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Zoom was one of the most common words used in 2019. For many some older generations maybe the new MSN, the uptake wasn’t just businesses allowing users to continue WFH but consumers having access and meeting friends and family online.

Excelien is excited to have Zoom now part of our portfolio of vendors. We see Zoom as an easy-to-use, dependable and innovative platform for video-first unified communication, which also delivers phone, meetings, webinars and team chat.

The advisory services work with several vendors and continually analyse these but, Zoom is architected different, it’s the only platform which was built with video as its root foundation, this at its core is why customers like Walmart, Uber and Hubspot rely on this the reliability and scalability, not only that; Zoom also have a customer footprint in over 94% of countries around the world!

The common association with Zoom is video, which is true, but the video-first communications platform also offers:

Zoom has, and will continue to mould the way enterprise organisations globally communicate and connect. Zoom comprises all the tools you need into one simple platform – from 1:1 meetings to meeting rooms to large broadcasted webinars. It’s a seamless experience on desktop, mobile and conference rooms. With Zoom, companies have seen an 85% increase in video usage and VOIP six times more than traditional telephony – so people join fast and are more productive, and companies save money.

If you’ve come straight to this page, you may have missed how we work, Excelien has partnered with Zoom on an advisory partnership; this means, you have free access to our pre-sales team, consultants and 0% margin pricing.

  • What’s the most important priority to you with video collaboration?
  • What would you like to accomplish with Zoom, drive sales, expand the market or more?
  • What features are you currently using in your existing solution? What are some specific features you require but do not now have?
  • What do you do for IM and Presence today?
  • What are you using for voice today – on-prem vs PBX?

Excelien have a range of experts experienced in delivering Zoom, speak to one of the consultants and understand how we can help you in your journey.

 

IT Procurement consists of 4 pillars:
People, Process, Technology and Supply Chain.

At Excelien, we strive to meet and deliver on all these.

We have an experienced and more importantly, an enthusiastic team to support our clients.
We put in SLA’s into our procurement agreements to ensure our service is measurable.
We invest in technology to simplify the process, whether that’s a single system to track over 260 couriers or online portal.
We continue to grow our supply chain with a vast network of distributors and suppliers worldwide, meaning we can source stock quickly, be competitive in price and more importantly deliver.
Speak to one of our team, and see how we can help your IT procurement strategy at hello@excelien.com

 

Excelien has a long-established relationship working with RingCentral delivering UCaaS and CCaaS solutions within the finance industry. We’ve helped organisations consolidate global telecom estates to a single platform, revolutionise their contact centre and boost productivity and efficiency with RingCentral.

We look at how Fintech startups, as well as established banking, accounting, and insurance companies, rely on RingCentral to help them with the challenge of balancing cost, regulations, and confidentiality in a fast, ever-changing digital world. Excelien with RingCentral discusses how an all-in-one secure communications and collaboration platform gives organisations the opportunity to deliver a top-tier personalised experience while making significant budget savings.

Join this webinar on July 22nd at 10 am (BST) to discover why RingCentral is a secure, compliant, and unified communications solution built for financial services.

What will be covered?

– Drive user productivity and efficiency gains
– Consolidation of business communications into one single app
– Customise with market-leading integrations with your existing technologies
– Increase customer engagement and satisfaction
– Deliver competitive, quality customer service
– The highest level of security for financial data

Sign up here!

 

Excelien continues growing its vendor community partnering with Talkdesk, an enterprise cloud contact centre (CCaaS) that empowers companies to make customer experience their competitive advantage.

The partnership held the solution to the common problems our clients have endured. The ease of integrations, reducing costs, decreasing ramp-up time for the agent, improving employee satisfaction and having a platform that is straightforward to manage and doesn’t require specialists to operate. Talkdesk has already established a name within the CCaaS market with clients such as Tandem Bank, TAP Air Portugal, Trivago and IBM.

