

Northamber and EkkoSense Northamber has recently entered into a distribution agreement with EkkoSense. This partnership will enable Northamber to offer EkkoSense’s advanced software to its resellers, expanding its portfolio of cutting- edge IT infrastructure solutions. EkkoSense’s

more sustainable, efficient and cost-effective solutions to their customers.” EkkoSense is looking forward to leveraging Northamber’s extensive reseller network to expand in the UK. “Partnering with Northamber is an exciting milestone for us,” said Matthew Farnell, Global Director, at EkkoSense. “While our solution is already used by major organisations internationally – including Virgin Media O2, Three UK and Telehouse, we believe this new partnership with Northamber will enable us to significantly expand our reach in the UK market. We believe Northamber will enable more Edge sites to benefit from the EkkoSense Effect – to save cooling energy and carbon, reduce risk and increase capacity – all with rapid ROI. We particularly look forward to helping more businesses and sites in the academic and public sectors optimise the efficiency of their data centres and provide them with automated ESG reporting.”

advanced software uses real-time data, AI, and machine learning to optimise the energy efficiency and thermal performance of data centres. The software uses gaming technology to present data in an intuitive way to enable intelligent decisions – making “the invisible visible”. The addition of EkkoSense technology will complement Northamber’s existing infrastructure range. “We are excited to bring EkkoSense’s unique platform into our product portfolio,” said Grant Reddin, Cyber & Solutions Director at Northamber. “Their data-driven approach to energy optimisation perfectly aligns with the high-performance infrastructure solutions we already offer. This addition to our vendor portfolio will allow our resellers to deliver

Grant Reddin Cyber & Solutions Director

Total distribution™

northamber.com

8x8, Inc. has announced new innovations to its cloud platform, emphasising AI-powered improvements to enhance customer and employee engagement. Key updates include language enhancements, troubleshooting with videos, improved 8x8 Supervisor Workspace, Azure integration, bulk messaging and more. Utilising OpenAI’s Whisper model, 8x8 enhanced language support now supports double the number of languages for live chats and extends text-to-speech across 40 languages, improving analytics and user interaction.8x8’s CC video elevation enables one-way video for agents to assess customer issues visually, aiding troubleshooting, especially with language barriers or location- specific concerns. 8x8 Work now integrates with Azure for improved call quality in virtual desktop settings, and the bulk messaging support feature allows customers to send SMSs to up to 50 contacts simultaneously, with detailed management of messages and responses. Innovations Galore to 8x8 Cloud Platform

A Public API provides real-time and historical analytics to improve team leader responsiveness for call queue management and security, fraud prevention, and user management are enhanced through a no- code workflow. 8x8’s “Voice Bots for Billing” automates payment processes, reducing manual work and boosting efficiency. Chief Product Officer Hunter Middleton highlights 8x8’s commitment to reinforcing its position as a leading CX and CPaaS provider with a resilient, unified platform offering 99.999% uptime, stating: “Our continued pace of innovation is a testament to 8x8’s commitment to delivering the latest in CX- driven enhancements to our customers every single day. With each update, we are not just keeping up with the demands of the market, we are anticipating them. By investing in AI-driven tools that bridge CX gaps across every touchpoint in the customer journey, we empower businesses to enhance engagement and achieve successful outcomes.”

Hunter Middleton Chief Product Officer

8x8.com

UCC NEWS

DCC looks for “Right Partner” for Exertis On 12 November, Donal Murphy, Chief

added value for its customers. DCC continues to invest in operational improvements, digital advancements and integration programmes across its division. Tim Griffin, CEO of Exertis IT, said: “We’re excited by the opportunities that DCC’s strategic update presents. This is a great opportunity for our Technology division as we explore the possibility of new ownership. Our focus remains as ever on delivering for our customers and vendor partners. DCC’s strategic update provides another opportunity for us all to grow and progress, and we’d like to reassure our customers and vendors of our commitment to them, to adding value, to delighting all our partners and enabling their success.” The full press release can be found here .

