UCaaS Project Step By Step Part 3 - Solution Design

Posted by John Teeling on Apr 13, 2018

Step 3 - The Solution Design

In our blog series, we pretty much have the prerequisites out of the way, and it is time to start executing for the customer.  When it comes to a design, that means taking the project requirements as defined by the customer, performing data collection (using templates) and creating a design document with the results of that data collection.  

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Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 2 - Kick-off Call

Posted by John Teeling on Mar 15, 2018

Step 2 - The Kick-off Call

In the first topic of the series, I talked about the critical role that project management plays in the success (and sometimes failure) of a project. In this edition, I am going to talk about the Kick-off Call and what it takes to get a UCaaS project off to a good start, thus setting the tone for the rest of the project. I know some of this is fairly basic, however, teams effectively execute when the basics are done well.

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Tags: UCaaS, Customer Experience

UCaaS Project Step By Step

Posted by John Teeling on Mar 1, 2018

Step 1 - Project Management

This 9-part blog series explores 9 different phases of the UCaaS project, ranging from best practices for the kick-off call through the provisioning and delivery phases of a project and to the point where you will take the project live and ultimately transition to support. 

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Tags: UCaaS, Customer Experience

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

All Steps Of Cloud Deployment

Posted by Henry Roberts on Oct 9, 2017

How An Experienced Partner Will Treat Your Network Prior To Cloud Telephony System Deployment

When we are planning a cloud deployment with our customers we treat the network as the phone system. We start with cloud readiness testing tools and then move to discovery, planning, proper hardware, VLANS, QoS and SD-WAN.

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Tags: UCaaS

Get More With Connect Cloud

Posted by Henry Roberts on Oct 2, 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

Do I Need A Desk Phone With UCaaS?

Posted by Henry Roberts on Aug 22, 2017

Is A Deskphone Necessary Hardware When The Entire Telephony System Is Migrating To The Cloud?

One of the benefits of cloud unified communications is the elimination of hardware and the associated costs. That means no server, no switches and often no PBX. Several years ago, it would have been hard to imagine a classic office environment without desk phones. But, today, when remote teams are more common than ever, the concept of the work environment has changed tremendously. Mobile and remote workforces need an adaptive solution that integrates with their work style and locations.

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Tags: UCaaS