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VOLUME 27NUMBER 6 June/July 2013telecomreseller.com 800 667-8965

T H E V O I C E O F U N I F I E D C O M M U N I C A T I O N S

A

N E T W O R K S • I P / I P - P B X • V O I P • S I P • S O F T W A R E • S E R V I C E • M A I N T E N A N C E

MEDAKPage 11

ROSENFELDPage 13

TITTOTOPage 12

BERNBOPage 21

COLWELLNext month

SCARDIGLIPage 7

HORAKPage 5

ITEXPOLas Vegas, NVAugust 26–29

tmcnd.com

CompTIA Channel ConOrlando, FLJuly 29–31

ACUTASt. Louis, MOOctober 6–9

acuta.org

INTEROP NYNew York, NYSept 30–Oct 4

interop.com

CIPTUG 2013

September 19-20ciptug.org

San Diego, CAOctober 14–15

cloudcommunica-tions.com

BYRDPage 17

RUFFINPage 23

STENGERPage 5

NEWSLYNC INSIDE WebRTC PAGE 26 DIGIUM PAGE 5

Patterson

Bednar

Smile! You just video-

called acontact center for support

By Pat Patterson, Avaya

In the past we have discussed the best of both clouds, how to select a managed service provider and Ava the avatar.

Another fast-growing trend is the incorpo-ration of video in almost all facets of our life. What about calling a vendor for sup-port and talking to the contact center agent via video conference?

If a picture is worth a thousand words, then what are moving images and audio commentary worth to day-to-day commu-nications or resolution of a technical sup-port issue? Psychologist Albert Mehrabian demonstrated that 93% of communica-tion is nonverbal while 3M Corporation

See PATTERSON, page 6

Questions resellers should ask customers

about integrated solutionsBy Ronald Bednar, Director, Solutions Technologies, Emerson Network Power

Your data center is critical to your business and must be able to sup-port evolving needs for availability

and efficiency. It can be accomplished with a foundation that includes an integrated solution infrastructure to simplify the cen-ter and create savings in the process. This is the third installment in a multi-part series to help resellers develop stronger relation-ships with customers and better understand their needs. The following Q&A can help achieve an integrated environment.

Do you need to expand capacity? An integrated infrastructure solution addresses IT needs without spending money to build more space. The offering should combine up to 10 data center racks with precision cooling, UPSs, power management, moni-toring and control technologies, and fire suppression – all in an enclosed system.

See BEDNAR, page 6

Easy to Communicate

TMTelecomResellerTelecomResellerstenger Horak

How new technologies will transform compliance recording

www.versadial.com • 877.723.4252 est. since 1994

Telecom Resellers. Increase Your Profits.www.Versadial.com/Reseller

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call recording made simple

Digium, Inc. is perhaps best known as the creator and primary developer of Asterisk, the industry’s first open

source telephony platform. Although it is virtually impossible to find reliable market share statistics, it is clear that open source telephony systems have grown consider-ably in popularity since Digium introduced Asterisk in 1999. Digium built on the suc-cess of Asterisk with the introduction of Switchvox in 2007. Switchvox is a turnkey Digium Appliance solution that includes a custom appliance, pre-installed Switchvox software and comes VoIP ready. Switchvox has been oriented towards the small busi-ness market, with Switchvox 65 supporting up to 30 users and 12 concurrent calls, Switchvox 305 up to 150 users and 45 con-current calls, and Switchvox 355 up to 400 users and 75 concurrent calls.

Digium introduces Switchvox 400 series for mid-size UC market

Digium has now released the Switchvox 400 Series aimed at the mid-size business market. Supporting up to 600 users in a sin-gle system, the 400 series includes a wide range of built-in Unified Communications features and provides more powerful pro-cessing capabilities in support of the more demanding applications characteristic of an enterprise-class environment.

The Switchvox 450 and Switchvox 470 appliances offer server-class architectures, significantly more memory, state of the art processors, enhanced RAID options and solid state drives (SSD). These enhance-ments allow Switchvox to more than dou-ble the number of concurrent calls sup-ported on the prior models. In addition to improved capacity and performance, the size of the appliances has been reduced

See HORAK, page 14

By Rainer Stenger, Sales Manager International, ASC telecom

Communications recording by finan-cial institutions, primarily to comply with government regulations, has

been transformed by technical progress. This article will reflect upon these changes and venture a look into the near future.

