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First Contact

First Contact Vendors have addressed a number of contact center functions with an eye toward achieving first-contact resolution. Handling customer requests completely during the initial contact is every contact center managers goal.

Securing Opportunities

Securing Opportunities The Internet has given us lots to love and lots to be concerned about. As more and more small and medium businesses begin to embrace VoIP, unified communications and other IP technologies that provide a competitive edge, theres an accompanying recognition that these companies also need resources for securing those communications beyond a […]

Avaya One Initiative Unites Dealer Programs

Once again, Avaya Inc. is retooling its approach to the channel this time with an eye toward simplifying partner engagement by offering a common platform for all dealers no matter the target market or product line. The new Global Partner Program, called Avaya One, will be effective Dec. 1, and was announced to the channel […]

Keeping an Eye on IP Video Surveillance

With all of the attention organizations are giving to the safety and security of their employees, visitors and assets, it is no wonder that IP video surveillance is emerging as a key benefit of moving toward a converged network especially among such sectors as financial services, education, law enforcement, retail and health care. Looking to […]

Giving Blackberry a Black Eye?

While Research in Motion Ltd. (RIM) has been the heavyweight of the enterprise mobile data market with its Blackberry product, there’s a new contender in town that may have the staying power to face RIM in the ring. JP Mobile Inc. is in the corner with SureWave Mobile Connect, available for private label. SureWave is […]

Ask The Expert

Dear Expert Eye, What are master agents’ responsibilities to subagents and vice versa? From Anonymous Dear Anonymous, In most cases, the responsibilities owed between a master agent and a subagent will depend upon the relationship and agreement that exist between the parties. In my experience, most master agent-subagent relationships are not that of an actual […]

Resale Gets Another Black Eye

By now you’ve heard about the NorVergence bankruptcy. Certainly, it’s not the largest in telecom’s recent past, but it is significant nevertheless. The company had a novel business model wherein it aggregated network services through its Merged Access Transport Intelligent Xchange or MATRIX System installed at the customer premises. Typically, located in the customer wiring […]

Ask The Expert

Dear Expert Eye, What does the loss of UNE-P mean for agents? How are we affected by the recent regulatory changes, and what do we need to do to avoid losing business? –Anonymous Dear Anonymous, The recent wave of regulatory changes regarding UNE-P resale is already having profound implications for both service providers and agents. […]

Expert Eye For The Channel Guy

Market Race’sMichael Fair PAETEC’sArunas Chesonis PAETEC’sGary Eisenberger Deloitte Consulting’sElizabeth Faber AlignedGrowth Partners’Hedley Lawson Jr. At the Spring 2004 Channel Partners Conference and Expo, PAETEC Communications Inc. CEO Arunas Chesonis led a well-attended Tuesday morning general session titled, “Expert Eye for the Channel Guy,” inspired by the cable TV show, “Queer Eye for the Straight Guy.” […]

Partner Channel – Agents Eye CLECs with Caution

Posted: 08/2001 Partner Channel Agents Eye CLECs with Caution By Josh Long As a doomsday asteroid bears down on Earth in the motion picture “Armageddon,” one of the movie’s heroes advises his crew to “embrace the horror.” The phrase captures the attitude many agents have adopted as they take stock of what’s happening with CLECs. […]

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