ADVERTORIAL
INBOUND CALL MANAGEMENT
a new opportunity for channel differentiation
In today’s fast-paced world, businesses need to be dynamic and flexible. Shifting targets and disruptions to working life mean that to remain competitive, you need to be able to respond quickly and efficiently to change. Home working, business continuity planning and increasingly high customer satisfaction targets are important and challenging trends. Ensuring that inbound calls are managed and re-routed to accommodate these challenges is fundamental. Kcom’s inbound call management service, Myriad, has been designed for Channel Partners to enable them to address the concerns of their customers and succeed in the increasingly competitive inbound call services market.
Iain Shearman, Sales Director at Kcom talks about the benefits of Myriad.
What is Myriad?
Myriad is Kcom’s carrier grade inbound call management service. Introduced to the market over two years ago, it has proven success in enabling customers to better manage and provision online changes to their inbound numbers. Myriad has been specifically designed to provide the flexibility Channel Partners need to meet their customer demands and overcome the challenges traditionally associated with these services - such as the burden of capex-heavy solutions, developing market differentiation and the complexity of management portals.
What are the trends affecting inbound numbers?
The rise in home and flexible working, business continuity and challenging customer service targets are trends that are fuelling the need for both Public and Private organisations to have reliable and flexible inbound call management services. The Myriad portal allows real-time changes to be made so that inbound numbers can be seamlessly re-routed to home or temporary offices to accommodate employees’ working schedules and company
disaster recovery plans. The trend towards cloud based applications provides resellers with access to a broadening service capability. Resellers are increasingly coming under pressure to provide real-time access to traditional IVR services, as well as advanced services such as: Call Whisper, Mid-Call Divert and network Call Queuing.
What functionality does Myriad deliver?
Myriad has been developed to address the Channel Partner marketplace in two different ways:
1. The Myriad Portal provides Channel Partners with access to a front-end, white-labelled portal which enables them and their end users to provision online, real-time adds and changes to their inbound numbers.
2. The Myriad Application
Programming Interface (API)
liberates partners to build their own call management portal and access the Kcom network in real time. They can then link their portal to other applications such as their billing functionality and then tailor it to suit their own requirements and those of their end users.
Myriad API allows Channel Partners to completely control the look and feel of their proposition to integrate seamlessly with their broader service wrap and then market this proposition to their end users in a way that differentiates them in the marketplace.
What differentiates Kcom’s Myriad API model?
As the only established solution in the marketplace, Kcom’s Myriad API model offers a unique opportunity for Channel Partners to build their own inbound call management service to suit their needs and those of their target customers. It offers them the scope to create a differentiated service and drive new revenue streams.
Who is Myriad API suitable for?
Myriad API is ideal for resellers who want to take the next step to deliver services above and beyond their competitors. Resellers with the ambition and desire to grow will find that Myriad API will help enable them to achieve their goals.
Do you have any examples of customers currently using Myriad?
Windsor Telecom, a major NGN
Provider in the UK, is using Myriad to deliver market-leading services. “Kcom’s API solution was the first on the market that provided us with the flexibility to design services specifically tailored to our customers’ requirements. This has made a significant difference to our business,” commented Neil Sherring, CEO and marketing Director at Windsor Telecom. MediaHawk, a specialist marketing agency, has seen their call minutes grow exponentially since utilising the Myriad platform over the past year. Michael Morrell, Managing Director at MediaHawk said: “Myriad has enabled us to see a considerable positive impact on our bottom line. It has enabled us to increase our customer base through increased customer numbers, as well as providing us with the mechanism to improve our customer service.”
Why choose Kcom?
Kcom wants to work with you as a true partner – we want to get to know you and your customers, and understand your business’ goals so we can provide tailored solutions to suit. Our ultimate aim is to grow your business and provide you with the right solutions to set your business apart from the competition.
If you want to find out more about what Myriad can do for your business, contact Kcom on 0800 915 5163 or visit
www.kcom.com/myriad.
www.comms-dealer.com
COMMS DEALER | JUNE 2010 | 37
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