OneStream Networks

OneStream Networks gives your communications platforms a voice with Cloud Voice Hub

OneStream Networks is purpose-built for enterprise-grade cloud-based SIP trunking, SD-WAN, Cloud PBX and Contact Center Services. With OneStream Networks, customers enjoy seamless voice capabilities, from single-sites to multi-sites to multi- nationals, with the industry’s most extensive worldwide local phone number and service coverage. With OneStream, customers are at peace knowing that we provide Global PSTN and SIP trunking in 70+countries. The end result is ONE company, ONE service center and ONE invoice.

OneStream is Cisco Certified for UCM Cloud and Webex Calling with licensing and a Microsoft Teams Direct Routing Certified PSTN Partner. OneStream Networks’ Cloud Voice Hub is the industry’s first multi-platform integration network enabling seamless PSTN and on-net call routing across all platforms and that’s available in an unprecedented 70+countries. Even better – this multi-platform enables calling for Cisco, Microsoft, Genesys, Avaya, Zoom, and NICE inContact.

Supplier Contact Details

Supplier Representative: Andrew Ramos
Title: VP of Global Channel Sales
Email: aramos@onestreamnetworks.com
Telephone:+1 201-778-5020
Mobile: +1 917-376-2278
LinkedIn: https://www.linkedin.com/company/onestream-networks
Website: http://www.onestreamnetworks.com

My.186kloud Profile page.

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Macfarlane Telesystems Ltd

Where your conversations happen

Background & Experience -Working With Experts

Macfarlane has over 25 years’ experience of helping organisations communicate more effectively and productively with their customers. We have combined our contact centre experience and technical excellence to create Contact+, the most innovative and easy to use communications management platform on the market today.

With a full range of features and flexible pricing structure, Contact+ is the ideal choice for any organisation that performs customer service or sales functions. Its unique scalability means that it can bring functionality, usually only found in larger contact centre deployments, to much smaller businesses with a need to professionally manage their customer contacts.

Innovative Concepts – Conversation Management

Macfarlane have pioneered a unique and innovative concept called Conversation Management that they have implemented as an integral part of Contact+. Agents are presented with customer interactions in a single unified conversation thread allowing these to be managed more effectively, thereby improving the customer experience, increasing agent productivity and reducing costs.

Transforming the Customer Experience

Contact+ can significantly change the experience you deliver to your customers. Using its full omni-channel capability over voice, web, social media, email and SMS, Contact+ allows them to contact you however and whenever they wish. This ensures that you can effectively engage with customers whatever their communication preferences. Using its comprehensive integration capabilities with other business applications, Contact+ ensures that the right information can be presented to the agent at the right time.

Flexibility for Change – working environment, features and pricing

The Contact+ cloud-based service supports flexible working environments, allowing people to work more effectively wherever they are, be that in the office, at home or on the move. Contact+ ensures that as customer requirements grow and expand into other regions, the service can be easily scaled in-line with demand on a pay as you grow basis. Our pricing structure also allows for periodic or seasonal changes to your requirement without being subject to minimum payments.

Supplier Contact Details

Supplier Representative: William Gray
Title: CEO
Email: wgray@macfar.co.uk
Telephone:+442073141300
Mobile: +447961322725
LinkedIn: http://linkedin.com/in/wmcfgray
Website: http://www.mafar.co.uk

Case Studies

Centaur Media

About Centaur

Centaur Media PLC is a leading UK-based business information and media group that provides marketing and information solutions to buyers and sellers within several high value professional and commercial market communities. Its principal focus is on digital solutions, supported by a strong portfolio of events. It currently operates in 10 vertical market sectors and its core strategy is to lead selected market communities with a diversified yet complementary portfolio of market-leading content-based marketing brands, events and business-critical information and workflow solutions.

The Challenge

Centaur approached Macfarlane to empower its customer services team with technology. It wanted to get away from constantly ringing phones on desktops and provide tailored first-class customer service to subscribers and non-customers alike. At the time, it had no easily accessible method of obtaining call data and outcomes.