Executive of DCC plc – owner of and parent of Exertis, announced an update on the strategic direction of DCC as part of the DCC Interim Results update to the City. DCC announced a focus on its Energy activities, focusing solely on its compelling opportunity in this sector. The business will simplify its portfolio and has begun preparations for the sale of DCC Healthcare. The Technology division will focus on delivering its growth and transformation agenda while exploring strategic options for the future. DCC will continue to support the Technology business financially and ensure a smooth transition to the right partner. Exertis’ top priority remains serving its specialised vendor partners and ensuring it provides the best technology solutions and

Tim Griffin CEO

exertis.co.uk

TP-Link and brsk

TP-Link has announced a strategic partnership with brsk, a leading full-fibre broadband provider, to offer a ground-breaking 2Gbps product to their customers across the UK. Brsk will leverage TP-Link’s advanced EX820v router and the HX710 Pro mesh access points to deliver unmatched speed and connectivity of broadband service in the UK market. These new co-branded devices from TP-Link’s Aginet ISP range will provide a comprehensive Multi-Gig solution that enhances connectivity throughout the whole home environment. The EX820v and HX710 Pro will be integral to brsk’s BetterNet2000 broadband package, ensuring a superior, whole home connectivity experience for consumers. Through this partnership, brsk will harness TP-Link’s advanced networking capabilities

to enhance its service offering. Following a comprehensive evaluation of leading equipment from multiple different vendors, brsk selected TP-Link’s solutions for their superior performance in speed, reliability and range. These routers and mesh systems, tested with QA Café’s CDRouter platform, ensure that brsk’s customers will benefit from the most reliable and consistent 2Gbps experience possible. “Partnering with brsk offers a unique opportunity to showcase TP-Link Aginet’s cutting-edge technology in a way that truly benefits customers by enhancing their connectivity experience with reliable, high- speed broadband” said Paul Howard, ISP Pre- Sales Director at TP-Link UK. “We are truly excited to be part of this offering, providing the technology that make 2Gbps connectivity a reality for homes across the UK.” “Our collaboration with TP-Link Aginet marks an exciting step forward in our commitment to delivering industry-leading broadband experiences for our customers” said Jody Botham, Head of Networks at brsk. “Through selecting TP-Link’s Aginet technology to power our 2Gbps broadband product, we’re setting a new benchmark for connectivity in the UK, providing users with exceptional speeds and reliability they can depend on.”

Paul Howard ISP Pre-Sales Director

www.tp-link.com

www.brsk.co.uk

ucadvanced.com

UCC NEWS

Exclusive Networks and Gigamon

Gigamon and Exclusive Networks have expanded their distribution partnership across EMEA to enhance channel coverage and support for Gigamon’s Deep Observability Pipeline. This collaboration will provide organisations with improved access to tools for securing hybrid cloud infrastructures. Exclusive Networks will offer partners local language resources, technical support, and financial solutions, facilitating customised security strategies and digital transformation compliance. The partnership addresses challenges in hybrid cloud visibility and security, following findings that many organisations struggle to detect breaches due to limited network insight. Mark Coates, VP EMEA at Gigamon, said: “The scale of network data in increasingly complex hybrid cloud infrastructure continues to escalate, which in turn has made gaining comprehensive visibility into all data in motion a mission-critical requirement for security teams today. When you

add stringent regulations and the increasing adoption of AI, organisations are looking for experts to elevate their cybersecurity strategies to stay ahead of the evolving threat landscape. With Exclusive Networks as our lead distributor in EMEA, we can empower the channel with our deep observability pipeline and the expertise to sell, service, and support our customers’ evolving requirements.” Paul Eccleston, SVP EMEA at Exclusive Networks added: “We’re thrilled to embark on this deepened partnership with Gigamon across EMEA. Our continued collaboration will drive mutual growth and accelerate sales in critical areas like cloud security and visibility. By leveraging the power of our combined solutions, ecosystems, and expertise, we’re committed to delivering unparalleled value to Gigamon, our partners and our mutual customers. Our investment in services, invoicing and payment solutions, and new go-to-market strategies will ensure that we continue to lead the way in the industry together.”

