TelNet Worldwide

Customer Spotlight: Greystone Financial Group

Jerry Fraeyman — Thu, 21 Nov 2024 15:57:51 +0000

Located in Bloomfield Hills, MI, Greystone Financial Group (“Greystone”), founded in 1994, has grown from its humble beginnings to become a robust financial services firm managing over $1.1 billion in assets as of September 30, 2024.

Led by Todd Moss and Kristie Guadiano, Greystone provides comprehensive financial planning services, working with both individual clients and corporations across the country. With its commitment to a “family-like” approach, the firm prides itself on fostering long-term relationships, some spanning four generations.

Over the years, Greystone has cultivated a reputation for excellence, thanks to its personalized service and commitment to acting as fiduciaries for its clients. However, as their business expanded, it became evident that reliable technology was essential to maintaining their high standards of client care.

This is where TelNet Worldwide, a leader in telecommunications solutions, entered the picture, transforming how Greystone operates and enhances its connectivity with clients.

worth knowing

Greystone’s Longevity and Growth: Greystone Financial manages over $1.1 billion in assets and builds multi-generational client wealth.
Partnership with TelNet: Greystone’s relationship with TelNet includes being a TelNet customer as well as managing TWW’s 401(k) plans.
Unified Communications: TelNet’s solutions enable Greystone to communicate seamlessly across multiple locations.
Improved Client Experience: TelNet’s tools enhance Greystone’s commitment to personalized service.
Responsive Support: Greystone likes TelNet’s direct, hands-on customer support.

The Partnership Between Greystone Financial and TelNet Worldwide

The relationship between Greystone and TelNet Worldwide began in a unique way. Initially, Greystone was brought in as an advisor for TelNet’s 401(k) plans. Greystone’s experience in managing corporate retirement plans made them a natural fit for TelNet’s needs, and collaboration quickly solidified.

Over time, the relationship evolved. Greystone became a client of TelNet, seeking their telecom services to improve their internal and external communication systems.

“We started with TelNet as our client first,” explains Kristie Guadiano, a partner at Greystone. “Our accountant referred us when TelNet needed 401(k) help. A few years later, we became a TelNet client when we needed a new phone system and integration.”

TelNet provides Greystone with a modern, streamlined communication system, which has been instrumental in enabling the financial firm to maintain seamless connectivity with its clients and employees, regardless of location.

“TelNet isn’t just a faceless partner. We can call directly if we need something. That kind of relationship is so important for us.”

Kristie Guadiano

GFG Senior Partner

Empowering Business Communications

Before TelNet, Greystone operated with a more fragmented and less efficient phone system. When the firm realized the need for a reliable, integrated communications platform, TelNet stepped in with a comprehensive solution.

One of the standout features of TelNet’s service is the Unified Communications with Webex application, which Greystone adopted for both desktop and mobile use.

The introduction of TelNet’s unified communications allowed Greystone’s employees to easily connect with each other and clients, whether in the office, at home, or in remote locations.

As Guadiano notes, “For us, it makes the ability to work from home and be out of the office very easy with the connectivity on your cell phone.”

This flexibility has proven to be essential for Greystone, which operates from four locations: its headquarters in Bloomfield Hills, Michigan, as well as offices in Houston, Santa Monica, and Virginia Beach. Employees can now answer calls and manage tasks seamlessly across offices or from their homes, providing consistent and responsive service to clients.

Benefits of Working with TelNet

TelNet’s impact on Greystone’s day-to-day operations has been significant. With features like call transfer integration on mobile devices and Webex’s visibility options, employees can see when colleagues are on the phone and avoid unnecessary disruptions.

“Little things like that make things seamless,” says Lori Vernier, Greystone’s Business Operations Manager.

Additionally, the ability to offer a consistent client experience, regardless of where employees are located, has become a key advantage. Greystone has always emphasized its personal connection with clients, and TelNet’s technology supports this by helping to ensure that communication is always accessible and reliable.

For a firm that handles critical financial planning for both individuals and corporations, including managing corporate retirement plans, pension plans, and profit-sharing plans, uninterrupted and clear communication is non-negotiable.

Greystone’s corporate clients, like TelNet, rely on their knowledge in managing financial services, while individual clients depend on the personal relationships they’ve built with their advisors over decades.

“Clients depend on us to pick that phone up when they need something,” Moss emphasizes. “We have to have that phone because it’s an important tool to communicate with clients.”

How TelNet Supports Client-Centric Financial Service Firms

One of the most critical elements that sets Greystone apart from other financial service firms is its focus on long-term relationships and individualized service.

“We don’t look at a client as just a client. We look at them as friends and family,” said Moss. This philosophy extends beyond simply offering financial services. It’s about creating multi-generational relationships and providing personalized service to each client.