The Solution

Macfarlane provided Centaur Media PLC with the UK’s first software-based Contact Centre System. Amongst its many advanced features was a Management Information Statistics module that transformed Centaur’s reporting and intelligence around why people were calling and what then occurred within the organisation.

Following a successful implementation and bedding in period, the Macfarlane Contact+ system became a key part of Centaur’s customer contact strategy for customer service. Over time, the number of customer service agents grew and the breadth of services offered through the centre expanded.

A very close working relationship was built between the two companies with Macfarlane using its wide-ranging industry knowledge and experience to assist Centaur in building a robust and forward-looking customer contact plan. When Centaur moved to new offices, Macfarlane was able to assist and worked out-of-hours to help achieve this.

The Value

Macfarlane’s expertise, experience and technology has enabled Centaur to concentrate on providing excellent customer service and innovative features to its readership and event attendees.

The implementation of Macfarlane’s latest multi-channel customer contact centre system, Contact+, ensures that Centaur is able manage contacts well into the foreseeable future.

London Richmond of Richmond-upon-Thames

The Client

The London Borough of Richmond upon Thames is situated in South West London, England, Its vision is for Richmond to be the best and one of the safest boroughs in London, one identified by its green character, historic buildings, high quality appearance, vibrant high streets and outstanding schools and services. A place where businesses can thrive and citizens can help change neighbourhoods for the better, including supporting the most vulnerable of residents.

Macfarlane and Richmond

Since the opening of the Richmond Council customer service centre, the Council has focused heavily on service quality improvement. It introduced a number of new customer ‘touch points’ (including a telephone contact centre and self-serve transactions on the website), invested in new Macfarlane customer contact technology (as detailed below), intensively trained its customer service personnel across all service areas, and instigated a customer service plan, ‘Putting Our Customers First’. Macfarlane, involved from the outset, have continued to work closely with the Council to ensure that this far-reaching plan is delivered.

The Journey

The Macfarlane platform delivers an extensive and robust set of services including intelligent call handling with skills-based routing, management information, interactive voice response, computer telephony integration (CTI), call recording, quality monitoring, customer satisfaction survey, and support for home working.

The Macfarlane solution integrates closely with Richmond’s front line applications such as work-force management and the Council’s existing Lagan Enterprise Case Management software to ensure that all contact centre functions work together seamlessly.

The Benefits

The use of advanced contact centre technology has made a huge difference to improving customer satisfaction, advisor performance, call quality and first call resolution according to Dawn Cooper.

“It also gives us a lot more flexibility in the way we handle calls. It’s easy and fast to add new services to the Contact+ system (such as Highway Changes, and Integrated Switchboard,– while the automated Customer Satisfaction survey module enables us to measure improvements and gain valuable feedback from customers on an on-going basis. Overall, it means we can be a lot more responsive to customers.”

Northampton Borough Council

The Client

Northampton is world famous for the natural beauty of its landscape, and its strong and historic tradition of arts and crafts. Northampton Borough Council is the largest district council in England. It has won Customer Service Excellence awards as a result of improving customer choice, enhancing service levels and cut wastage.

The Council has:
 Increased the strategic scope of its customer contact strategy to incorporate additional methods of contact
 Extended the number of services delivered through its Customer Contact Centre
 Engaged with Macfarlane to assist with the implementation of its Customer Contact strategy with the Macfarlane system at its heart

An extensive range of over 50 Council services are now provided through the Contact Centre including: Housing Repairs, Housing Customer Services, Cleansing (waste, graffiti etc.), Complaints, ‘Councillor Contact Centre’, Environmental Health, Housing Needs, Tenancy Support, Council Tax, Benefits, Rent Income and switchboard answering for general enquires. These calls are serviced by 50 agents, handling around 6250 customer calls per week.

Macfarlane and Northampton Borough Council

Since 2006 when Macfarlane supplied the contact centre system to Northampton BC, they have worked together in partnership with the Council to provide a number of other services and systems.

These include a choice-based lettings (CBL) system for housing, Disaster Recovery (DR) consulting, integration to the Customer Relationship Management (CRM) system, increased number of agents and further council services.

Most recently Macfarlane has been engaged in a project to upgrade Northampton BC to provide them with the capability to handle multimedia conversations via web-forms and instant messaging as well as voice.

