UCaaS Project Step By Step Part 6 - Training

Posted by John Teeling on Jul 12, 2018

Step 6 - Training

We can probably all look back on a project we were involved in either as a customer or a provider that was well defined, built exactly to the requirements, thoroughly tested, and still had a rocky go-live period. What went wrong? The most likely suspect is a poorly thought out or executed training plan.

Read Part 1, Part 2, Part 3, Part 4 and Part 5

Read More

Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 5 - Testing

Posted by John Teeling on Jun 6, 2018

Step 5 - Testing

In our blog series, there has been a lot of emphasis on attention to detail and setting up a project that is steeped in “tried and true” project management fundamentals. We are now at the point where we have worked with the customer to ensure that we captured their requirements to the best of our ability. We’ve designed and developed a solution with the customer’s approval. Finally, we’ve had our implementation team provision and deliver that design to specifications. Now comes the final piece – testing – to ensure that what we provisioned and delivered functions to the manufacturer’s specifications.

Read More

Tags: UCaaS, Customer Experience, CCaaS

UCaaS Project Step By Step Part 4 - Provisioning & Delivery

Posted by John Teeling on May 15, 2018

Step 4 - Provisioning & Delivery

Up to this point in our blog series, we have primarily been talking about the initial steps for getting a project off to a successful start from an administrative and design perspective. With this segment, we cover assembling the items needed to build and deploy a UCaaS Project to the customer’s specifications.   

Read More

Tags: UCaaS, Customer Experience, CCaaS

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.  

Read More

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.

Read More

Tags: UCaaS, Customer Experience

UCaaS Project Step By Step - Part 1

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. 

Read More

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. 

Read More

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.

Read More

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.

Read More

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.

Read More

Tags: UCaaS