TelNet Worldwide enhances Greystone’s ability to fulfill this mission by offering responsive, hands-on telecom support. Unlike large providers that may rely on impersonal numbers, TelNet offers direct access to account managers and quick turnaround times for technical support.

“TelNet isn’t just a faceless company,” Guadiano remarked. “We can call directly if we need something. That relationship is so important for us.”

TelNet’s attention to customer care and responsiveness has been a game changer for Greystone. From troubleshooting technical issues to offering guidance on telecom settings, TelNet’s support team is always available to assist.

“Being able to just pick up the phone and call TelNet and get a tech to help me that same day is very beneficial,” Vernier added. “TelNet is very user-friendly and customer focused.”

The Importance of People-First Communication

As Greystone Financial continues to grow, its partnership with TelNet remains a cornerstone. The telecommunications solutions provided by TelNet help to ensure Greystone continues to offer high-touch, personalized service to its clients.

If you are a financial service provider looking for telecommunication solutions that put your clients first, consider TelNet Worldwide.

Disclosures: Greystone Financial Group, LLC is an investment adviser registered with the Securities and Exchange Commission. TelNet is a current client and vendor of Greystone.

TelNet Launches Cellular POTS Service

Jerry Fraeyman — Tue, 19 Nov 2024 15:41:45 +0000

TelNet Worldwide is excited to announce the launch of our Cellular POTS (Plain Old Telephone Service) Replacement solution. This innovative service provides a reliable, all-in-one alternative to traditional POTS lines, supporting essential services such as elevators, fire alarms, fax machines, and emergency systems.

As the infrastructure supporting traditional POTS lines is phased out, TelNet’s Cellular POTS solution ensures continuity and reliability for businesses and facilities that rely on these critical connections.

Traditional POTS lines, which have historically been powered independently of external electricity, are increasingly expensive and subject to failure as the copper networks age.

In contrast, TelNet’s Cellular POTS solution leverages 5G cellular connectivity with a dual-SIM card system, ensuring redundancy and reliability even in adverse conditions.

Key Features of TelNet Cellular POTS

Key features of TelNet’s Cellular POTS solution include:

Cellular Connectivity: This cellular based solution eliminates the need for physical landlines. TelNet’s product can provide up to 16 lines from a single, compact box.
Battery Backup: Designed for resilience, the solution includes a battery backup that can maintain service for up to 48 hours during power outages.
Enhanced Reliability: The dual active/active SIM setup provides a built-in failover mechanism, securing service even when one cellular provider experiences issues.
Future-Proof Solution: As copper-based POTS lines become obsolete, Cellular POTS offers a forward-looking alternative that meets modern business needs.

Click here to see all the details of TelNet Celluar POTS.

Challenges Solved by TelNet Cellular POTS

“We understand the unique challenges businesses face as POTS lines are phased out, especially in sectors where dependable communication is critical,” says Sam Price, Product Director at TelNet. “Our Cellular POTS solution addresses these concerns by providing an affordable, flexible, and reliable service that businesses can trust.”

The Cellular POTS service from TelNet is ideal for organizations seeking to safeguard essential systems against the vulnerabilities of outdated technology. From point-of-sale systems to life-safety communications, the solution covers a broad range of needs with flexibility and ease.

Click here to learn more about TelNet Cellular POTS or download this informative flyer.

To replace your copper-based systems with more reliable Cellular POTS, get in touch with a TelNet representative today or call 800-974-4800.

SMS Business Text Messaging Made Easy

Jerry Fraeyman — Fri, 01 Nov 2024 02:08:20 +0000

If you are like me and almost everyone else, you’ve been personally texting for years now. Text messages are fast, easy, effective, and unobtrusive. Many businesses, however, haven’t yet started using text messages for their business communications. Why? Is it because they think text messaging is inappropriate? Or difficult to implement? Or it might turn off customers?

Is it professional to send text messages for business?

Businesses that hold those old-fashioned notions about business text messaging services may want to rethink them. Text messages help you improve customer engagement by meeting customers where they are and how they want to be contacted.

Universal Format – 97% of Americans have a phone that can receive text messages.¹
Preferred by Customers – 70% of consumers opted to receive text messages from businesses in 2022.²
Used By The Majority Of Businesses – Over 50% of businesses use SMS messages to communicate with their customers. In 2022, text messaging for businesses grew by 27%.³
Improved Responses – SMS text messages have a 98% open rate when used for business communication.⁴

While many enterprise-level companies have been using business texting services for a while, small businesses have been slower to adopt the use of SMS messages for customer relationships.

This article explains why SMS should be part of every company’s communications suite and how SMS business texting from TelNet makes it easy for businesses to start using text messages for their business communications quickly, easily, and securely

Real-life SMS Business Text Messaging Service Benefits

How can businesses benefit from texting?