The Journey

Throughout the relationship, Macfarlane have worked with the Council to understand their needs and translate these into solutions that add measurable value and efficiency.

In discussions on the future of the Council’s customer contact strategy, Macfarlane articulated the benefits of increased channels of contact which would enable the broadening of access to the council’s services and staff.

The Council saw the value of the proposition and based on Macfarlane’s strong partnership approach and excellent working relationship, entrusted them to translate the requirements into deliverables and outcomes.

The Benefits

Northampton Borough Council are able to provide its customers with multiple methods of contact based on their location, time of day and preferred device (phone, mobile, PC, tablet, laptop).
This broadens the scope and reach of the council, ensuring that accessibility to its services is widened and that contact with the organisation is focused, efficient, and of high quality.
Macfarlane looks forward to continuing to work with the council on further phases of its Customer Contact Strategy with the introduction of multi-channel capability with Contact+.

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SCB Global

Workplace Transformation for the dynamic workforce with Microsoft Teams

SCB Global are at the forefront of Comms 4.0, delivering workplace transformation for the dynamic workforce for the everywhere enterprise.

A unique single vendor approach is allowing SCB Global to break through silos in collaboration and communication and deliver a simple single pane of glass experience.

With industry leading OPTO portfolio of solutions that reside natively inside Microsoft Teams and Azure global POPs, Including:

OPTO4Teams- Industry leading direct routing with enhanced features
OPTO4Contact- Innovative Omni channel contact center
OPTO4Edge- SD WAN
OPTOshield- Advanced reporting and compliance

SCB Global have been at the forefront of delivering solutions natively integrated into Microsoft Teams . With 17 years+ telco experience and 11+ years of delivering Microsoft voice solutions, SCB Global have over 400,000 monthly active OPTO4Teams users. Comms 4.0 has brought around the next generation of communication that for the first time goes beyond voice and SCB Global are at the forefront with innovative solutions delivered with unparalleled knowledge and expertise. SCB Global also have the most extensive global coverage with 50 countries with full stack including many hard to reach countries. We know that many enterprises require so much more than an out of the box solution and our cutting-edge technology is helping enterprises around the world bring workplace transformation for the dynamic workforce

Supplier Contact Details

Supplier Representative: Shams Khan
Title: Principal Solutions Consultant
Email: skhan@scb-global.com
Telephone:02081068585
Mobile: 07512587999
LinkedIn: https://www.linkedin.com/in/mshamskhan/
Website: http://www.scb-global.com

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Dialpad

#WorkFromAnywhere

Dialpad is the leading cloud communications platform for AI-powered calling, conferencing and contact centers.

Dialpad’s proprietary, real-time Artificial Intelligence engine, Voice Intelligence (Vi™), helps businesses make smarter decisions by giving real-time insights on every call.

Built on the Google Cloud Platform for unmatched security and reliability, Dialpad is easy to deploy, integrate and scale.

Today, more than 70,000 of the world’s most innovative businesses use Dialpad and its seamless integrations with Google Workspace, Hubspot, Microsoft Office 365, Salesforce, Zendesk and others to allow every user to be more productive.

Customers include T-Mobile, Twitter, WeWork, Uber, Stripe, Netflix, Motorola Solutions, Splunk and Domo. Dialpad is backed by the world’s leading investors including Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, OMERS Growth Equity, Salesforce Ventures, Scale Ventures, Section 32, SoftBank Corp., T-Mobile Ventures and Work-Bench. Headquartered in the United States, Dialpad has offices in Australia/New Zealand, Brazil, Canada, India, Japan and the UK.

Dialpad’s license offering comprises of 4 separate services; Dialpad Talk the main UCaaS license, Uber Conference for conferencing, and then more complex sell and contact centre licenses (for support and sales led members). Dialpad is one of the only platforms to offer both UC and contact centre license on the one platform. Having deployed in over 70 countries, our licenses come inclusive of US/Canada minutes as well as your local country minutes due to our global tier 1 data centres and relationships with local carriers. Dialpad was founded in 2010 (even created after the iPhone!) so through our split-cloud architecture and the of Voice AI (offering features such as speech to text translation, real-time coaching, deeper analytics) it is an easy, scalable solution for the future of cloud telephony.

