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UC Roundup: Fuze Meeting Survey, Intermedia-Datto, Jabra Conferencing

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UC Roundup

… that the best work happens when culture and technology converge. This means it’s not enough to have a strong culture or the right technology — the best work is done by employees who feel like their preferences and ideas are heard and supported by their organization.

CP: Are UC providers keeping up with organizations’ demands for UC?

EH: As the enterprise embraces digital transformation, we are seeing an increase in distributed workers and the need to provide employees with the right tools and technology to do their best work. Especially with the incoming generation of workers who prefer to use their mobile phones over a desktop or laptop, this tells business leaders that you need to make sure your collaboration and communication tools are mobile-ready and equipped to be the preferred meeting device across an organization.

Technology is generating significant opportunities for people and companies alike. Employees are demanding consumer-like experiences to match technology in their personal lives, with greater flexibility on where and how they work. Work is personal and employees want the opportunity to choose their work styles, schedules and tools.

CP: Does the report point to emerging trends in UC?

EH: We continue to see a trend that successful companies will achieve gains in employee productivity and engagement by taking into account differences in communications practices across different ages and cultures instead of a top-down approach.

Intermedia Integrates with Datto Autotask PSA

Intermedia this week announced the integration of Datto Autotask Professional Services Automation (PSA) within its partner portal to simplify day-to-day operations for MSPs selling the Intermedia Unite UCaaS solution.

With this integration, Intermedia partners who sell Unite and utilize Autotask PSA can more efficiently manage and support their customer accounts, with improved invoicing and billing, and service ticketing.

Intermedia's Reza Kamran

Intermedia’s Reza Kamran

Reza Kamran, Intermedia’s senior director of product marketing, tells us his company provides its MSPs with more control and flexibility over their private or co-branded UCaaS solution.

“MSPs benefit from working with their invested Autotask infrastructure,” he said. “Our integration ensures that MSPs deliver more timely and accurate billing; in addition, MSPs can delight customers with more automated service ticketing over critical network issues to help improve customer resolution time for higher customer satisfaction.”

MSPs are faced with the challenge of onboarding a variety of new products and services while continuing to extend their value of support to maintain ongoing revenue and customer value, Kamran said. According to Datto’s 2019 State of the MSP report, 87% of MSPs rely on help desk as the No. 1 service offering that drives MSP revenue, success and differentiation, he said.

“While many vendors offer agent-based models, such business models can limit control, flexibility, margins and a desired customer experience that an MSP needs to deliver to ensure differentiation and ultimately a competitive advantage,” he said. “Intermedia Unite’s reseller model was built to give MSPs ultimate control — over their UCaaS services, margins, profitability, and most importantly, their customer relationships.”

Unite combines a cloud PBX with web and video conferencing, team chat, file sharing and backup, and more, with the desktop and mobile apps that allow for anytime access from any device. Datto Autotask PSA is an IT business management platform that delivers …

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