62 2024 VISIONARY SPOTLIGHT AWARDS | CHANNELVISION Contact Center/CCaaS 8x8 8x8’s contact center offers a complete, extensible cloud solution to help organizations facilitate CX success and operational excellence. It is built on an available, reliable, flexible and integrated cloud contact center and UC platform, allowing businesses to maximize growth by encouraging mobility, agility and productivity. The 8x8 offering includes omnichannel routing for faster cross-channel customer connections, contact center analytics with customized performance metrics and workforce engagement management to promote team CX across channels. Plus, there’s the Microsoft-certified 8x8 Contact Center for Microsoft Teams. Broadvoice Broadvoice’s GoContact cloud-native contact center platform is designed for users – NOT IT. Its streamlined management interface is built to meet BPO feature and flexibility demand while being ideal for small and midmarket customers. An omnichannel platform, It leverages the cloud, containers and microservices to offer personalized, deployable options in a browser. There are no additional hardware or software requirements. GoContact has a single queue for calls, chat, email and social media, with no coding, scripting, training or certifications necessary. And, because the proprietary platform is owned and operated by Broadvoice, there are no licensing requirements. Plus, “surge licensing” lets customers temporarily scale to meet peak or seasonal demand and add bundled capabilities. Ooma 2600Hz, an Ooma company, expanded the functionality and flexibility of its Call Center offering, adding a callback option in queue creation, a default agent workspace experience for agents and a configurable call disposition field for annotations within Agent Workspace. There is also support for inbound CRM queries for Salesforce and HubSpot, an option for outbound dialing campaigns and features supporting call routing, caller intelligence, performance reports, queue creation and hold treatment creation. The 2600Hz Call Center is natively built on the Kazoo UC platform, and is backed by Kazoo’s multi-tenant architecture, with geo-redundancy and horizontal scalability. Plus, the service extends white-label options to level the playing field for service providers and resellers. Cloud Computing C3 Complete Recently, C3 Complete was introduced to a multi-location automotive company by one of its partners. There were challenges in migrating this infrastructure, as they relied on an outdated client/server design with personal computers, local file servers, domain controllers, and file replication, compounded by a series of acquisitions. In short, C3 analyzed these issues before designed a cloud-based solution to improve its networking (redundant VeloCloud SD-WAN devices, Fortinet Firewalls and dual carrier-diverse connectivity) and migrate its file and application services (C3 cloud services). This rendered network outages virtually nil, added remote desktop support, cut costs and improved security and compliance posture. iuvo iuvo’s Guardian infrastructure-as-code configuration management tool optimizes and secures Microsoft 365 environments. It leverages deep expertise in Microsoft technologies to reduce the manual overhead from maintaining secure, efficient Microsoft 365 operations. As a GitOps product operating within Azure DevOps, Guardian can manage customer-specific configurations and tools, providing detailed tracking and versioning of all changes from the base deployment. Plus, its proactive monitoring automatically aligns 365 settings with security and compliance needs. Cybersecurity Blackpoint Cyber Blackpoint Cyber takes a proactive approach to counter identity-based attacks, phishing campaigns and other cybercrime. Its Identity Response for Azure AD offers a cloud MDR for SSO that extends Blackpoint’s technology to the cloud, amplifying security within Microsoft environments by extending protection to third-party applications that are interconnected via Azure SSO. Generally speaking, Identity Response provides partners with improved visibility into vulnerabilities, increased knowledge of potential data exposure and context for audit procedures and damage assessment.
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