Paul Eccleston SVP EMEA

exclusive-networks.com

gigamon.com

Wandelbots Presents NOVA

JavaScript, allowing developers to seamlessly create and scale robotic applications. Its vendor-independent nature simplifies intricate industrial robotics landscapes by integrating diverse hardware components, making them accessible via a modern interface. NOVA’s introduction effectively eliminates traditional barriers such as high operating costs, proprietary programming languages, and the reliance on specialised skilled labour. In collaboration with industry giants like Microsoft, OpenAI, and NVIDIA, NOVA integrates cutting-edge AI technologies and offers capabilities like digital twin simulations, empowering businesses to test systems virtually before deploying physical hardware. By offering a unified user interface and intuitive tools like “Wandelscript,” NOVA opens up a new realm for millions of software developers globally. As Wandelbots transitions NOVA to an open beta phase, the platform poses an exciting opportunity for businesses to effortlessly navigate and innovate within the robotics sphere, potentially revolutionising how industries handle automation today. Interested users can register at https://www. wandelbots.com/developers-beta.

Wandelbots has launched NOVA, the world’s first agnostic operating system specifically developed for industrial robotic automation, marking a groundbreaking shift in the sector. With NOVA, Wandelbots aims to make industrial robotics accessible to everyone while fostering new opportunities for software developers. Christian Piechnick, CEO of Wandelbots, likens this innovation to the impact Android and Windows had on smartphones and PCs respectively. NOVA stands out by supporting modern programming languages like Python and

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Shure Cloud Think Bigger, Think Nimans!

182

AD DPS Not only are we big on product choice and value, we’re really big on knowledge and expertise. This is why our customers trust us time and time again. Make Nimans your ‘go to’ place for technology. Talk to our friendly technology experts to discover how today’s advanced UC technology can help your customers become their most productive and powerful selves. As the trade’s ‘go to’ technology supplier we understand that choosing a Unified Communications provider can involve many considerations. Our tech experts have been helping our trade customers ‘make more informed technology choices’ for 40 years.

The ‘go to’ place for technology

CONTINUED

ucadvanced.com

UCC

All I Want for Christmas is…

Dear Reseller Santa, We toil and type from nine until five, Amidst boxes and racks, striving to thrive. We ask not for much—just these fabulous delights, To lighten our days and brighten our nights.

Dear Professionals I thought long and hard About what you may like, And here’s my selection That will bring you delight. Love from Reseller Santa

So, Santa Reseller dear, as you fly on your way,

Think of the professionals at workspaces every day. Love from... The Professionals

Bringing some Fun to Functionality Logitech POP Keyboards

This will be the animated gif on the final version

These POP keyboards Will brighten your day 10m wireless range To talk to devices far away Up to 36 months battery life Gives you no strife 2-year limited warranty No worries ‘bout damages And available in Lots of Languages

41640

Three Cheers for the Ears EPOS Impact 460T USB Headset

A Binaural Headset Offering both USB-A and USB-C Which means connected to Your PC or Laptop you will be Instead of unwanted noise

ANC transmits your voice And it’s value-for-money Making a great choice

Be the Boss at your Office Desk Philips 27B1U5601H/00 A stunning 27-inch LCD monitor and integrated 5MP webcam with USB-C docking You’ll never be in a jam Delivering sharp images For data transfer and videos The noise cancelling mic Just right for all scenarios

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wu cwawd v. naenwc es idn.tchoemc h a n n e l .c o. u k

UCC

Full HD 1080p video wide-angle 90° field of view advanced low-light optimisation They’ll always see you USB Plug & Play functionality Already have a Monitor, need a Webcam? Boom Mini

makes setup easy for any workspace Always speak freely

Jabra PanaCast 50 conference room camera is simple to set up manage and use 180° Field of View Hear and be heard clearly Be a Star with this Video Bar Jabra Panacast 50

Jabra+ for admins You’ll love it dearly

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ucadvanced.com

UCC

Best phablet for business And productivity Put PC power in your pocket Most Fabulous Phablet Around! Samsung Galaxy Z Fold 6

With this AI Galaxy Massive 7.6” display Adaptive Vison Booster This is a phablet That’s like a computer

Flawless Audio Every Time Shure MXW neXt 2

In room, hybrid or remote Flawless audio for all It’s wireless

Whether in a classroom or hall Bodypack, handheld or boundary You decide Microphones run for hours and hours Use the MXW neXt2 with pride

UC Advanced wishes all UCC Distributors and Resellers fantastic Seasonal Sales. May your shopping baskets be full with UCC devices this Golden Quarter.

