MARKET REVIEW
www.comms-dealer.com
win the PBX/IP PBX business against a rival company pitching for the same customer, and according to Phil Reynolds, joint CEO at Oak Telecom, that trump card product is call logging. “Selling solutions is the key to success, and when the solution saves money, drives new sales and increases efficiency there’s no option for the end user but to purchase,” said Reynolds. “If a rival is not making a solution sale and not selling the recession proof benefits then the deal is yours. In these times of a deep recession, managing overheads and getting the maximum efficiency from staff is absolutely critical. Call logging delivers this and much more. If you want more orders for your business what better way than getting on the phone and chasing the business. Again, the call logger comes into its own here. How many calls have your sales team made, have they made enough?”
REASONS TO LEAD THE SALES R
esellers who lead with a recession proof product are far more likely to
margins for resellers on call logging have always been good, but if sold as part of a solution that includes call recording, wallboard display and screen popping of CRM type applications, then the profits can be huge.”
In addition to normal updates to reporting Oak has added call evaluation and call recording reports and extended its wallboard type displays. “What’s really exciting is our iPhone and Android wallboard type displays which take call logging and reporting to the next level, all part of our mobile server technology that is included in the CSX platform,” added Reynolds.
Call logging is a powerful reporting solution that provides the management information to run a business effectively. End users are more aware of the need for call handling solutions but there’s still a long way to go. Reynolds highlights the missed opportunity if resellers fail to take the call logging message to their customers. “If end users were fully aware then every single business in the UK would have a call logger and a call recorder. That would keep the channel busy for many years to come,” he said. “The
Drivers for uptake There are two big drivers in the market, observes Kay Tobin, Commercial Director at Tri-Line. “There is a need to assimilate call logging stats with other business information to provide effective business intelligence. It’s easy to see telecoms as a specialist subject but without putting this information into context with other information it can be meaningless,” she points out. “Secondly, the need to be able to make sense of the data in seconds. Today, many businesses suffer from information overload, so it’s not enough to tell them you can provide information, it’s just as important to show them how this information will be presented or how they can sort through it in seconds. The proposal must make call logging an intrinsic part of their existing and proposed business solutions.”
While the ability to get the information in seconds in a simple readable format is
Oak’s call logging wallboard
vital – using customisable wallboards on a large screen, web page, PDA etc – the customer needs to use this information in a real business context by integrating with third party apps so that they not only see how many calls were made, but put this into context with appointments booked or sales revenue generated. “End users are very clued up when it comes to call handling solutions, sometimes more than the resellers who are advising them,” observes Tobin.
“The challenge for the channel is to get to grips with the products on offer and understand the underlying differences because the end user generally will. More than 50 per cent of our enquiries come directly from end users who are dissatisfied with the product they have been offered. These end users are IT literate and if
they don’t like what they see they’ll simply Google and find an alternative.
“The term call logging is probably dated in that it implies just the CDR/SMDR feed from the switch. While that information is useful, it’s hardly compelling stuff and won’t excite resellers or their prospects. IT literate buyers want more than access to some reports. Luckily the technology available today allows us to offer a host of delivery and integration options. This is what sells solutions. The old RoI justification is dated and difficult.”
Integration
Over the last year the customisable display boards and fully integrated recording have been a force in driving sales and opening up large multi-site opportunities for Tri-Line. “Understanding switch output is our business,” added Tobin. “Luckily,
helping you reach customers - near or far 84 COMMS DEALER NOVEMBER 2010
web technology gives us a range of exciting opportunities as to how to collect, integrate and deploy solutions using this information and delivering it in innovative ways.”
Leading with a call handling solution shows that a reseller has a better understanding of their clients’ requirements, and will supply them with a means to measure the changes in the business after the new system has been installed, says Jonathan Hogg, Head of Product & Marketing for CTI Group. “Ultimately, end users want a robust call logging application that provides them with a clear and consolidated view of the data and information that flows through their organisation. By giving customers transparency of their entire communications system, the call logger will help deliver cost savings and improved customer
T: 0844 871 1122 E:
sales@maintel.co.uk W:
www.maintel.co.uk
www.comms-dealer.com
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98