Q&A
voice and non-voice queue and message flow may be more important. For voice outbound, CRM integration and record keeping may be more relevant and, depending on the environment of the worker, device choice, noise cancelling, video backdrops and mobile voice path may be a consideration. The hyperscalers are not yet dominating in many of these fields: they only dominate where virtual meetings dominate; which is just a part of what a business needs. Finding ways to add value and enhance what the hyperscalers are doing is an opportunity.
CONTINUED
What can helped them settle into a routine?
To be successful, hybrid working cannot be about having technology siloes. Instead, it is essential to have everything — devices, apps, platforms, networks — in one seamless environment. We call this converged contact, with all those previously standalone, individual ways of working — fixed voice, mobile, video, chat, email, SMS, social channels and more — in one integrated, easy, user-controlled, context- based and flexible environment, accessible from anywhere. Converged contact can also involve CRMs, contact centre functionality, marketing automation and more, so it can also enhance customer relations. It is also essential to appreciate that in the modern workplace, how people spend their days can be quite different, and so they need to be given both control and flexibility. For instance, they can better manage their reachability, such as being accessible to family and friends outside work hours, but any work- related calls are diverted elsewhere: all on the same device. Likewise, they can have multiple personas on one device. It’s all about achieving a better work-life balance and putting people first while improving business productivity.
How will Enreach be supporting customers for the rest of the year? We believe in focusing on delivering business outcomes and demonstrable ROI, not just offering technology for its own sake. What matters is providing solutions that address a specific need or compelling result and, also, technology that people will actually use. A deployed solution that employees barely touch is neither a success story nor a repeat business for the channel provider. We have always had a strong focus on solutions for SMEs, and more service providers also realise that it is essential to approach this audience quite differently from larger enterprises. So, we are having multiple dialogues with those service providers to help them develop successful SME strategies enabled by our UC platform. Also, we maintain our belief that the channel should own the customer relationship, not the technology vendor, and as part of that, we offer a range of white-label options designed to suit different business models. While our solutions are feature-rich out of the box, we also focus on giving them all the tools and opportunities they need to customise and differentiate. We do not believe in forcing a technology fit or a one-size-fits-all approach. What are the future technologies you’ve got your eye on? AI and the widespread adoption of 5G are mega-trends right now. We already have products in these areas and are building further innovations into our roadmaps. However, again, this is in the context of delivering technology solutions that provide tangible benefits to our customers and the channel.
The Try & Buy program is another valuable tool for resellers, as any leads generated
through this program are
returned to them, allowing them to close more deals and increase revenue.
48
Powered by FlippingBook