27M2N8500

Gaming beyond innovation QD-OLED gaming monitor with 360 Hz & Dynamic Lighting

Whether your customers are in the standard or enhanced classification, and whether the Bill is passed or not, resellers should consider recommending devices that enhance communication between staff and customers.

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ucadvanced.com

DISTRIBUTION

Up for the Challenge are unquestionably big on product choice and value. UC Advanced put Nimans’ expertise to the test. We picked one Nimans product manager, and put them to the reseller challenge. We picked a Nimans product person at random, and since we followed the letter P, we found Paul Peters. Paul comes with Headsets pedigree, and we devised a series of challenges to put Paul through his paces.

NO. 1 A reseller is refitting an open-plan office for a small design agency with 16 colleagues working close to one another. The office can get busy and noisy, with multiple distractions. The employees make numerous audio and video calls throughout the day and need headsets that allow them to focus on complex tasks when necessary.

Paul’s Challenge

Jabra Evolve2 65 Flex (cordless)

Paul Chose...

The Jabra Evolve2 55 (corded) or the Jabra Evolve2 65 Flex (cordless). Both headsets offer premium noise-cancelling and active noise-cancelling features. They are plug-and-play and compatible with all leading collaboration platforms.

Jabra Evolve2 55 (corded)

NO. 2

Paul’s Challenge

A national company with a field-based sales team that works on the road or from various remote locations. The sales team needs headsets that are comfortable, discreet, lightweight, and offer excellent battery life. Importantly, they must be compatible with both mobile phones and laptops.

Yealink BH71 Pro

Paul Chose...

The Yealink BH71 Pro. This portable, in-ear Bluetooth headset is designed for the traditional road warrior. It offers up to 30 hours of talk time — 10 hours from the earpiece and an additional 20 hours from the power box. The Yealink BH71 Pro also includes a USB adapter for seamless laptop integration.

NO. 3

Paul’s Challenge

A leading travel company with a large customer service team that has adopted a hybrid working model since lockdown. Agents work both in-office and from home, so they need flexible, portable headsets with adaptable noise-cancelling to suit various environments, where distractions are common.

EPOS IMPACT 800 Series

Paul Chose...

The EPOS IMPACT 800 Series. As a new addition to the EPOS Next IMPACT Generation, the EPOS IMPACT 800 Series offers a choice of ANC variants and MS Teams-certified headsets. They are available for both USB A and USB C deployments out-of-the-box.

Get more than expected With IMPACT 400

Isn’t it great when you you’re pleasantly surprised by something? When your expectations are surpassed.

Introducing the IMPACT 400 Series - the EPOS version of that feel-good moment when you get more than expected. This new member of the Next IMPACT Generation is made for hybrid workers and office professionals who refuse to sacrifice quality for affordability.

The ‘go to’ place for EPOS

DISTRIBUTION

CONTINUED

NO. 4

Paul’s Challenge

Jabra Engage 50 II

A large contact centre with hundreds of employees working different shifts. All agents are required to work onsite in one of the company’s busy call centres across the UK. Handling a high volume of calls, agents spend over 80% of their day on calls, so all-day comfort is a top priority. The headsets must be compatible with all leading call centre platforms.

Paul Chose...

The Jabra Engage 50 II. Designed for busy contact centres, this professional corded USB A and USB C headset works with Jabra Engage+ software to enhance the call experience in real time. Performance-boosting live guidance helps agents adjust boom arm position, monitor background noise, and manage call silence to optimise every interaction.