Here’s one example from my own life. My wife takes her vehicle to the local dealership for oil changes and other regular maintenance. She has given the dealership permission to text her with reminders. Sure enough, every 5,000 miles, she gets a text message letting her know she is due for an oil change. Right on cue, she makes an appointment. She also takes her vehicle in for tire rotations and other dealership recommendations when prompted via text.

Contrast that with me. I do not use the dealership for service. I use a local independent repair shop. I love them. But they are old school. They do not use an SMS messaging service. Because I do not get regular reminders, I do not take my vehicle in for oil changes or other service as frequently as my wife.

The benefits business texting provides to the dealership in this scenario are obvious. The dealership generates more repeat business from my wife than my non-texting local mechanic does from me. The difference adds up, even if it’s just one additional oil change per year.

Multiply that small revenue increase by the total number of customers the dealership has, and the minor investment in texting makes a big impact on the bottom line.

SMS Messages for Business from TelNet

To help businesses take advantage of the power of texting, TelNet has introduced a new SMS module to our Webex platform. Our SMS text messaging enables businesses to communicate with their customers and partners.

TelNet’s SMS Business Text product provides the phone system integration and simplicity that system administrators need. Users can send and receive text messages from the same telephone numbers they make and take phone calls from.

Our SMS product uses the same credentials as our Webex users. End users will access the SMS app right within their Webex account. It is an optional add-on to our Meetings and Premium Meetings seat types.

For those concerned with compliance and security, our SMS texting complies with The Campaign Registry (TCR), which is an entity created by mobile network operators to make business SMS messaging more secure and trustworthy. It is also supported by one of the largest SMS API providers in the world, Bandwidth.com.

TelNet Worldwide SMS Business Texting Features and Benefits

Our SMS business texting offers the following capabilities:

1-to-1 SMS
Group messaging
Send/receive photos (MMS messages)

The benefits of SMS business texting include:

Unifying your communications by adding SMS to your existing business numbers
Improving response rates
Giving customers the flexibility to respond without hold times
Improving customer engagement and customer experience with appointment reminders, confirmations, support answers, and more

What can you do with SMS message services? The uses cases are many:

Reminder Texts: Businesses like dentist or doctor’s offices can send messages for appointment reminders
Customer Service Texts: Businesses text customers about their accounts. Examples include:
- Car dealerships can send service reminders
- Pharmacies can notify patients of prescription refills
- Accountants can inform their customers when tax returns are ready to be filed
- Billing alerts or past due messages
- Customer support responses
Marketing Text Messages: Businesses of any kind can use SMS messages to advertise discounts or promotions. Examples include:
- Early access for existing customers to discounts
- Promotions for new customers
- Customer feedback
Customer Experience Texts: Companies can keep customers updated on the progress of their accounts. Examples include:
- Updates on loyalty reward programs
- Shipping updates or service timeline updates
- Updates on unexpected closures, disruptions, or changes in business hours
- Thank you messages

Take Advantage of Text Message Marketing Opportunities from TelNet

TelNet SMS works with our Cloud PBX/unified communication products. It integrates with meeting and premium meeting seat types.

If you are a TelNet customer interested in taking advantage of SMS business texting services, contact your TelNet customer service rep today. If you are not a TelNet customer and want to get in on SMS business texting, contact our sales team today for a free quote.

References:

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Managed Service Providers Association of America (MSPAA) Welcomes TelNet Worldwide as an Endorsed Partner

Jerry Fraeyman — Thu, 27 Jun 2024 15:39:05 +0000

[Southfield, MI] – TelNet Worldwide (TelNet) is proud to announce our new status as an endorsed partner of the Managed Service Providers Association of America (MSPAA). As part of this respected partnership, TelNet will serve as the leading provider of cloud communication services for MSPAA members across the nation.

The collaboration signifies a major step for both organizations. TelNet’s innovative voice solutions and expertise will now be available to a broader audience through the MSPAA’s extensive network of managed service providers.

TelNet is a technology ally dedicated to empowering MSPs with the leadership and know-how to ensure optimal solutions for the businesses they serve. With a robust portfolio of voice, data, and managed services, TelNet is equipped to meet the diverse needs of Managed IT Service providers, empowering them to deliver enhanced value to their customers.

“TelNet is thrilled to partner with the MSPAA and empower its members with the most in-demand communication services for businesses,” says Mark Iannuzzi, President of TelNet Worldwide. “This partnership aligns perfectly with our commitment to delivering exceptional communication solutions and support to managed service providers. We look forward to working closely with the MSPAA and its members to enhance their offerings and drive mutual growth.”

The MSPAA is a prominent national association dedicated to supporting managed service providers with resources, networking opportunities, and industry insights. By partnering with TelNet, the MSPAA aims to provide its members with access to an array of voice resources, enhancing their ability to offer comprehensive and competitive solutions to the MSP channel.

