Technical Assistance Center Experience

Posted by Rob Wells on Feb 20, 2018

What to expect from a Support Partner Technical Assistance Center (TAC)?

Being an official Support Partner for Mitel and other UCaaS vendors means being on the front line for the customers when they need technical assistance or help with their telephony system. Providing an exceptional Technical Assistance Center (TAC) experience takes more than just making your engineer resources available for a customer reach. We asked our TAC Manager Rob Wells to explain his vision on leading a Technical Assistance Center and providing the best customer experience along with top-notch technical expertise. 

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Tags: UCaaS, Customer Experience, Mitel

When you think you'd better work directly with the manufacturer... - Part 2

Posted by Martin Tracey on Feb 13, 2018

Myths about manufacturers' customer relationships

Last week, we shared and demystified several myths about the customer experience you may expect from direct relationships with the solution manufacturer or direct provider. We touched on several points that explain why manufacturers prefer to delegate solution sales, deployment and support services to their expert partners to ensure the best customer experience with their products. Today, we want to share four more myths about direct customer-manufacturer relationships.

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Tags: UCaaS, Customer Experience

When you think you'd better work directly with the manufacturer...

Posted by Martin Tracey on Feb 7, 2018

Myths about manufacturers' solution expertise

For as long as products and solutions have been sold, the customers have believed that working directly with the manufacturer or direct provider will guarantee the access to better expertise, faster resolution and more accountability. Although this may hold true in some instances, in most channels of distribution it does not. In the software and other tech industries, the requirement to operate within a larger solution or system takes away from the the sales and support experience that direct provider is offering to the customers. When it comes to providing the best solution experience from beginning to end, the biggest and best manufacturers and direct providers on the planet rely on a channel of expert partners.

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Tags: UCaaS, Customer Experience

The Value Of Good Partner Support

Posted by John Teeling on Jan 29, 2018

Enterprise Support vs Good Partner Support

For post-implementation and ongoing support of the UCaaS or CCaaS, a customer organization is usually presented with two choices which are Enterprise (Vendor) or Partner Support. While there are many examples of Enterprise Support providing customers quality support and good customer experiences, my main premise for this blog is to highlight the advantages of Partner Support. 

Top-notch Partners are better equipped to provide customers with the technical support that best suits them and offer a superior customer experience that they deserve for their investment. Representing a Partner Support organization, I see this play out daily as well as have the opportunity to collaborate at times with peer Partners to focus on solving customer problems and providing the best customer experience possible. The question really becomes, "What differentiates Partners and why does thisy matter to customers?"  I will take the next several paragraphs to paint a picture of the “typical” Enterprise Support organization and then compare that to the ideal version of Partner Support.

SCOPE

Enterprise Support. The scope clearly defines what is and isn’t provided or addressed by the support. Anything beyond this scope requires purchasing as a professional service or assessment to identify the source of the issue.

Partner Support. Good Partners are capable and committed to supporting your system as well as helping you diagnose your environment to identify the issue and ensure that you have a resolution path, even if that means troubleshooting and getting on a call with your carrier or network vendor to interpret the situation and what is required for resolution. 

TIERS, SKILLS AND EXPERIENCE

Enterprise Support.The tier level model is strictly defined. All call-ins start with the lowest tier and make their way up the model depending on the issue the customer is experiencing. Engineers in all tier levels are experts in their product, and are not allowed to work on the issues not defined by their scope and charts. Escalation to management isn’t a part of Enterprise Support.

Partner support. Partners too have different tier levels and roles. However, those roles are staffed with certified experts who in many cases are involved in the system implementation process and know that specific customer’s system they support. They are also aware of the customer’s business and its priorities. Good Partner’s engineers are grounded in vendor certifications as well as network and server credentials which results in a better experience and fewer required escalations. In some cases, some Partners allow a sooner escalation to their executive management which means a higher level of attention to the most significant and business-sensitive issues. 

MAC WORK

Enterprise Support. MAC work is pay by the ticket. As a customer, you are one of thousands and each new case is usually someone accessing the system for the first time.

Partner Support. It varies from Partner to Partner, but top-notch Partners usually treat basic MAC work as a part of their support coverage.

CUSTOMER ENGAGEMENT MODEL

Enterprise Support. An Enterprise Support team covers literally thousands of customers, they are simply unable to proactively engage with them or learn their business to the point they would be able to provide consulting to ensure the customer is getting the most out of their phone system.

Partner Support. Good Partners require their teams to be committed to knowing and engaging the customer base. Ideally, the Partner would have individuals at multiple levels who engage to learn the customer’s needs and get direct feedback, as well as understand the direction of their business. Good Partners help plan a path that ensures the business gets the value from their telephony and contact center systems.

All the above is based on our business philosophy and years of experience and involvement in complex implementations and projects with the vendors and other Partners alike. We believe, that this should be a blueprint for any Partner Support organization that is looking to provide the best customer experience, and for any customer who isn’t willing to compromise their phone system support and performance.

Open Support Coverage Brochure

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Branch Router Configuration

Posted by Henry Roberts on Jan 16, 2018

SD-WAN as a branch router

Branch routers are expensive devices that can require very complicated command line configurations and manufacturer support for anything beyond the simplest deployments. When aging network infrastructure requires a branch router replacement, it can be a very long and complicated process. But there is a very easy way to configure your branch routing with an SD-WAN solution. Here's how.

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Tags: SD-WAN

SD-WAN for Ware Malcomb

Posted by Henry Roberts on Jan 5, 2018

Improving routing and QoS for nineteen connected locations 

Established in 1972,  Ware Malcomb is an international design firm providing planning, architecture, interior design, branding and civil engineering services to commercial real estate and corporate clients. Collaborating as one team and applying an integrated approach to their projects, Ware Malcomb provides effective communication to be able to increase accuracy, quality and efficiency for their clients.

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Tags: SD-WAN

Emergency support scenario

Posted by John Teeling on Dec 21, 2017

Mitel (ShoreTel) phone system redundancy during SoCal wildfire season

Emergency scenarios are one of those things that you plan for and never hope that you must execute against. It is why we build our solutions the way that we do and stay engaged with customers to understand their business and priorities.

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Tags: Business Continuity, Mitel

Get more with Connect CLOUD

Posted by Henry Roberts on Oct 27, 2017

When you migrate to Connect CLOUD, you get it all in one package!

After the end of life (EoL) announcement for the obsolete 14.2 hardware in January 2017 and the Mitel acquisition of ShoreTel in September 2017, we are having a lot of conversations with our customers regarding the option between upgrading to Connect ONSITE and migrating to Connect CLOUD.

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Tags: UCaaS

Mitel (ShoreTel) Complete Backup & Restore

Posted by Rob Wells on Sep 25, 2017

Routine Backups Are Critical

Taking routine backups of the Mitel (ShoreTel) configuration, voicemail greetings and messages are critical in the ability to restore the system after server failure. When speaking about server hardware, it is not if the hardware will fail but when it will fail.

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Tags: UCaaS

Network optimization made easy

Posted by Henry Roberts on Sep 13, 2017

Ensure the quality of a real-time traffic using SD-WAN

Ensuring proper performance for voice, video and other critical real-time applications requires a significant amount of time, labor and expertise. It is a complex process that usually includes configuring a private circuit (MPLS), Quality of Service (QoS) and monitoring tools for all applications in every business location.

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Tags: SD-WAN