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Contact Centers

Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows companies to utilize a contact center provider’s software. A CCaaS model allows businesses to purchase only the technology they need, reducing the need for internal IT support.

Unified Communication

Unified Communications is the integration of communication services such as instant messaging (chat), presence, voice, mobility (twinning/mobile app), audio, web & video conferencing, desktop sharing, data sharing/collaboration, call control and speech recognition with non-real-time communication services, such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not a single product, but a set of products providing a consistent unified user interface and user experience across multiple devices.

Desktop

A cloud desktop is a cloud computing solution that lets you access your desktop, files, and business apps in the cloud. It allows you to work on any device from anywhere, as long as you have internet connectivity.

Infrastructure

Infrastructure as a service (IaaS) is an instant computing infrastructure, provisioned and managed over the internet. IaaS quickly scales up and down with demand, letting you pay only for what you use. It helps you avoid the capital expense and complexity of buying and managing your own physical servers and other datacenter infrastructure. Each resource is offered as a separate service component, and you only need to rent a particular one for as long as you need it.

In addition to virtual servers, some vendors also offer physical servers as options within their IaaS. This is often needed for applications and databases that are more resource intensive or legacy applications that do not run well on virtual servers.

SD-WAN

SD-WAN – also referred to as Software Defined Wide Area Network, is an application-aware, over-the-top WAN connectivity service that uses policies to determine how application flows are directed over multiple underlay networks, irrespective of the underlay technologies or service providers who deliver them.

Security

ICybersecurity is the practice of defending computers, servers, mobile devices, electronic systems, networks, and data from malicious attacks. It’s also known as information technology security or electronic information security.

Colocation

A colocation center (also spelled co-location, or colo) or “carrier hotel,” is a data center facility in which a business can rent space for servers and other computing hardware. Many colocation providers sell to a wide range of customers, ranging from large enterprises to small companies. Typically, a colo provides the building, cooling, power, bandwidth, and physical security while the customer provides servers and storage. Customers retain control over the design and usage of their equipment, but daily management of the data center and facility is overseen by the multi-tenant colocation provider.

Disaster Recovery

Disaster Recovery is the restoration of systems to a given point in time when the systems were functioning within an acceptable loss of data or functionality Company policies dictate the specific aspects of the recovery process such as system priorities, maximum thresholds of loss, and maximum time to operational readiness.

Disaster Recovery includes both business processes and technology. Technology recovery can occur at different levels: applications, systems, and data. Applications can be restored on server systems for access through local or virtual infrastructures. Applications can also stream core application code from a centralized system with the presentation of the application on the guest device. Local resources such as printers, drives, and other network resources are available to the guest device. In either case, applications can be reinstated individually or as part of a whole system restoration.

Systems, which can include various server types, can be restored through use of backups taken prior to the outage. Finally, the data is the information that either the applications or systems access. It too can be restored from backup at a point in time before the outage.

Internet of Things

The Internet of Things – also referred to as IoT, is a network of interconnected devices capable of collecting and exchanging data. This model boasts interconnected devices designed to sense, collect, and send data to a repository over the internet, and can in turn be accessed by other internet capable devices. The evolution and convergence of IoT technology typically eliminate the need for repetitive tasks via automation without requiring human-to-human or human-to-computer interaction.

32

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Customers Served

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Agents Supported

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Supplier Overview

CallTower, Inc. is the leading provider of hosted enterprise-class unified communications solutions for growing organizations nationwide.

Dialpad is an Al-powered phone system that connects your entire organization across one, cloud-based platform through voice, video, messaging and meetings across all devices. Dialpad Support is the cloud-based service platform built for Support Orgs.

Evolve IP is a pure-play cloud services provider focused very successfully on the midmarket (25-2500 employees). Evolve IP has a broad array of Cloud Services that are pre-integrated into a seamless solution providing your customer with the full power of the cloud from one vendor.

8×8, Inc. is the number one provider of unified communications and collaboration (UCC) services in the cloud for Mid-Market and Distributed Enterprises. 8×8 offers the most reliable network available with a global footprint, easy deployment and full service customer support.

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating over three billion customer interactions annually.

Lumen is the third largest telecommunications company in the United States. The company provides broadband, voice and wireless services to consumers and businesses across the country.

Rackspace Hosting, Inc. operates in the managed cloud segment of the. business information technology (IT) market. The Company offers a portfolio of integrated IT solutions for common business needs and sells its services to business customers in more than 120 countries.

Vonage (NYSE: VG) is a leading provider of business cloud communications.

Zoom Video Communications, Inc. (NASDAQ: ZM) brings teams together to get more done in a frictionless and secure video environment. Our easy, reliable, and innovative video-first unified communications platform provides video meetings, voice, webinars, and chat across desktops, phones, mobile devices, and conference room systems.

Cisco helps seize the opportunities of tomorrow by proving that amazing things can happen when you connect the unconnected. An integral part of our DNA is creating long-lasting customer partnerships, working together to identify our customers’ needs and provide solutions that fuel their success.

ServerCentral provides highly reliable IT infrastructure in secure facilities across North America, Europe, and Asia. Delivering industry leading service levels on colocation, cloud, network connectivity, and managed services, ServerCentral is a trusted name to a wide range of global companies seeking turnkey data center solutions.

RingCentral, Inc. Since 2003, RingCentral has been transforming how companies communicate and collaborate.

Cato Networks provides organizations with a cloud-based and secure global SD-WAN. Cato delivers an integrated networking and security platform that securely connects all enterprise. locations, people, and data.

“Masergy sells high-performance integrated IT solutions for global enterprises.

inContact is the world’s number one provider of cloud-based contact center solutions, offering robust call routi software and a full line of workforce optimization tools to increase the efficiency of contact center agents-all in the cloud.