Unify Blog

By Paul Bender, Global Public Sector Marketing

 

Exploring OpenScape Xpert

As mentioned in my last blog, here is that shameless plug for our vision of what next generation emergency response should look like: It’s an intelligent multiline dispatching application that accelerates incident response and coordination on DoD posts, camps and stations. And, it’s named OpenScape Xpert.

OpenScape Xpert allows dispatch personnel to manage a virtually unlimited number of calls in parallel. They can disseminate the available intelligence from these calls to colleagues anywhere, at any time and on any device. Radio integration simplifies incident collaboration between on the ground services and other support organizations.

Emergency personnel, C2 controllers, mobile security forces and on-site commanders can communicate seamlessly via landline, mobile phone, land mobile radio, satellite communications, or other devices in secure and non-secure modes.

As an incident unfolds, a graphical display helps operators identify and prioritize incoming calls by importance, not sequence. Speed dialling connects them to key personnel in an instant – and should decision-makers be on another call, OpenScape Xpert allows operators to ‘barge in’ or join existing calls. And should it become necessary to notify a wider group of stakeholders or local populations, OpenScape Xpert can broadcast alerts and messages.

The operative interface, such a crucial element in speed and accuracy of call management, can be optimized for each individual dispatcher – whether they’re accessing OpenScape on a dedicated terminal in the EOC or on a standard off-the-shelf laptop in another remote

location.

Lines to first responders are kept open, audio and video conferences are instantly established, and all incoming calls are logged. No call goes unanswered. And conversations are monitored

and recorded.

A heritage of military service

OpenScape Xpert is designed to assure the faultless 24x7x365 operation required by emergency response communications. It’s underpinned by Unify’s carrier-grade switch to deliver 99.999% uptime – or less than six minutes of downtime during continual operation in any one year.

OpenScape Xpert builds on Unify’s communications leadership – its solutions already deployed at over 150 US Air Force and Air National Guard locations worldwide, with integrated solutions

the C2 standard for Pacific Air Force, Air Mobility Command, Air Combat Command, Air Force Space Command, US Air Force-Europe, and Air Force Reserve.

Contact center functionality, repurposed for post, camps and station dispatch, assures the swiftest possible response and gives emergency command center powerful new options to manage call volumes, integrate multiple media channels and to enhance collaboration through Unify’s leading unified communications portfolio.

And because OpenScape Xpert is built on a pure, standards-based IP architecture it will seamlessly integrate with existing command and control infrastructures and applications – minimizing communications latency, deployment and support requirements and eliminating costs throughout the system. It addresses federal agency operational and financial imperatives.

Offering the manageability, security, resiliency, and flexibility today’s command and control centers need, OpenScape Xpert is the logical choice for today’s transitioning emergency response teams.

Innovation at the heart of dispatch transformation

An effective response to on-post incidents of any size requires speed, information accuracy and seamless collaboration across your dispatch environment – three things legacy infrastructures often struggle to provide.

Transitioning to an IP-based dispatch platform offers armed services a way ahead – adding a wealth of capabilities to access, disseminate and action the intelligence flowing to and from the emergency. And it does so while addressing the high costs of existing solutions, providing

application development and integration opportunities, and by delivering the kind of information security and reporting demanded by federal authorities.

But for all that, the need to extract maximum value from existing dispatch infrastructures and to ensure high levels of integration and support remains. The answer is to innovate with new approaches and to integrate powerful new collaboration capabilities.

While there is no silver bullet to the challenges facing the DoD over the coming decades, fresh approaches to EOC dispatch offer real opportunities to dramatically enhance operational responsiveness, operator efficiency and incident communication and collaboration.

OpenScape Xpert offers a cost effective answer to these technical and operational challenges to support base response teams now and in the future. Moreover, Unify provides specialized

support services to help the armed services create a dispatch environment that directly addresses their specific challenges and strategic objectives.

Posted in Public Sector

May 17th saw around 100 of our UKI Partners gathered together at Edgbaston Cricket Ground for our annual Partner Discovery Day, hosted by Barry Tuffs.