“Partnering with TelNet Worldwide in the constantly evolving telecom industry gives MSPs an edge in providing customized solutions to their clients,” says Dave Jooste, President of the MSPAA. “TelNet’s expertise and dedication to customer service makes them an invaluable addition to our member resources.”

About TelNet Worldwide

TelNet Worldwide connects businesses to their customers, simply and affordably, with the most proven cloud technology in the industry. We are a leading provider of telecommunication services, including voice, data, and managed services. With a commitment to innovation, reliability, and exceptional customer care, TelNet delivers solutions that empower businesses to communicate effectively. For more information, visit www.telnetww.com

About the Managed Service Providers Association of America (MSPAA)

The Managed Service Providers Association of America (MSPAA) is a professional organization dedicated to supporting the growth and development of managed service providers across the United States. The MSPAA provides its members with access to valuable resources, networking opportunities, and public awareness to enhance the reputation of Managed services in the United States. To learn more, visit www.mspaa.net

Team TelNet Spotlight: Julia Dolce

Jerry Fraeyman — Wed, 22 May 2024 13:51:43 +0000

An Analytical Mind and a Passion for Skating

In the bustling world of telecommunications, data is king. At the heart of TelNet Worldwide’s data-driven decision-making is Julia Dolce, a Data Analyst whose work is pivotal in steering the company towards efficiency and reliability.

Julia is also an accomplished national champion figure skater. Discover how she combines her passion for facts and her passion for figures (as in figure skating) to stay inspired.

A Day in the Life of a Data Analyst

Julia’s day-to-day responsibilities are as intricate as they are essential. She manages and processes both internal and external commissions, ensuring that every figure is accurate to the last decimal. Her comprehensive analysis of commission data and reports is not just about crunching numbers; it’s about painting a picture of the company’s financial health and forecasting future trends.

Beyond analysis, Julia also plays a crucial role in acquiring and displaying data for reporting purposes, making information accessible and understandable for stakeholders.

The Customer’s Champion

At the core of Julia’s work ethic is a commitment to the customer. She diligently ensures that payments are made on time and with pinpoint accuracy. When discrepancies arise, Julia is there to answer questions, conduct audits, and resolve concerns swiftly. Her efforts are a testament to TelNet’s dedication to maintaining trust and credibility with its clientele.

Team Triumphs and Personal Pride

Under Julia’s analytical guidance, her team has celebrated significant milestones. They’ve successfully implemented price changes on products and reduced the review period for monthly commissions, leading to greater consistency and predictability. For Julia, the best part of her job is the camaraderie and talent within her team. The blend of hard work and friendly collaboration makes every achievement that much more rewarding.

Challenges and Growth

Despite the joys, Julia’s role comes with its challenges. Notably, she finds it difficult when she can’t see a problem through to resolution due to the nature of her position. Yet, this challenge fuels her drive to improve and innovate within her analytical domain.

Julia’s Journey to TelNet

Julia’s path to TelNet was paved with curiosity and ambition. Open to exploring various industries, she sought a challenge in an unfamiliar field. With degrees in Mathematics and Business, she aimed for a position that would allow her to indulge her love for both disciplines. Julia was drawn to TelNet’s values and vision. The amiable work environment and company culture at TelNet resonate deeply with Julia. She cherishes the supportive atmosphere, where hard work is balanced with genuine support from colleagues.

New Systems, New Achievements

Julia’s proudest moment at TelNet was the transition to a new commissions system. It was a period of growth and learning, where she made critical decisions and embraced the unfamiliar with open arms.

Life Beyond Numbers

Julia’s life outside of TelNet is as rich and varied as her professional endeavors. Growing up in Downers Grove, Illinois, she moved to Michigan to attend Adrian College and now resides in Livonia, to be close to her fiancé, Mitch, who is attending dental school. Julia is the eldest of four sisters, with two still in Illinois and one in Pennsylvania. Her family remains an important part of her life, and she cherishes the time spent with them.

Beyond her professional and athletic pursuits, Julia has a variety of other interests. She enjoys singing, dancing, painting, and has recently taken up golf. A lover of card games, she always carries a deck of cards and enjoys playing euchre with friends and family.

A Passion for Synchronized Skating

Julia’s real passion is synchronized figure skating, a sport she has been involved in for nearly 20 years.

Her journey began when a coach noticed her skating potential and invited her to join a synchronized skating team. Julia quickly fell in love with the sport and has achieved noteworthy success, including a national title, along with multiple national and international medals.

“I love skating not only for the fun programs and competitive nature of the sport but for the feeling of being home no matter where I am. Every rink I step foot in never fails to bring me peace and ease,” she says.

