So after much speculation and jostling for position Avaya has signed agreements to purchase Nortel’s enterprise solutions business for $475 million USD a bargain even considering the current economic climate.
It will be interesting to see what happens as the two manufacturers share some common distribution for the dealer channel in Europe, in some cases this makes the acquisition easier but Avaya will need to be careful to ensure that one plus one does not end up equalling one. With care this should see Avaya being able to widen their sales reach right across Europe and beyond.
There should be some manufacturers who will be sitting up and taking notice such as Cisco, Siemens and Alcatel-Lucent as this new combined entity may push some of them off top spot in some European countries.
We wait to see if the Nortel name survives and what will be the consolidated product range in a few years time.
We have been testing some new products to add to our portfolio in the area of contact centres and it suddenly stuck us – what is a contact centre ?
In the good old days (you always sound like your father when you say this!) all contact to a contact centre was via the telephone that is why they used to be called call centres but now a company can receive regular telephone contact, VoIP Calls such as Skype services, On Line Chat, emails and voicemails and in reality these all need to be handled in the correct manner. All companies are chasing business hard and who are we to advise a potential customer of the best way to contact us so we need to handle all contacts in the same efficient manner.
For Contact centre developers this brings a new challenge of being able to handle all these contacts and order them and feed them to the correct or best agents and then be able to report on how they were dealt with. I am sure that soon contacts from Social Networking will become an important part of business.
We also see that new generation customers are much more comfortable to do business without using the telephone and relying on chat or email for contact so contact centres have to move with the times and work patterns adjusted accordingly as these contacts still need to be handled in the way a phone ringing is handled.
TELES has enhanced its ISDN VoIP Gateway portfolio with a new 8 port BRI VoIP Gateway. The product has been designed to meet demand for a higher density, high performance solution for connecting enterprises to public telephony.
With the introduction of the new product, VoIP service providers and system integrators addressing business customers can offer a broader range of customers a straightforward migration path to VoIP without having to waste existing investment in PBX infrastructure. As well as contributing to a substantial reduction in operating costs, the TELES VoIPBOX BRI also provides enhanced functionality, including an integrated feature rich IP PBX and advanced LCR functionality. The gateway can be added to an existing PBX without the need for any special interface cards or programming and can be setup to route VoIP calls as required.
The VoIPBOX BRI is designed for a smooth and fast installation and is provided with an intuitive installation wizard for increased productivity. A comprehensive set of management tools allow customers to provision and operate small to large installations from a single location using either a web-based management tool or TELES NMS.
We have been selling the VoIPBOX gateways for a while and this new version gives us flexibility to sell to a wider market.