NO. 5

Paul’s Challenge

Jabra Engage 65SE

A financial services business dealing with sensitive and confidential customer information. Employees work in a busy, modern office and require powerful wireless headsets that ensure enhanced security for all calls. The headsets must deliver superior sound, even in an office filled with many wireless devices.

Paul Chose...

The Jabra Engage 65 SE. This industry-leading wireless headset offers outstanding performance, even in high- density environments. It ensures client confidentiality with the highest DECT Security Level C and connects to both PC and deskphone simultaneously. The advanced noise-cancelling microphone makes it suitable for any environment.

Paul passed the UC Advanced’s challenge with flying colours. The challenges were real challenges set by Resellers, and all were impressed with his knowledge and expertise. Paul is only a part of an extensive team at . They’re waiting for you to put them to the test. Think Nimans the next time you need advice and expertise. UC Advanced would like to thank Paul for his time and helpfulness.

ucadvanced.com

CONTACT CENTRES

Making contact Contact centres can improve the experiences for customers, as well as making agents’ lives easier if they embrace AI solutions. Zoom is one company that is looking to disrupt the market by utilising this technology.

Supercharged by AI However, this is where organisations like Zoom come in. They offer all the capability of the legacy systems, but it’s supercharged with AI, says Ben. “At Zoom an AI-first innovation is in our DNA because we’ve always taken that forward-looking approach from the outset: looking at how can technology not just come in and do the norm, but how does it provide it better, faster, easier, cheaper and more efficiently.” Ben says that businesses are now often looking to consolidate their communication technologies – phone, contact centre, call recording – and add AI on top of that to enhance the experience, both internally and externally. “AI is just the norm for us at Zoom,” he adds. “We don’t have any technical debt of having to maintain an on-premise world. We’re able to come in and integrate with what customers already have. We’re not asking them to replace any of their back-end systems, everything’s in this one platform, we do this without any bolt-ons. “The pandemic showed us that technology is a force for good as it provided people with hybrid working and things like that. But it also exposed some of the some of the frailties of a legacy-based, premise-based deployment, because it wasn’t built for that. Now that hybrid working has become the norm, and agents want to work wherever because they work-life balance. You’re looking at the legacy technology being able to provide that and some struggle to do that. This is where there is an opportunity to upgrade.” Experience enhancements Zoom brings numerous advantages to a contact centre operation, such as advanced chatbots, Ben says. “We’ve got Zoom Virtual Agent, which is a low code, low maintenance, natural language conversational chatbot,” he explains. “This takes information about

Contact centres are a fixture in the UK marketplace in many sectors, but often they still rely on legacy technology that has been built up over years rather than embracing new cloud based solutions created with innovation such as artificial intelligence (AI) at their core. This could mean they are losing out on the chance to become more efficient and deliver a better experience to their customers. As Ben Neo, Head of Contact Center and CX sales EMEA at Zoom, notes, in the vast majority of contact centres, the technology is still based on-premise. “Many have got a lot of on-premise contact centre technology sat within organisations because it’s been customised and integrated to the nth degree and people find themselves nervous of changing that,” he says. But now, AI technology is making an impact on the sector. “AI within the contact centre is a disruptive technology that is extremely useful for a customer and an agent, and the business benefits by delivering better service quicker on the terms they want. “But it’s difficult to retrospectively fit that back onto a premise-based infrastructure that’s not set up for that.”

Ben Neo Head of Contact Center and CX sales EMEA

www.zoom.us

AI is not a replacement for the human agent, it’s a companion to them. And alongside the human agent, it helps the organisation