Julia has represented Team USA for five years, competing in Great Britain, France, Italy, Croatia, Switzerland, and Austria.

“One of my proudest moments in life was being a part of the inaugural season for the division I competed in last year, Senior Elite 12 in synchronized skating. This division was created and competed internationally with the hopes of eventually achieving Olympic inclusion for the sport.

“I am so proud to have been a part of a historical season and hope one day in my lifetime I can watch synchronized skating in the Olympics.”

We can’t wait to watch, either.

Customer Spotlight: Michigan Insurance and Financial Services

Jerry Fraeyman — Fri, 08 Mar 2024 13:39:41 +0000

MIAFS Soars to High-Flying Success

Bryan Ede is the visionary founder of Michigan Insurance and Financial Services (MIAFS). From its inception in 2010, Bryan has steered the firm to remarkable heights, creating one of the largest independent insurance agencies in Michigan and across the Midwest.

In this TelNet Worldwide Customer Spotlight, we share Bryan’s journey, his approach to customer satisfaction and growth, his hobbies and passions, and how the long-standing relationship with TelNet Worldwide has helped MIAFS succeed.

Key Takeaways

Bryan Ede has led Michigan Insurance and Financial Services (MIAFS) to become one of the largest independent insurance agencies in Michigan and the Midwest.
MIAFS boasts an impressive 93% customer retention rate, emphasizing their commitment to exceptional customer service.
Bryan’s passion for flying extends to supporting animal rescue efforts by transporting rescued animals.
MIAFS’s partnership with TelNet Worldwide has provided them with flexible VoIP solutions, streamlined communication tools, and seamless connectivity across multiple locations.

Becoming an Insurance Industry Leader

Bryan has always had a passion to help. He is a former Detroit police officer who ventured into the insurance industry after leaving the police force.

He began his insurance career as an agent at Allstate. After four years, his drive and leadership skills led him to found Michigan Insurance and Financial Services (MIAFS) in Utica, Michigan, starting in 2010 with just four employees.

Fast forward to the present and MIAFS has grown exponentially, now boasting more than 70 employees who serve 20,000 households across Michigan.

“We’re one of the larger insurance firms in the state,” Bryan says proudly. “We specialize in property casualty insurance with a focus on personal lines — auto, home, that kind of stuff. We focus on helping those who help – police officers, firefighters, teachers.”

Growing Through Customer Satisfaction

MIAFS’s growth is impressive. More impressive is the agency’s outstanding customer satisfaction rating, boasting an impressive 93% customer retention rate. Bryan says that kind of loyalty is a testament to MIAFS’s commitment to customer service.

“We have some of the best people in the industry,” Byan says. “We are crushing it new business wise and retention wise. We’ve got a good synergy here. People like working with us. We’re easy to do business with from a customer standpoint. We pride ourselves on providing great service.”

One of the people Bryan cites specifically for MIAFS’s growth is VP Mick McNeil, who joined MIAFS in 2015 after a successful career at Safeco Liberty.

“Since Mick joined us, we’ve scaled four times in size,” says Bryan.

Passions for Flying, Animal Rescue and Giving Back

Away from work, Bryan enjoys flying airplanes. He is an experienced pilot.

His passion for flying started in the police force. “I was training to be on the police aviation team, flying helicopters. I loved it. The department sold the helicopters and disbanded aviation, so I stopped working toward my pilot’s license. But I started up again in 2013 and earned my license in 2016. To date, I’ve got approximately 500 hours of flight time,” he says.

He owns a Piper Cherokee 6 that he pilots for recreation, business and charity. Business-wise, he uses his flying skills to visit MIAFS locations across the Midwest.

He also flies to support his passion for animal rescue. “I fly rescued animals around the Great Lakes area,” he explains. “I fly them either to their new home or pick them up from a bad situation.” The Dachshund Haus Rescue is an organization he regularly helps, as shown in this video.

How TelNet Worldwide Helps MIAFS Succeed

The relationship between MIAFS and TelNet Worldwide goes back to 2007. TelNet product manager Gary Ameye brought the two organizations together. Gary is a long-time MIAFS customer. He knew Bryan was in search of a new phone system. TelNet guided MIAFS’s transition to Voice over IP (VoIP).

“VoIP was just starting, so it was still a pretty new concept,” says Bryan. “I had this old phone system with all these wires. It was terrible. With VoIP, the flexibility in being able to pick up a phone and move it without rewiring is great. It’s easy for us to scale and add new phones, too, because there’s no wiring, there’s no set up. Plus, there’s the ease of use and functionality between us and our other locations.”

Bryan commends the flexibility and scalability of TelNet’s solutions, allowing for easy expansion without the hassle of rewiring. The positive experience extends to support and customer account management, with rare outages and efficient problem resolution.