Joined by both long term partners and some of our rising stars, Barry and his team delivered an event with rich messaging, launches, the UKI annual partner awards, a technology partner village and an appearance by Matthew Hoggard MBE.

Unify’s CMO Paul Cunningham commenced proceedings, before the UKI Sales Leadership Team took to the stage to demonstrate how things are changing – underpinning the strength of the  Unify ‘Channel First’ strategy.

Our own Zara Pasalar, owner of the Triple Play tool that has recently been in the UK trade press, shared exciting launches of tools available to Partners and was joined on stage by Jonathan Green, and the ‘launches’ continued into the afternoon with Owain Dobson featuring what is coming to Partners to drive difference and to drive different conversations.

Gregg Lindsay and Rob Keenan shared progress, updates and roadmaps around service and product, whilst Barry Tuffs shared how doing things differently is delivering results!

Matthew Hoggard MBE ‘owned’ the stage, bringing the event to a fantastic close, and staying to meet with our Partners

The day was littered with our Annual Partner Awards being presented by Unify Platinum Sponsors throughout the day. See the award winners here:Awards 2017

Lastly, a huge thanks to the event Sponsor/Technology Partners who provided much food for thought to our guests on how they might increase opportunities through new partnerships.

 

Event Sponsors: ASC, Oak Innovation, Jabra, Nimans, Plantronics,  ScanSource, SJS Solutions, Gamma,

Konftel, NVT Phybridge, Tiger Communications,

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Posted in Channel Updates, Events

The ransomware cyber-attack “Wannacry”  (named  also “Wannadecrytor” or “WCRY” ) continues its propagation and has impacted several thousands of systems across the world.  Your Unify and Atos teams have been fully mobilized for the last 72 hours and will continue until the end of this crisis.

If you have a Managed Service contract, you will be contacted by your service team regarding any specific actions we are taking to safeguard your environment; however we also strongly recommend that all customers apply great diligence in assessing and patching their Windows landscape.

Read more ›

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Posted in Channel Updates, Executive Blogs, Products, Unified Communications

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I was reading an article recently around remote working, and discovered that there is a ‘National Work from Home Day’ here in the UK – on Friday 19th May 2017. Now there are, to be fair, a few ‘national days’ of questionable origin which require an interest in pretty obscure activities,  but this one I can get onboard with.

According to the article I mentioned, an analysis of official figures by the TUC to mark National Work From Home Day talks about the sharp rise in people working from home – particularly in the decade from 2005 – 2015. So I did some digging!

The Office National Statistics website is full of facts… interesting facts – about work in the UK.  For example –  between September and November 2016 1,915,000 people were ‘officially’ classed as home workers in the UK (source).  This classification of homeworker differs a little from industry definitions of home working.

92.9% of UK citizens are still travelling to work regularly.  Consider for a moment just how much congestion that is causing on the roads and how overloaded our Public Transport system is. That is just the tip of the proverbial iceberg. Emissions, air quality, cost of running a vehicle, wear and tear on the roads, all taking their toll (pun intended !)…

Looking at my new favourite website (geek!) The Office of National Statistics publishes research around how we travel to work.  In 2015 a huge 69% of the total workforce commutes were by car, van, works van or minibus.. then another 1% for scooters.  That is a LOT of fuel, tax, servicing and environmental impact.

And the human element – well – let’s take a look at that!

How many people would work more effectively with an extra’s hour of sleep each day – just imagine just an extra half hour of not  commuting each day – and how you could shuffle activities around to reach the utopia of that, all too elusive, 8 hours sleep a night! Stress levels could fall, although sales of treatments to combat bags under eyes may suffer…

The TUC website (another new found source of fascinating information!) says that in 2014, people that normally work from home hit the 4,000,000 mark. This article goes on to talk about the benefits of home working to disabled, with this number being 650,000 at that time. Interestingly though, it anticipates the tailing off of home working as it has barely kept up with the rise in employment.