a customer – hopefully information that already exists on the system from when they previously called in – to try and predict what they want, to try and help them in a simple way that’s personalised to the customer. “For instance, the customer can engage with the chatbot in their own language, it understands it, and can then come back to them in a natural language conversation. Normally chatbots are quite sequential and there’s lots of questions. The way the Zoom Virtual Agent does it, it’s like a normal conversation that I would have with a human agent, so you have those multiple parts of information that you have in a natural conversation.” But while many customer journeys start in the digital space with a chatbot, sometimes the chatbot can’t facilitate all of what a customer needs. AI can help here too. “With AI you’re able to take all that information and engagement that the customer has just had with the chatbot and transfer it to a human agent, so the agent knows the context and the customer doesn’t have to repeat themselves,” says Ben. “The AI will then continue to help the agent through that engagement through Zoom Expert Assist. A lot of an agent’s time on any call is spent trying to find information. The AI can find relevant information and serve that to the human agent they can be more contextual and helpful during the engagement itself – information the agent previously had to find themselves while on the call. “We try to predict what the customer is trying to do and hopefully automate a lot of it. But for what we can’t automate, we look to

help the agent and support that engagement so they can deliver the information in a very human, natural way.” AI can also help agents once a call has ended. “The AI helps the agent complete the post-call summarisation,” says Ben. “This means the agent doesn’t have to write up all their notes, which typically might take six or seven minutes. AI can cut that down to about 45 seconds. This means they can go onto the next call faster. This can help to bring down waiting times for customers, thus providing another bonus for customers and organisations. “AI is not a replacement for the human agent, it’s a companion to them. And alongside the human agent, it helps the organisation to provide a brilliant service.” Making waves This AI-first approach is part of how Zoom is looking to disrupt the contact centre market. “Zoom does a great job of looking into industries where maybe innovation has been slow for a while because it’s dominated by a few big players and providing a fresh approach,” says Ben. “We’re doing that at speed, and we’re making big waves with customers in the market “From a standing start of zero customers in about two and a half years, we’ve got 1,300 customers globally that are using the contact centre solution. And some of those are mission critical services being delivered either by our Zoom Virtual Agent or the Zoom Contact Centre or a combination.” Zoom’s solutions are aimed at businesses of all sizes, Ben adds. “Our solution is enterprise

to provide a brilliant service.

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CONTACT CENTRES

CONTINUED

ready,” he says. “The innovation is there. But it’s one solution. We don’t differentiate. The pricing is the same. We often find that smaller organisations have got more complex requirements than some of the larger enterprise customers. Therefore, the fact that we built in a lot of functionality into our standard licencing models, we packaged it all up accordingly, and there’s so much functionality into that is really appreciated by smaller customers. Previously, they’ve had to buy all that functionality separately but consolidating that into a single platform as Zoom does makes a lot more sense for them.” Security Zoom’s solution is also very secure, Ben adds. “We’re sat on the same platform that 300 plus million people use daily,” he says. “All the security that we’ve got in there, the encryption, the localisation of data centres, the redaction side of things, GDPR, everything is completely secure. We also do not train our AI models on any customer data either. “We’re very open about our security accreditations and the standards that we apply to, which is on our website. Arguably, we’re one of the most secure platforms out there in the market.” Importance of partners Ben adds a crucial part of Zoom making inroads into the contact centre market is working with partners. “We can’t do that on our own,” he says. “We embrace partners because they have been in the industry for a long time and a lot of their customers are the ones struggling to move and would like an option to. They’ve got the relationships and the trust but, more importantly, they’ve got the experience on how this solution has now evolved to where it is today. They also provide the managed services and project management, which is important.”

Zoom is also looking to sign up more partners to deliver these customer experience journeys to their customers through its global partner programme, Ben adds. “It’s a very structured programme to onboard, certify and technically enable a partner, and then help them sell and keep up with the innovative road map deliverables that are there,” he says. Future Ben says that Zoom is continually improving and updating functions such as the Zoom Virtual Agent. “We will continue to make that more naturally conversational and continue to tweak those models to ensure they are able to be as personal as possible and more context-driven, so that the responses are delivered in a very empathetic and as much of a human-like way as a chatbot could do.” In addition, as announced at ZoomTopia recently, Zoom will be bringing out a virtual voice agent as well, Ben says. “The voice agent is built on the same platform as the Zoom Virtual Agent. We’re using the same language models. It will still access all the information the same way. “Our solutions are going to continue to get better, more efficient and more useful as time goes on.” As the technology advances, then so will the interest in it from the call centre sector. Ben says that Zoom sees a lot of opportunity in this sector. “A lot of contact centres are still on premise and therefore a lot of people

The voice agent is built on the same platform as the Zoom virtual agent. We’re using the same language models. It will still access all the information the same way.

that can’t take advantage of the new technology because of where they’re starting from,” he says. “But that world is moving on, everything is moving towards a cloud infrastructure state and AI and those that are looking to move with it, hopefully, we’re able to convince them to invest in Zoom.”