“We like the attention we get from TelNet,” says Bryan. “When we call support, we don’t get shuffled to a support desk overseas. Anytime I need something, it gets handled pretty quickly. It’s super easy.”

MIAFS has locations across the Midwest. Bryan likes that TelNet is able to seamlessly connect with a wide range of internet service providers across the region.

“We work with five different Internet providers throughout Michigan and Illinois,” Bryan says. “TelNet covers Northern Michigan, the Westside of Michigan, everywhere. Because of that, we’ve never had an issue with service.”

Bryan Ede

MIAFS President and Founder

TelNet Digital Fax and Webex

MIAFS is an active user of TelNet digital fax and Webex for streamlined communication.

The transition from paper faxes to electronic fax has enhanced convenience, while Webex facilitates inter-office chat and meetings. The integration with their management system and the ease of use have contributed to a smooth operational experience.

“Digital fax has made things much easier. One benefit is we always have a stored copy of our faxes, which is huge in our business,” says Bryan.

MIAFS has used TelNet UC with Webex for three years now.

“Webex is great. It allows us to do interoffice chat, which we use regularly. It’s awesome, especially with having some employees still working from home. Being able to communicate with those employees, to send files back and forth, to schedule meetings, is convenient,” Bryan says.

Looking to the Future and Beyond

Bryan Ede’s journey with Michigan Insurance is a testament to the power of organic growth, customer-centric values, and strong partnerships. MIAFS’s success story, coupled with Bryan’s unique interests and contributions, paints a picture of a company that not only excels in the insurance industry but also makes a positive impact on the community and beyond.

As MIAFS looks toward the future, Bryan says the company’s intent is to stay true to its roots and continue its trajectory. “We’re just going to keep doing what we’re doing,” he says.

The Difference Between a Call Center and a Contact Center

Team TelNet — Fri, 01 Mar 2024 15:49:31 +0000

This article originally appeared on the Superior Contact blog.

Have you ever wondered about the difference between a “call center” and “contact center”? If you have, we’re willing to bet you assumed they’re nothing but synonyms; two different ways to say the same thing. As it turns out, though, the functions of these entities make them quite different from one another. Let’s dig into some of these distinctions.

Approach to Communication

Methods of communication vary widely between call centers and contact centers. While call centers typically focus on in-bound and out-bound phone calls, a contact center connects through additional channels including instant messaging, email and live chat. In other words, contact centers can communicate in a larger variety of ways to meet the customer’s needs, making them more suitable for today’s style of communication.

In a similar vein, your traditional call center is housed in a large office space that pairs basic telecommunication infrastructure with on-premise hardware to send and receive a high volume of calls. Simply put, a call center uses technology that can only be accessed from within the building. A contact center, on the other hand, operates through the cloud and employs secure communication applications to engage with their customers.

Technological Difference

The second key difference is the technology used to engage with their customers. Typically, contact centers are equipped with features designed to optimize call time, distribute calls efficiently and maintain a high customer satisfaction rating.

By leveraging technology like omnichannel channel communication and Interactive Voice Response, contact centers can meet customers where they want to be engaged with the most competent agent. Unlike a call center, a contact center handles inbound and outbound calls using cloud services and Voice over Internet Protocol.

With 20 years of experience in the world of customer service, Superior Contact is not only a premier contact center but the Superior option! Contact us today if you’re interested in learning more about contact center solutions.

Superior Contact: Your Source for Contact Center Outsourcing

Contact center outsourcing offers numerous benefits for organizations seeking to enhance efficiency and focus on their core competencies.

By partnering with a reliable outsourcing provider, companies can streamline their customer support processes, enhance operational efficiency, and ultimately gain a competitive edge in the market. As businesses continue to navigate the challenges of the modern landscape, contact center outsourcing emerges as a powerful tool for unlocking success and achieving sustainable growth.

TelNet brand Superior Contact specializes in contact center outsourcing.

“Superior Contact has over 25 years of experience providing contact center solutions to multiple industries,” says Superior Contact president Jackie Berry. “If you partner with us and our agile team of contact center and industry experts, we will facilitate the very best customer experiences to help you grow your business.”

Get On Board

If you’re ready to unlock the potential of business process outsourcing and enhance your organization’s efficiency, contact a Superior Contact contact center expert today.

Partner Spotlight: NuWave Technology Partners

Jerry Fraeyman — Fri, 16 Feb 2024 13:00:22 +0000

Succeeding by Seizing Opportunity

In the ever-evolving world of IT, technology providers succeed by anticipating and riding waves of change.

NuWave Technology Partners is one such company. From the outset, founders Chad and Kyle Paalman have seized opportunities to stay on the cutting edge.

