Technology Reseller v39 07 NEWS : RESELLERS Welltel partners with Talkdesk Welltel, Ireland’s fastest growing communications and IT company, is partnering with Talkdesk to market and sell the latter’s cloud contact centre solutions to Irish enterprises. The € 4 million, three-year deal will extend Talkdesk’s reach in Ireland and enable Welltel customers to boost employee productivity, support remote/flexible working and improve the customer experience (CX). As part of the partnership, Welltel plans to invest € 750,000 in training and marketing the Talkdesk cloud contact centre platform, which includes more than 60 switch-on integrations such as speech-enabled interactive voice response (IVR), CRM, bots, call recording, workforce management applications and services. Ross Murray, CEO of Welltel, said: “This presents a huge opportunity for Welltel to lead with cutting-edge cloud technologies. We are already seeing a wave of automation, robotics, analytics and artificial intelligence emerging and, with Talkdesk as a key platform, we can deliver many of these applications to our customers right now. “We have been very impressed with the explosive global growth achieved by Talkdesk. It brings huge advantages to customers as a next generation ‘born-in-the-cloud’ contact solution that is perfectly positioned for the flexible omnichannel customer experience centre of the future. Customer organisations can easily transition from their traditional contact centres to this integrated, intuitive platform that is so easy to deploy.” Talkdesk CEO Tiago Paiva added: “Irish businesses have faced several challenges in the past year, and many have adapted to remote or more flexible working, so deploying a cloud-based contact centre will be essential to give them the ability to set themselves apart from their competition.” In June 2020, the Irish Contact Centre Managers Association forecast that 36% of contact centres would be investing in new models to facilitate hybrid home and office working. Mike Ridgway BrightCloud Cisco Webex accreditation BrightCloud Group, the contact centre and customer experience specialist, has become one of two UK companies to receive full Cisco Webex Experience Management (WxM) accreditation. This enables BrightCloud to integrate the WxM platform into contact centres so that businesses can collate and analyse data/feedback from every customer interaction whether in-store, in the call centre, on social media or via postcode surveys. Richard Hall, CTO of BrightCloud Group, said: “By integrating the WxM platform, businesses can scrutinise and change each touch point of a customer journey, predict the impact of these changes and, ultimately, ensure that their customer experience is delivering to the expectations of the customer. This is critical not only to help paint a picture of individuals’ requirements, but to also act as an indicator of how well a business is performing. ” Complete Voice and Data Solutions brings cheaper broadband to Staffordshire Business connectivity provider Complete Voice and Data Solutions is rolling out a single order generic ethernet access (SOGEA) fibre broadband solution across Staffordshire ahead of the ISDN shutdown. Because the solution doesn’t require a landline connection it is around 30% cheaper than current fibre to the cabinet (FTTC) set-ups, while also being quicker and easier to install and more reliable. Complete Voice and Data Solutions MD Mike Ridgway said: “SoGEA provides dependable connectivity of up to 80Mbps because it’s a single connection focused solely on broadband. This means businesses will be able to do more online, without the worry of buffering or interruptions. “As well as great download speeds and more cost-effective pricing, SoGEA will completely transform the way businesses connect and communicate both internally and externally, as it’s designed to make the most of innovative cloud-based systems.” He added: “As the deadline for the ISDN shutdown moves ever closer, businesses need to consider new ways to communicate effectively. Cloud-based systems have become a vital step in future-proofing business connections. Even though it uses the same framework at FTTC, SoGEA users will experience improved performance and reliability due to the consolidation of PSTN and internet connection. SoGEA is the best solution to support this change as it allows for high-speed broadband and seamless communication while eliminating unnecessary charges.” Proact and LogicMonitor partnership Proact IT Group, the data management specialist and global IT managed services provider, has signed a new partner agreement with LogicMonitor that will enable it to provide customers with enhanced monitoring services based on industry-leading AIOps (artificial intelligence for operations) toolsets. The ability to collect and consolidate critical performance and operational data insights will improve Proact’s support and proactive maintenance offering and help it to provide optimisation suggestions to improve customers’ performance and efficiency. Talkdesk CEO Tiago Paiva (on screen) pictured with Welltel CEO Ross Murray Babble acquires Sesui Another month, another acquisition by Babble. The fast growing UC, contact centre and cyber security provider’s fourth acquisition this year – and its eighth since 2020 – is Sesui, a CCaaS solutions specialist focusing on the travel and healthcare sectors, including the NHS. Babble’s aggressive buy and build strategy has increased Babble turnover to £35 million, 90% of which is recurring, with more than 15,000 cloud-based users, 24,000 mobile connections and 3,000 CCaaS supported agents. Richard Hall