EAGLE EYE – BI

BI Reports

With live metrics continuously running and the channel in constant motion, our commitment to access to unbiased data ensures that there is always something fresh to report on. To meet this demand for real-time insights, we have curated specialised packages generated directly from our BI engine. Each report, signed off by our lead analyst monthly, is a critical tool for understanding and optimising your position in the channel.

CHANNEL POWER REPORT The Channel Power Report goes beyond surface-level analysis, providing a comprehensive understanding of a brand’s position in the channel. By evaluating market movement, stock status, and trend tracking – the three pillars of channel competition – we distil

this data into the crucial Brand Power Metric. Delving into each performance area, the report not only explains the factors influencing brand performance but also compares it with competitors. Gaining actionable insights into your brand’s journey in the channel landscape. and categories, and applying marginal analysis, we empower resellers with data-driven decision-making. Moreover, our predictive analysis, based on years of historical data, forecasts the state of the channel in the coming month, providing a strategic advantage in planning and pricing.

channel power report july 2023

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PRODUCT REVIEW

The Talk of the Office: EPOS Impact 400 Series In a world where clear communication is essential, the EPOS Impact 400 headset series stands out as an exemplary tool designed to meet the demands of modern business and remote work environments. Renowned for its premium audio quality and user-centric design, this series combines cutting-edge technology with ergonomic comfort, making it an indispensable accessory for professionals across various industries.

All day, every day It’s not often that you come across a headset that you can wear all day long, but we found them and we did. Of course we did stop for lunch, and an occasional cup of tea, but the EPOS Impact 400 felt comfortable through long meetings and all-day phone calls with clients and suppliers. They are the ideal headset for call centre agents, where clear and uninterrupted communication is crucial, this headset series provides reliable performance. The durable build and superior noise handling facilitate smooth customer interactions, aiding in maintaining service quality.

tasks simultaneously, such as navigating CRM software, keeping track of customer information, and engaging in live chats, all while speaking to customers on the phone, and the EPOS Impact 400 series is designed to provide seamless connectivity, giving the agent the ability to connect seamlessly to multiple devices with the dual connectivity feature allowing for effortless transitions between PC and mobile devices, enhancing workflow efficiency and reducing downtime. Ideal for Hybrid Workers The EPOS Impact 400 series proves invaluable for remote workers who require constant communication with their teams. Its excellent sound quality and ANC features ensure that remote meetings and collaborations are as effective as in-person interactions. Active Noise Cancellation (ANC) is a sophisticated audio technology designed to reduce unwanted ambient sounds, providing a clearer and more focused listening experience, removing

Ideal for Contact Centre Staff Contact Centre agents need to

empathise with customers’ concerns while maintaining composure and professionalism, even in challenging situations, and the EPOS Impact 400 Series enables just that with its key features. Contact Centre agents frequently juggle multiple

EPOS Impact 400 Wearing Styles Single- and double-sided Microsoft Teams Certified Yes Meeting Microsoft Open Office Requirements Yes Microphones 2 ActiveGard™ Yes Busylight Single-sided Lift to mute Yes Mute LED Microphone tip Earpads Leatherette, Size L