In this TelNet Partner Spotlight, Chad and Kyle share their success story. They also reveal how TelNet Worldwide has helped them remain at the telecom forefront with Microsoft Teams Direct Routing, unified communications, and more.

Key Takeaways

NuWave Technology Partners and TelNet Worldwide have a 20-year partnership
NuWave is unique among managed service provides by offering IT as well as telecom services
NuWave is a nationally known leader in defense industry cybersecurity compliance
TelNet provides MS Teams Direct Routing, unified communications and additional telecom expertise to NuWave and its clients

Fusing Telecom and IT

The NuWave story begins in the early 2000s. The technology landscape at the time was siloed, with separate providers handling telecom and IT. Chad and Kyle knew there was a better way. They envisioned a future in which IT and telecom could seamlessly coexist.

They came into the industry at a unique time. Voice over Internet Protocol (VoIP) was something new. “I sometimes refer to us as accidental entrepreneurs,” says Chad. “We had a hunch that businesses would be interested in working with a single company that could take care of ‘all’ their Information technology (IT) needs as well as their telecom needs, all under one roof.”

Seeing an opportunity, the brothers created their own company, NuWave Technology Partners in 2005.

“The flexibility and innovation provided by TelNet from day one have been instrumental to our growth.”

Kyle Paalman

NuWave President

From Accidental Entrepreneurs to IT Innovators

From the start, NuWave set itself apart by combining voice VoIP telephony, wide-area networking, and managed IT services.

“Some of the big opportunities we won early on were due to our unique skill set when it came to connecting multi-site organizations and implementing VoIP, ” says Chad.

During its formative years, NuWave’s expertise in these areas was a differentiator in a landscape where many IT companies lacked experience in voice services.

Since its founding, NuWave Technology Partners has grown internally and externally. With over three dozen employees, the company now manages more than 4,000 endpoint servers and desktops.

Headquartered in Kalamazoo, Michigan, NuWave’s footprint covers most of Michigan’s lower peninsula and extends into Northern Indiana and Ohio.

NuWave’s core focus is providing managed IT services for clients in the manufacturing, professional service, defense and aerospace sectors.

“Nuwave provides the authority businesses need for the most demanding IT solutions. At TelNet, our teams have had the privilege to work side by side with Nuwave ensuring the goals of the customer are optimized and fortified, delivering the business results they need today, and readiness for tomorrow. Nuwave is a partner you can count on.”

Mark Iannuzzi

TelNet CEO

Pioneers in Defense Industry Cybersecurity

NuWave has carved a niche in the field of defense industry cybersecurity.

They formed Prescott, a sister company to NuWave, in 2021 in response to standards set by the National Institute of Standards and Technology (NIST 800-171) that define cybersecurity requirements for defense contractors.

NIST 800-171 led to the creation of the Cybersecurity Maturity Model Certification (CMMC) by the Department of Defense, setting the stage for a paradigm shift in defense industry cybersecurity compliance.

According to the current DOD mandate, by 2025 all companies within the defense industry base must be CMMC certified. This includes undergoing third-party audits to confirm compliance, a mandate that will become contractual.

Prescott is a Registered Provider Organization with the CMMC Accreditation Body and helps companies operate within the standards of regulatory frameworks such as CMMC, HIPAA, and ISO 27001/002.

Earning Accolades and Recognition

In addition to being an early adopter of the CMMC framework, NuWave has earned other accolades.

The company is accredited by the Cyber Accreditation Body (CAB) in the state of Michigan. This recognition, achieved in early 2020, marks NuWave as a leader in cybersecurity compliance.

“As far as we know, we were the first company to get accredited by the CAB in Michigan,” says Chad.

NuWave has attained other achievements, including being named one of Michigan’s “50 Companies to Watch.”

Chad Paalman plays a leadership role in the IT industry, actively serving on industry boards and advisory groups locally, regionally, and nationally.

His advocacy reaffirms NuWave’s status as a reliable partner for companies navigating the complex landscape of IT, telecom and cybersecurity.

Committed to Quality, Longevity and Artificial Intelligence

NuWave’s longevity is a crucial differentiator in a crowded field of competitors.

Many of NuWave’s clients have been with the company since the beginning. This longevity is a critical consideration for business owners seeking a managed service provider.

“Picking the right managed service provider is a very important business decision because we are involved in nearly every aspect of your business,” says Chad. “If you think about any decision you’re making as a business owner, I challenge you to come up with one that does not involve a component of IT.”

NuWave’s willingness to embrace change and be at the forefront of new technologies is evident in their implementation of artificial intelligence and robotic process automation.

“We didn’t just start thinking about AI today. We’ve been working on it for a while,” says Kyle. “We brought on a specialist with a decade of artificial intelligence experience. He is bringing automation and AI to the next level for NuWave and for our clients.”