The challenge is that most contact centre technology out there today can’t meet these modern customer needs. Most were built 20+ years ago, before the digital revolution. These systems operate as channel silos, with little or no integration to CRM or other systems. They are inflexible, hard to adapt to the everchanging business needs and expensive to maintain. These systems lack innovation, so adopting new technology like AI is virtually impossible. And this isn’t just a problem with on-premises systems, its also an issue with first-generation cloud solutions.

Ease of Integrations

The fact we’re in an era where innovative collaboration and productivity tools are growing faster than ever, to be able to meet the demand for integrations quickly and easily is what IT teams need.

Gone are the days of getting in developers to create APIs, with Talkdesk AppConnect you’re able to extend capabilities with push-button integrations with over 100+ partners. AppConnect is recognised by Gartner as the industry’s first app marketplace for the contact centre.

AppConnect gives you the flexibility to test the integrations for 30 days for free, and then co-term with the monthly payments. The apps require no long-term commitment and plans can be modified, upgraded or cancelled at any time.

Reducing Costs

Understanding Cost Avoidance vs. Cost Reduction is the message we want our clients to understand. If the main focus is on what you’re paying now, you’ll be likely to be in a scenario of you get what you pay for, and potentially at risk not being able to scale for future growth.

With Talkdesk, we see that it addresses cost reduction in further areas such as automation through IVR and AI, agent attrition and missed call opportunities which helps your business build up more profit over time. We also look at how we can reduce operational costs, and unaccounted costs such as efficiency, self-service adoption, integration workflows, and disaster preparedness.

It’s about thinking long term.

The Stats Speak the Truth

In the world of sales, if you’re referred to someone or recommended a product you’re 72% more likely to purchase it. Talkdesk has some great accolades having the most and best reviews with Gartner, G2Crowd and Salesforce AppExchange

And being recognised by their clients as well as Gartner has resulted in Talkdesk to enter the Leader quadrant for the Contact Centre as a Service Magic Quadrant. Talkdesk is one of only three vendors appearing in both the North American quadrant and Western Europe Contact Center as a Service Magic Quadrant making Talkdesk an exceptional option for companies requiring an end to end solution for contact centres globally. Talkdesk is the most recent vendor to be in the leadership quadrant and the fastest company ever to make it into the leadership quadrant.

 

Improving Customer Experience

On average there are 7 stages of transition through the customer experience life cycle, and we look at how Talkdesk manages these, and how it minimises customer effort, boost customer satisfaction, maximise resources and ultimately generate revenue.

 

1 – Method of Communication

Customers are not the same as 10 years ago, they’ve shifted from how they traditionally got in contact, they expect to be able to contact you via IM, Whatsapp, Socials and some just don’t want to chase and want the company to contact them back at a convenient time.

Talkdesk provides access through all these contact channels whether its Web, Mobile, Social, Email, Visual/Video or Live Chat.

2 – CRM Integration

Customers expect a personal experience, and to do so, CRM integrations need to present context to the agent and contact centres with real-time information about customers, empowering your agent to have more intelligent and seamless conversations.

Whether that identification is their account number, email address or number, it can help quickly identify and address the customer, allowing more profound insights into what the call might be, and promptly personalise the callers information.

 

3 – IVR & Self-Service

We all have shortcuts to get around the IVR, such pressing 5 “if you’re planning to leave the service” (which would usually get answered quicker!). Talkdesk empowers the customer to use self-service and cut costs by freeing up agents.

As customers call in, the IVR can quickly distinguish customers needs and have them directed to specific agents. This frees up unnecessary time trying to guide the customer to the correct agent, the customer can speak to some who specialises in their topic. If a customer just needs to know their balance on an account or when a bill is due – that’s something an IVR can handle.

4 -Intelligent, Skills-Based Routing

Talkdesk wants to deliver exception customer experience, but how?

