Voice Management

Amongst the booth demonstrations, an exciting car giveaway and a plethora of cool company giveaways on the exhibit floor, Telecom Reseller Week made its mark in the busy conference hall at ITEXPO (News - Alert) East 2012 in Miami, Fla., last week as well.

One company that was eager to take center stage during the event, which is designed to provide resellers and agents with a forum to learn about cutting edge solutions they can represent, was voice management solutions provider Tone Software (News - Alert). As ITEXPO kicked off its second full day last Thursday, Tone Software geared up for its session called “Business Opportunities for Partners – Managed Service Providers.”

“We talk to a lot of organizations around the world in reseller space, the MSPs, and what’s interesting about these organizations is they have very similar issues,” Amit Kapoor, director of Strategic Technology Advancement at Tone Software, said last week during his session. “Some organizations want to create a service offering or others have it and need to expand, but how do they expand? Regardless of the size of an organization, we get very similar issues.”

If you look at how a reseller or integrator’s business has evolved, you will notice that what started as a reseller selling a certain manufactured product has turned into a reseller adding voice, application monitoring and data center monitoring – or add on features – to products. Today’s reseller needs to account for the fact that we live in a converged world made of best-of-breed technologies and consumers want more from their products.

For Tone Software, the company is focused on putting everything together to provider whatever solutions are desired by clients.

“At the end of the day, one of the things we find is that clients are increasingly asking you to become that full service provider for them… and you want that,” Kapoor said. “You want your clients to ask for those capabilities form you because that creates a value relationship with you and your client.”

But what is that full service provider, Kapoor asked? The answer to that is a challenge because service providers nowadays are providing the ability to look at every aspect of the client environment whether it is data, voice, or other communications you want to provide to that client.

“When you bring this into your informational environment this creates a challenge,” Kapoor said. “Services have evolved over time and so too have your operations centers.”

“The complete solution is looking at your operations,” he added.

One of the main points that Kapoor touched upon was how Tone Software’s ReliaTel Solution maximizes service provider business opportunities and drives new revenue streams. ReliaTel offers MSPs a common solution that can be used across the entire client base; eliminates the need for multiple proprietary tools and closes the gaps between data-centric tools and voice only tools; integrates with existing OSS tools, ticketing, and NMS; and helps consolidate the “patchwork” of fragmented tools that drag down operational efficiency and jeopardize service level agreements.

ReliaTel also drives ongoing maintenance services by providing core fault, QoS, and SLA management and reporting across domains of voice, IT operations, and network infrastructure.