In the 90’s, the minimum requirement for financial institutions consisted of tam-per-proof voice recording. With the grow-ing economy, classic phone trader divi-sions focused on data redundancy and fast search-and-retrieval for any recording. Fail-safe and disaster recovery scenarios became buzz words.

With high-frequency trading times becom-ing prevalent in the new economy, the vol-ume of data generation required hardware and software environments to facilitate storage and playback of recorded calls with archiving

periods of 10 years or more. Subsequently, new laws and regulations such as BASEL or Sarbanes-Oxley addressed risk-based sce-narios and accentuated the importance of compliance voice recording.

Then with PCI DSS, a framework for dealing with financial transaction data was established for companies outside the financial sector such as B2C call centers, mandating additional technical and organi-zational requirements for voice recorders.

What are some future challenges? New regulations from the FSA or the Dodd-Frank Act clearly indicate the need for compliant multi-channel recording. While recording dealer endsets or trading turrets used to be sufficient, financial institutions must now capture mobile phone conver-sations, emails, chats and text messages.

See STENGER, page 14

June/July 2013 14 Telecom Reseller

As an Independent Distributor, A1 Teletronics, Inc. is not affi liated with the manufacturers of the products it sells except as expressly noted otherwise. Any and all trademark rights associated with the manufacturers’ names and products are owned by the respective manufacturers.As an Independent Distributor, A1 Teletronics, Inc. is not affi liated with the manufacturers of the products it sells except as expressly noted otherwise. Any and all trademark rights associated with the manufacturers’ names and products are owned by the respective manufacturers.As an Independent Distributor, A1 Teletronics, Inc. is not affi liated with the manufacturers of the products it sells except as expressly noted

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STENGERContinued from page 5

Moreover, the ever-increasing volume of data means official, supervisory and inter-nal company audits must validate transac-tions instantly. And in the future, existing and new technologies will play an impor-tant role in meeting this challenge:

Speech analytics and transcription will convert conversations into complete writ-ten texts, creating a homogeneous database for various customer channels such as chat, email and social media.

Intelligent text analysis of customer inter-actions will become key for the classification of contacts and serve as a tool to detect poor service or fraud. The improper use of an account will be identified by complex link-ages of words and phrases. Likewise, bind-ing queries about opt-ins or disclaimers will be easily recognized and verified.

Using desktop analysis, agents’ daily workflow and compliance with defined IT processes will be closely monitored. For example, if a particular transaction requires agents to access the company’s internal ERP or CRM systems, the analytical soft-ware will automatically check to see if the agent followed the defined process.

The use of these operational tools will be required by increasingly comprehensive regulations and laws. The technical solu-tions used will open new opportunities for companies.

With every contact, customers transmit valuable information. They deliver assess-ments of the company’s products or those of the competition and convey their per-ceptions of quality and corporate loyalty. This information can be captured, analyzed and processed with the tools described, providing essential knowledge for future decisions in product management and mar-keting. In addition, the processed data can used for training agents through quality monitoring and workforce optimization. All this added value will surpass the legal requirements for recording and empower financial institutions to explore new poten-tial and achieve ROI from the solution. %

HORAKContinued from page 5

by 46 percent, weight by 37 percent, and power consumption by 22 percent, produc-ing environmentally-friendly solutions.

According to Mark Amick, Director of Product Management, “Incorporating all of the award-winning features of Switchvox into two new appliances provides the solu-tions that our customers and channel part-ners have requested to address larger appli-cations at the best value for SMB business phone systems.” The Switchvox 400 Series systems are high performance, highly redundant, full-featured IP PBX business phone systems including a wide range of features such as Fixed Mobile Convergence (FMC), advanced IVR, integrated con-ferencing, call recording, voicemail with email integration, and faxing.

Switchvox 450 supports up to 500 users in a single platform at a price of $9,850.

Switchvox 470 supports up to 600 users in a single platform at a price of $12,975.

In addition to the on-premises systems,

Digium also offers Switchvox Cloud, a full featured cloud-based solution targeted small businesses with 30 or fewer users. Switchvox Cloud is a private cloud solu-tion with a dedicated software instance for greater security, more control, and increased call quality. As Switchbox Cloud runs exactly the same software as the prem-ises-based solutions, migration between the two modes is simple and painless.

A community of more than 80,000 devel-opers and users worldwide uses Asterisk to create VoIP communication solutions in more than 170 countries. Digium’s busi-ness communications products are sold through a worldwide network of more than 2,200 reseller partners. Digium provides a full range of professional services, includ-ing consulting, technical support and cus-tom software development. %For more visit digium.com.

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