My plan for 19th May this year is to support ‘National Work from Home Day’ in true remote worker style.. In my home office, seamlessly delivering productivity to all internal and external customers exactly as I would if I had been in the office – but wearing slippers and having had that extra hour’s sleep.

Where will you be working?

 

*work from home classification:
(In your main job) do you work mainly…
1 in your own home,
2 in the same grounds or buildings as your home,
3 in different places using home as a base,
4 or somewhere quite separate from home?
 

 

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Posted in Mobile Working

Wetrophies are very excited to announce our first Unify GLOBAL Partner Awards, with our winners being announced in July at the Partner Conference in Monte Carlo.

Being a part of the wider Unify Partner Team, we would love for YOU to have your say as to who will be the worthy winners!

There will be 5 awards, 3 of which are open for nominations. Those that are open for nominations are:

– Distributor of the Year – as nominated by our Partners and by the Unify Channel Account Teams.

– Above & Beyond – up for nomination by you also!  Get those unsung heroes within our Partner Community (not internally at Unify) recognized for their dedication, passion, expertise.  Who is that star within your organization that always gives their all?

– Innovation award – as nominated by YOU and Unify teams, for being creative, selling a unique proposition or product set. Thinking outside of the box to deliver to the customer.

The other categories are:

– Rising Star – recognized by the Unify Teams.

– And finally, Partner of the Year that will be selected by Unify Management team and primarily based on year on year revenue growth and overall contribution.

Each award has criteria, that when submitting, the nomination is expected to meet and provide some fact base rationale.

How do I nominate someone?

To register your nominations all you have to do is click here and complete the short form!

Winners will be announced in Mid July, the close date for nominations being 23 June – when the nominations portal will close. No further nominations will be considered after this date. All nominations will be considered before a judging panel.  Judges decision is final.

Thanks so much for your participation, and Good Luck to all those being nominated!

 

Want to know more about the Unify Partner Program? Discover more here

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Posted in Channel Updates
Aaron is a marketing professional who works for  Unify mid-market partners  and communications specialists and DuoCall. He has previously worked with a number of businesses in order to increase their online prescience and outreach. “
Aaron Watts - Digital Marketing & PR Executive

 

There’s a common belief that call centre software is solely for call centres; that belief is wrong. There are many businesses who wouldn’t class themselves as call centres that would benefit hugely from implementing this kind of software.

Call Centre Software, or Customer Relationship Management Software, provides a variety of features that can help a business grow. Features such as queue management, tool integration and real time/historical reporting are just some of the tools that can give a business the platform to improve and progress.

Take a look at our three main benefits of implementing Call Centre Software:

Employee Efficiency and Productivity

Even if you’re not a call centre, managing your inbound calls as if you were can help to increase efficiency. Most businesses need to be able to provide support to their customers, which is where call centre software can really help. Staff are easily able to track and escalate any queries or faults meaning time isn’t spent unnecessarily liaising with other departments.

Better Customer Service

When your customers call you they more often than not need some help or have a question. With Call Centre Software you can ensure that your customer is quickly and efficiently directed to the correct department or person.

As well as routing calls, the software offers a platform for real-time information exchange between staff. This cuts out any potential waiting time for the customer if calls need to be transferred.

This paired with a business-quality phone system allows for seamless interaction between you and your customers. If you’re unsure about what phone system features would best suit your business, then check out DuoCall’s Unify Triple Play Platform.

Reporting – finding opportunities for improvement

Call Centre Software allows you to gather in-depth call reports and data. By doing this you’re able to not only monitor staff performance but also identify areas in which your customer service team can improve.

For example, if staff are taking excess time to answer calls, you know that this is something that needs to be improved. Similarly, if it’s taking too much time for inbound calls to be dealt with by support staff you may need to either upskill them or put new procedures in place when it comes to dealing with inbound calls.

It’s important to remember that Call Centre Software isn’t solely for businesses that operate a traditional ‘call centre’. The number of different features available can play a huge role in the development of staff, improvement in customer experience and overall growth of a business.

 

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Posted in Channel Updates