INDUSTRY NEWS
Oak solution brings CRM to small fi rms
OAK Telecom is confident that its latest product will give resellers a golden opportunity to bring powerful Customer Relationship Management to small business customers. Called connectX, the soft- ware solution has been released on the back of Oak research that revealed SME organisa- tions want to overcome situa- tions where a customer calls in, establishes a relationship with an employee, and then cannot reconnect with that person when calling back.
Respondents also wanted to know the status of the customer to ensure service levels are at their best. Oak’s Telecom’s connectX solution has been designed to
Phil Reynolds
solve these problems, whenever possible reconnecting a caller with the last person they spoke to, transferring the customer information with the call and enabling staff to make notes, play back the call and review their conversation. This ensures the customer has received all
the information they need and enables the employee and man- agement to monitor and manage service levels. Oak Telecom’s joint CEO, Phil Reynolds, commented: “Sadly, the communications sector has given CRM a bad name through over complicat- ing products and applications, to the point where the actual benefits to the user were highly questionable. “To me, CRM is about being rapidly aware of who your cus- tomers are and dealing with them professionally. An instant snapshot of activity is also very important for managers keen to understand how top customers are being handled, particularly in busy periods.”
Nimans enters headset market
NIMANS has introduced cord- ed headsets to its own brand Radius product range.
The Radius portfolio already features call management, call recording, activity monitoring, music on hold, business tele- phones and a long range cord- less telephone, and according to the distributor the addition of four corded headsets is a natural
expansion of its growing family of communication solutions. The headsets are wideband enabled, while acoustic shock protection, a 270 degree rotating microphone boom, quick dis- connect system and a two-year warranty come as standard. Nimans’ Headset Specialist
Lynsey Brown says the com- pany saw a gap in the market
to provide resellers with more cost-effective choice, and a fur- ther option alongside the tradi- tional headset manufacturers. She said: “The Radius head- sets are available in monaural or binaural versions and have been designed for use in many environments, from call and contact centres to offices and other work places.”
Bluebell gears up for growth
B2B communications provider Bluebell Telecom has appointed Gamma Telecom founder Paul Banner to its board as Non- Executive Chairman.
Banner will be responsible for overseeing Bluebell’s growth strategy and he specialises in buy-and-build acquisitions. This complements the com-
pany’s current strategy which is to achieve growth by acquiring profitable and successful busi- nesses that can add value to the Bluebell proposition.
Banner has been in the pri- vate equity sector for over 20 years and entered the telecoms market in 2001 when he co- founded Gamma Telecom. Within the first four years of launch the company had notched up sales totalling £100m. Banner was also respon- sible for founding Epsilon Telecommunications in 2006. He said: “Through a concert- ed and strategic buy-and-build approach I expect Bluebell to grow at a significant pace over the next two years.
“The company has a strong leadership team, the right approach and the backing of top tier financers, all of which are set to contribute to impressive sustainable growth.”
Paul Banner
Bluebell Director, Mick Crosthwaite, commented: “Our sharp focus on simplifying communications coupled with the expertise Paul brings gives me the confidence that we will continue to grow and become a strong force in business tele- communications. Our business is evolving and we will continue to seek businesses that bring Bluebell an extra edge against the competition.”
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Bigger Margins - Better Service - Happier Customers 8 COMMS DEALER MARCH 2011
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