Ideal for Education too Educators and learners in virtual

environments, such as online tutoring, benefit from the EPOS Impact 400 series. Its clarity in sound and noise-canceling capabilities contribute to an effective learning atmosphere, free from distracting noises. What makes the EPOS Impact 400 series so special? Take a look at it’s impressive key features and you’ll understand why. The EPOS Impact 400 series integrates AI technologies to enhance audio performance, learning from usage patterns to optimise sound quality over time. The series has intuitive controls - the headsets feature touch-sensitive controls for volume adjustment and call management, enhancing user convenience and interface interaction. EPOS emphasises sustainability, and the Impact 400 series boasts components

the background noises that distract most people. For office workers calling home workers, noises such as the lawnmower, or dogs barking or post being delivered can be disruptive, and equally the same as office workers calling those colleagues commuting with background noise such as airport announcements or other rail commuters – with the ANC activated colleagues can concentrate on the work at hand. It’s better for the wearer’s ears too – the user can adjust calls to lower volumes without having to compete with the background noises.

manufactured from recycled materials, reflecting the brand’s commitment to environmental responsibility.

Key Features l Superior Sound Quality –EPOS Voice technology guarantees crystal-clear voice transmission l Active Noise Cancellation (ANC) – minimises ambient noise, allowing you full concentration without distractions l Dual Connectivity – switch between your PC and mobile devices effortlessly without losing time or audio l Ergonomic Design – designed for comfortable all-day wear with adjustable, padded headbands and soft ear cushions l Boom Arm – discreet, enables precise sound pick up

Guest Editor’s Comments

The EPOS Impact 400 headset series proves to be an indispensable accessory for modern professionals. Its design helps prevent fatigue and discomfort, contributing to improved productivity, enabling the user with the ability to focus on the tasks at hand or the conversations being held. Whether in bustling offices or quiet home setups they offer outstanding audio quality, comfort and durability – the EPOS Impact 400 series is built with high-quality materials and this robustness will reduce the need for frequent replacements, offering a cost-effective solution for businesses. With a strong focus on user experience and sustainable practices, EPOS continues to set benchmarks in technological innovation and design in the audio communications field.

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VOICE COMMUNICATIONS

What’s influencing the UCC market as we head into 2025?

As we head into 2025, it’s a good opportunity to take stock of the Unified Communications and Collaboration (UCC) market and its evolution.

This year, we’ve seen businesses continue to seek greater interoperability between their communication devices, CRM/ERP systems and smart building management solutions, such as sensors and controllers. The advancement of Artificial Intelligence (AI) is also influencing the way in which companies communicate internally and externally. AI can help to better manage customer interactions and analyse the effectiveness of communications. How can companies make the most of these new technologies and systems to guarantee seamless collaboration across platforms? Fragmented market The current UCC market is very fragmented. Only a small number of companies manage their entire communications through a single UCC platform, such as MS Teams or Zoom. Organisations still prefer cloud-based or on- premise IP PBX systems. Many even choose to develop their own solutions, adopting separate tools for different communication channels, such as instant messaging and video conferencing. Communication demands also vary significantly by sector, with further discrepancies based on how businesses and their teams choose to operate – whether remotely, hybrid or entirely on company premises. It’s vital that any communication solution provides maximum mobility within buildings and supports both the needs of employees in the traditional office environment and those working at home or from shared offices.

The next generation of IP telephony Cordless or wired IP phones, alongside their accessories, are true enablers of modern UCC. Snom’s IP phones provide exceptional voice quality, an intuitive user experience and maximum conversation security, even in “remote desktop” environments. They enable businesses to enjoy modern telecommunications anywhere – from the office desk to the home office. They are also suited to a wide range of industries. The antibacterial coating on our IP phones caters to the hygiene needs of hospitality businesses, while their durability is useful in warehouses and industrial settings. In large department stores and old buildings where walls are thicker, our phones offer connectivity without the need for complicated cabling. Several models of Snom phones are also Zoom and MS Teams certified. Our product range extends beyond just phones, however. We’re powering building automation through our public announcement devices, for example, which are equipped with four relays to create actions based on commands sent via a phone. It can even double up as a door opening system using SIP phone keys. We also have audio conference devices and professional ergonomic headsets, both cordless and wired. These headsets offer high-quality, crystal-clear audio and active background noise suppression, to guarantee maximum user comfort even during long work sessions. To find out more about Snom’s solutions, get in touch with us.

Communication demands also vary significantly by sector, with further discrepancies based on how businesses and their teams

choose to operate ...

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