We connect the customer with the best available agents based on their skills, reducing interaction time, improving the quality of service and reducing re-queues. There is also the ability to provide real-time information to the customer about their wait time, queue position and options to opt for callbacks. The intelligent mapping of calls can prioritise high valued or high-risk accounts, getting them to agents as quickly as possible

5 – Efficiency Tools

Talkdesk generates efficiency for common tasks with tools like disposition codes or preview dialers, these can conserve time and improve agent utilisation and productivity.

Preview dialers allow outbound reps to have context prior to calling, and power dialers can decrease the time it takes to place calls and leave messages and can move seamlessly onto their next conversation.

Disposition codes help complete everyday tasks to help improve agent productivity by decreasing after-call work and allowing these to be easily indexed within the Talkdesk reporting.

6 – Reporting & Analytics

The Talkdesk dashboard allows you to gain real-time visibility and administration with real-time reporting and advanced analytics. Instead of worrying about code to building out your metrics, you have simple click functionality to create instantaneous dashboards to proactively run your contact centre, leveraging BI to uncover insights and optimise your team.

7 – Workforce Engagement

Beyond the dashboard and reporting, you want to engage your staff wherever the agents are located, whether they’re remote, based in different time zones or part-time during the busy periods such as Christmas. Talkdesk allows you to create the right balance between cost and service-level management. Talkdesk provides tools to forecast contact volume, schedule contact centre staff based on workload and plan for future events.

Talkdesk can evaluate & benchmark agent performance, which means they can adequately reward or promote agents with accurate depictions of their performance. To help with that, they can ensure compliance with call & screen recording.

 

Talkdesk for the Future

Excelien see Talkdesk as the future of contact centre services with the speed of innovation which Talkdesk is developing, being cloud-native, AI deeply embedded within the platform, an industry-unique App Ecosystem and agile development of new capabilities – it leaps ahead over its competitors.

And for our clients, Talkdesk is Customer-Experience obsessed, with one of the only vendors to deliver a 100% uptime SLA, achieve 98% CSAT rating from their customers and over 134% net retention.

Our cloud advisory team at Excelien are experienced in deploying a range of contact centre rollouts through every step of the journey, and our consultants can navigate you to see how Talkdesk can increase productivity, manage costs and move to a futureproofed solution.

 

 

We genuinely hope that you and your co-workers remain safe and healthy during these unprecedented circumstances. As a leading advisory organisation, we have worked side by side with our eco-system of vendors within the network services and cloud communications space, alongside Masergy we have a created a unique offering to accelerate your virtual workforce strategy further. We have created a short-term offer with a minimum 3-month commitment, and available for immediate response to build a productive and secure remote workforce for your global company.

VPN Offer: Fast and Fully-Managed Remote Connectivity

Require secure connectivity over the public internet to enable your workforce? Masergy Networking as a Service (NaaS) Virtual Private Networking (VPN) offers a turnkey solution for securely connecting remote workers to your corporate WAN. Entrust Masergy for fast and fully-managed connectivity.

  • Get bulk VPN connections spun up within 24 hours
  • Employees can use their home internet securely by connecting directly into Masergy’s software-defined network for high-performance application delivery.
  • A global team supporting 24/7 network performance monitoring

Unified Communications Offer: Empower Remote Workers

Companies want a seamless transition from office to home and maintain the productivity of the workforce while working at home. Masergy’s remote collaboration solutions support your team to stay productive wherever they are and on any device. To collaborate effectively, your workforce needs a seamless experience and the same resources and communication options they have in the office. Masergy makes it easy for you to deliver a work-from-home business model.

  • Masergy’s Remote Productivity Suite includes face-to-face meetings over video, softphone, presence, chat, and even desktop sharing
  • UCaaS technologies are embedded into Masergy’s software-defined network, so users get high-performance application delivery

Cloud Contact Center Quick Deploy Offer: Enable Remote Agents

Ramp up remote agents in just one week using Masergy’s Quick Deploy Offer. Powered by Cisco Webex Contact Center, this solution cost-effectively implements critical cloud-based services to facilitate the world-class experience today’s customers have come to expect.

