contact centre

Unified Communications

Avaya’s CEO emphasizes company has fundamentally transformed around embracing change and customer centrality

January 21, 2019 Mark Cox Comments Off on Avaya’s CEO emphasizes company has fundamentally transformed around embracing change and customer centrality
Jim Chirico kicked off Avaya’s Engage event in Austin by updating the company’s progress, and stressing that the company has reoriented its approach to the market and their customers.

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Channel Programs

Vancouver-based engagement platform provider Comm100 continues to build out channel

December 21, 2018 Mark Cox Comments Off on Vancouver-based engagement platform provider Comm100 continues to build out channel
Comm100, which has been in business since 2009, just formalized its first partner program in September, and has onboarded four new partners, with many more in the pipeline. They are looking to build the channel business to 20 per cent within the next 1-2 years.

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Unified Communications

Jabra extends new Engage franchise to corded phones with Engage 50

November 5, 2018 Mark Cox Comments Off on Jabra extends new Engage franchise to corded phones with Engage 50
Jabra’s first corded model in their next-gen Engage franchise is aimed at the more price-sensitive part of the market, but still contains some interesting technology innovations.

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Unified Communications

Sennheiser fills gap in unified collaboration headsets with high-end SDW 5000 Series

June 1, 2018 Mark Cox Comments Off on Sennheiser fills gap in unified collaboration headsets with high-end SDW 5000 Series
Sennheiser is looking to their first unified communication and collaboration headset to further stimulate their Canadian business, which has already been showing strong momentum.

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Hardware

Jabra launches new Engage wireless headset franchise for dense contact centre environments

April 30, 2018 Mark Cox Comments Off on Jabra launches new Engage wireless headset franchise for dense contact centre environments
The Engage franchise, available in models which connect to two and five devices respectively, and in mono, stereo and lightweight convertible models, is designed for dense contact centre environments, and allows for connection of three times as many wireless headsets with no loss of quality.

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Partnerships

Avaya adds Identity-as-a-Service capability through partnership with Post Quantum

March 14, 2018 Mark Cox Comments Off on Avaya adds Identity-as-a-Service capability through partnership with Post Quantum
The new technology will roll out later this year in a new service, Avaya Mobile Experience, although Canadians will have to wait a little longer, since it will initially be limited to the U.S.

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Cloud

New Calabrio VP of Strategic Partnerships reworking channel strategy to expand ecosystem presence

February 5, 2018 Mark Cox Comments Off on New Calabrio VP of Strategic Partnerships reworking channel strategy to expand ecosystem presence
While Calabrio has been expanding its cloud presence with new partnerships with Contact Centre-as-a-Service providers, they are also leveraging their strategic platform and reseller partners and looking to expand into new kinds of platform markets.

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Unified Communications

Avaya announces new integrated voice and communications platform with Spoken acquisition

January 29, 2018 Mark Cox Comments Off on Avaya announces new integrated voice and communications platform with Spoken acquisition
Avaya was already partnered with Spoken, but the acquisition will allow broaden application of their technology throughout Avaya’s portfolio, to enable customers to transform their business models.

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Cloud

IR makes updated UC assessment and testing solution available in the cloud

September 25, 2017 Mark Cox Comments Off on IR makes updated UC assessment and testing solution available in the cloud
Last year, IR introduced a network assessment and testing tool. It is being well received by Microsoft partners, and the new version is switching from software to a cloud-based tool.

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Networking

Aryaka enters first UCaaS partnership with 8×8 deal that creates a ‘meet in the channel’ solution

September 20, 2017 Mark Cox Comments Off on Aryaka enters first UCaaS partnership with 8×8 deal that creates a ‘meet in the channel’ solution
The best-of-breed partnership is aimed at enterprises with a global presence, as well as regional customers with significant challenges.

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Distribution

8×8 signs on Ingram Micro as key part of channel expansion strategy

July 28, 2017 Mark Cox Comments Off on 8×8 signs on Ingram Micro as key part of channel expansion strategy
The Ingram Micro deal is part of a significant initiative 8×8 has been making this year to up its investment in the channel.

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Cloud

Avaya’s Zang highlights ISV partner Mutare’s healthcare solution

March 23, 2017 Mark Cox Comments Off on Avaya’s Zang highlights ISV partner Mutare’s healthcare solution
Mutare is one of about 90 strategic ISV partners of Zang, but they were also one of the very first.

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Unified Communications

Avaya looks to reduce debt burden and re-emerge stronger with Chapter 11 filing

January 19, 2017 Mark Cox Comments Off on Avaya looks to reduce debt burden and re-emerge stronger with Chapter 11 filing
Avaya says that the sale of its Contact Center business is not being considered as a way to restructure its balance sheet, but that it is in discussions to possibly sell off other assets.

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Unified Communications

Improved ease of deployment highlights Avaya IP Office Contact Center 10

December 1, 2016 Mark Cox Comments Off on Improved ease of deployment highlights Avaya IP Office Contact Center 10
The changes will save partners hours in deployment time, and by reducing time to value, should also please customers.

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Unified Communications

Enterprise VoIP vendor 8×8 looks to take channel to next stage with new partner program

November 15, 2016 Mark Cox 1
8×8 only began to actively a develop a channel in recent years, but now the channel has grown to the point where the company has had to introduce a new program with more resources to support it.

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Cloud

Cloud contact centre vendor Five9 signs first disti deal with Westcon to add new partners

June 28, 2016 Mark Cox Comments Off on Cloud contact centre vendor Five9 signs first disti deal with Westcon to add new partners
Cloud-focused contact centre software vendor Five9 continues its channel expansion by signing its first distribution deal, a global one with Westcon-Comstor. Westcon will help Five9 build out its solution provider channel

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