Supplier Contact Details

Supplier Representative: Josh Hegarty
Title: Regional Channel Manager
Email: josh.hegarty@dialpad.com
Telephone:07913347536
Mobile: 07913347536
LinkedIn: https://www.linkedin.com/company/dialpad/mycompany/
Website: https://www.dialpad.com/uk/

Case Studies

Housing Associations (Microsoft) – Almond Housing, Cobalt, South Liverpool Homes

All associations above were a migration from on-premise systems to the cloud based. The need to be able to work remotely was the main cause for move.
Integrations with Microsoft were key here (OP365, SSO, Teams). They were not important from day 1 but wanted these built into their roadmap moving forwards which we could cater for.
Contact Centre (CC) and UC on the same platform was more important than having Teams integration for their UC. Each deployment had approximately 15% CC seats.
Voice intelligence within the CC was well received in the demo stage, and from this the enhanced level of reporting and analytics.

Kingdom Housing (G-suite)

Using 8×8 but with their move to Chromebooks they needed a solution that had full functionality in the browser, and Dialpad being based on the Google Cloud Platform has native integrations into the google ecosystem (SSO, G-suite, directory sync & integrated apps).
Once again the single platform for CC and UC was a key driver.
Kingdom Housing was approximately 250 users (30 CC).

Market Star

MarketStar is a global sales and marketing outsourcing company providing sales solutions for the world’s leading and emerging companies such as Pinterest, Dropbox, and Samsung. With over 30 years of proven success, MarketStar is a true leader in revenue acceleration and has over 1,400 employees in global offices.

Challenges:
1. Inefficiencies: Reps manually dialling numbers, leaving the same voicemail repeatedly, and tracking their own call efficacy.
2. Flexibility: Previous phone system was just a desk phone with no integrations or analytics; reps were often using their personal phones.
3. Data: Lack of call visibility meant difficulty measuring success and gathering best practices.

Why Dialpad:
1. Integration with Salesforce and Outreach works in unison to increase efficiencies and create a powerful selling environment.
2. Sales leaders can now identify successful calls to pull data, analyse transcripts, and train the team using the best practices.
3. Voicemail Drop saves time by allowing reps to drop off a call and play their best pre-recorded message, allowing them to move on to their next call.
4. Sales reps have all the information at their fingertips with Real-Time Assist, which acts as a battlecard that pops up based on trigger words.
5. Call recording and transcripts gives reps the ability to get up to speed and better prepare for their next call.

Results:
1. Went from 25% call recording to 100% call recording.
2. Complete sales tech stack with Salesforce and Outreach integrations gives the team the right tools for the most effective phone call.
3. Insights into team performance, best practices, and call metrics.
4. Reps are spending more time talking to customers and less time dialling, leaving voicemails, and manually logging activity.
5. Insights into team performance, best practices, and call metrics.
6. Increase in responses with the ability to text directly from the Dialpad app.

Promotion

Current Salesperson Incentives

4X MRR on 24month contracts
6XMRR on 36month contracts
7XMRR on 36month contracts for CC licenses

Partner Licenses

Utilise free Dialpad licenses (up to 10) whilst partnering with Dialpad

10 Free Users

Similarly for customers signing multi-year deals we can offer 10 free users.

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LogMeIn

Do your best work. From anywhere

From single products to complete solutions, companies of every size trust LogMeIn to power remote work.

LogMeIn’s category-defining products unlock the potential of the modern workforce by making it possible for millions of people and businesses around the globe to do their best work simply and securely—on any device, from any location and at any time.

A pioneer in remote work technology and a driving force behind today’s work-from-anywhere movement, LogMeIn has become one of the world’s largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.3 billion in annual revenue and approximately 2 million customers worldwide who use its software as an essential part of their daily lives.

Supplier Contact Details

Supplier Representative: Will Richards
Title: Channel Manager, United Kingdom & Ireland
Email: will.richards@logmein.com
Telephone:+44 207 190 2627
Mobile: +35 389 600 5472

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