contact center

Cloud

Avaya builds out cloud strategy with new private cloud delivery model

January 22, 2019 Mark Cox Comments Off on 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.

Managed Services

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

December 13, 2018 Mark Cox Comments Off on 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.

Partnerships

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

May 14, 2018 Mark Cox Comments Off on 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.

Channel Programs

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

May 1, 2018 Mark Cox Comments Off on 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.

Cloud

Five9 announces major new version of cloud contact centre platform

July 13, 2017 Mark Cox Comments Off on Five9 announces major new version of cloud contact centre platform
The Summer Release expands Five9’s global capabilities and expands the number of apps available on their microservices architecture.

Cloud

Jive, inContact, and Polycom announce UCaaS technology predictions

February 13, 2017 Guest Poster Comments Off on Jive, inContact, and Polycom announce UCaaS technology predictions
Jive Communications, inContact, and Polycom share their top predictions for 2017 in the unified communications-as-a-service space.

Cloud

Masergy sees new Cloud Contact Center solution as entrée to enterprise

February 13, 2017 Mark Cox Comments Off on 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.

Software

Plantronics upgrades analytics in Plantronics Manager Pro 3.9 monitoring service

January 25, 2017 Mark Cox Comments Off on 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.

Channel Programs

Five9 continues channel expansion in move away from direct model

January 25, 2016 Mark Cox Comments Off on 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.

Channel Programs

Avaya Canada lays out comprehensive midmarket strategy

December 3, 2015 Mark Cox Comments Off on 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.