This offer includes:

  • Rapid installation that typically occurs in five business days from order to live service
  • A FREE softphone or you can continue using your existing end-points
  • Tiered service options for standard and premium agents
  • VoIP, PSTN, and fully managed services with 24/7 network performance monitoring
  • Free toll/local number access and PSTN call, respectively for the first 90 days

 

Our cloud advisory team at Excelien are experienced in a range of Unified Communications and Contact Centre rollouts. Please speak to one of our cloud consultants today to see how we can increase productivity, manage costs and move to a futureproofed solution, whether temporary or permanent.

 

 

 

 

 

If your company has a presence across multiple locations, the term SD-WAN should have come across your desk.

As companies move away from traditional compute to the Internet and the cloud, the conventional way of building WANs has become outdated. Costs for MPLS have been too expensive, service configuration commonly known for their poor punctuality and lengthy deployments. Companies have had over-compensate on their capacity, or limit performance due to inadequate bandwidth. 

 

SD-WAN acts to address the problem with smart routing for the right application. This is achievable as SD-WAN creates a virtual overlay over the underlying data services, distributing the upper protocol stack from the network. All networks have some independence from the underlying data service. It’s what allows us to run IP across Ethernet as efficiently as we do across MPLS.

 

Benefits of SD-WAN

1) Business Efficiency 

Deployment timescales are drastically reduced with the agile deployment of WAN services, such firewall and bandwidth. This means sites with no IT staff can roll-out services to branches without local IT staff. Companies can also benefit from enhanced agility with the capability to increase and reduce bandwidth based upon demands without the need for lengthy configurations, more often than not with the click of a button.

2) Commercial Rational

SD-WAN delivers firms an added layer of reliability, assuring that internet connectivity (cable, DSL, and Ethernet) is widely accessible and fast to roll-out. This can be achieved at a margin of the cost of a similar MPLS circuit, delivering a secure and reliable WAN service which is inexpensive and within constrained budgets.

3) Optimal Cloud Architecture

SD‐WAN augments networks to effortlessly and efficiently connect to cloud-based applications. It eradicates the backhaul penalties of conventional MPLS networks providing secure, low latency, high packet delivery (FEC), high‐performance pathways to the cloud. Implementing SD-WAN will increase the end-user experience with cloud and SaaS-based applications. 

4) Effortless Management and Adoption

Speed is the principal advantage of SD‐WAN, it makes implementing WAN services quick and uncomplicated. SD‐WAN solutions are incomplex to roll-out and offer traffic monitoring and automated setup, making them simple to handle.

5) Move to Hybrid WAN

The common myth is if businesses have already invested into MPLS for branch offices, it’s not necessary to roll-out SD-WAN. But, the advantages of operating a hybrid network potentially is something to have you rethinking your strategy. Businesses can seamlessly deploy SD‐WAN solutions without modifying the current MPLS network. Companies can migrate traffic increases toward a more inexpensive Internet bandwidth.

It’s common knowledge that Cloud technology transformed the industry for many organisations, the ability to deploy almost instantly, adaptability and customisation at your fingertips at an economical price; SD-WAN is no different. SD-WAN is shifting the network paradigm to deliver enterprises what they need and when for the ability to take full advantage of modern computing. The actuality is that companies without SD-WAN are not performing at their optimal level. It’s like only using 30% of your brain; imagine what can be accomplished if you utilise the other 70%. 

6) How to execute that shift from 30% to 100%

Our team of SD-WAN experts are experienced from delivering all kinds of solutions from a small store with multiple national stores, moving away from broadband and the pains associated with changes for their busy season such as Christmas that take up to 2 weeks. Or a global asset management firm where it was imperative to have that split second advantage over their financial competitors – Get in touch for a complimentary SD-WAN advisory session!