Tag Archive for contact center

Avaya builds out cloud strategy with new private cloud delivery model

Avaya’s cloud strategy in the past could never be described as crisp, but major changes were announced at Engage to change that, with new OneCloud branding and ReadyNow enterprise bundles to bring solutions to market quickly.

Avaya sees its new Master Agent channel as the primary route to market for new Online Store

Avaya believes its solution provider channel will also have some interest in the store, which offers Avaya’s UC and CC as-a-service options. They also confirmed that this online store is not a direct play.

Cloud contact centre software maker 3CLogic unveils native integration with ServiceNow

3CLogic is partnered deeply with a very select number of vendors, one of which is ServiceNow. The new integration lets ServiceNow reps handle all the interaction with 3CLogic phone support through the ServiceNow interface.

Plantronics re-invents partner program, expanding support beyond traditional hardware partners

Plantronics reworks its channel program to give greater emphasis to implementing their SaaS management solution, and to selling their hardware within broader solutions rather than simply as peripherals.

Masergy sees new Cloud Contact Center solution as entrée to enterprise

The new offering complements Masergy’s established Unified Communication as a Service solution, and may also prompt some customers using that solution to switch to this one.

Plantronics upgrades analytics in Plantronics Manager Pro 3.9 monitoring service

While Plantronics Manager Pro originally had only an Asset Analysis analytics capability, the new version adds Usage Analysis, Conversation Analysis and Acoustic Analysis.

Five9 continues channel expansion in move away from direct model

Cloud-focused contact centre software vendor Five9 sold mainly direct until last year, when it added a master agent channel component. Now it is expanding its channel with integrators and resellers.

Avaya Canada lays out comprehensive midmarket strategy

Avaya recently introduced its new Avaya Midmarket Select Program. But the program itself is only part of the company’s strategy to significantly increase its presence in the mid-market space in Canada.

Avaya repositions collaboration offerings with Avaya Engagement Solutions portfolio

Avaya rebrands and reorganizes its collaboration solutions to focus on engagement, and announces some significant new and enhanced solutions, including a beefed-up version of IP Office.

Plantronics unveils new family of headsets for contact centre market

Plantronics says their new family of lightweight headsets with noise cancelling technology are designed to change what headsets provide to an organization.