“I think the comfort we give our clients is that we are a company that has always been at the forefront of new and evolving technologies, even to the point of us being bleeding edge so that we can keep our clients leading edge. We’d rather be the guinea pig than make our clients be guinea pigs,” says Chad.

“TelNet Direct Routing is priced right and TelNet is able to turn around a quality product in a very reasonable timeline.”

Chad Paalman

NuWave CEO

Teaming With TelNet for MS Teams Direct Routing, Unified Communications and More

NuWave and TelNet Worldwide have a robust 20-year relationship.

“The flexibility and innovation provided by TelNet from day one has been instrumental to our growth,” says Kyle. “TelNet has always been willing to work with us on new opportunities and new solutions.”

“From a technical standpoint, our engineers have a much better experience working with TelNet than with other telecom providers,” Chad says.

TelNet’s telephony expertise has made TelNet a preferred choice for NuWave. The relationship extends to Microsoft Teams.

In 2020, NuWave moved their internal voice systems to MS Teams Direct Routing provided by TelNet. NuWave uses TelNet direct routing for external clients, too.

“TelNet direct routing is priced right, competitive in the marketplace, and TelNet is able to turn around a quality product in a very reasonable timeline,” says Chad when asked what he likes about TelNet’s Direct Routing for Microsoft Teams offering.

As the technology landscape continues to evolve, NuWave Technology Partners stands as a beacon of innovation and adaptability. Accidental entrepreneurs Chad and Kyle Paalman have not only weathered the waves of change but have ridden them with foresight.

NuWave’s partnership with TelNet has cemented each company’s place in the ever-changing world of IT and telecom.

The proactive partnership ensures NuWave and TelNet remain key players not only in Michigan, but across the midwest and throughout the nation for many years to come.

Partner Spotlight: NuWave Technology Partners

Location: Kalamazoo, MI
Founded: 2005
Leadership Team: Chad Paalman, CEO and Co-Founder; Kyle Paalman, President and Co-Founder
Services: Cybersecurity; cloud services; network services; collaboration services; IT infrastructure and Artificial Intelligence (AI)
Size: 38 employees; 4,000 end points under management

How TelNet Helps:
MS Teams Direct Routing; Unified Communications with WebEx

What They Say About TelNet:
“The flexibility and innovation provided by TelNet from day one has been instrumental to our growth. TelNet has always been willing to work with us on new opportunities and new solutions.”

How Contact Center Outsourcing Enhances Business Efficiency

Jerry Fraeyman — Thu, 15 Feb 2024 20:08:29 +0000

‍The Benefits of Contact Center Outsourcing

In the dynamic landscape of modern business, organizations are constantly seeking innovative ways to enhance their operations and customer service.

Contact center outsourcing has emerged as a strategic solution for companies looking to streamline their customer support processes, reduce costs, and focus on core business functions.

In this article, we explore the benefits of contact center outsourcing and how it can be a game-changer for businesses across all industries.

Key Takeaways

Businesses can boost efficiency by using contact center outsourcing, allowing them to concentrate on core competencies.
Contact center outsourcing yields advantages like access to specialized expertise, cost savings, and scalability.
Superior Contact is a seasoned contact center provider facilitating optimal customer experiences and long-term growth.

Cost Efficiency

One of the primary advantages of call center outsourcing is the significant cost savings it offers to organizations. Establishing an in-house call center involves substantial investments in infrastructure, technology, and human resources.

On the contrary, outsourcing allows companies to access a pool of trained professionals without the burden of hefty upfront costs. Service providers often operate in regions with lower labor costs, providing a cost-effective alternative for businesses seeking to maintain high-quality customer support without breaking the bank.

Scalability and Flexibility

Call volumes in a business can fluctuate, influenced by factors such as seasonality, marketing campaigns, or product launches. Outsourcing call center services enables organizations to scale their operations up or down based on demand. This flexibility ensures that businesses can efficiently handle peak periods without the need to hire and train additional in-house staff, ultimately optimizing resource allocation and improving overall efficiency.

Access to Specialized Skills

Call center outsourcing firms specialize in providing customer support services. This specialization allows them to attract and retain highly skilled professionals with expertise in various industries.

By outsourcing, companies can tap into a wealth of knowledge and experience without the need to invest extensively in training their internal teams. This not only enhances the quality of customer interactions but also ensures that customer queries are addressed by professionals with the requisite domain knowledge.

24/7 Customer Support

In today’s globalized business environment, customers expect round-the-clock support.

Outsourcing contact center services to regions with different time zones allows businesses to provide 24/7 customer support without putting a strain on their internal resources. This continuous availability enhances customer satisfaction, builds trust, and positions the company as a reliable service provider in the eyes of its clientele.

Focus on Core Competencies

Managing an in-house contact center can be a time-consuming task that diverts attention from an organization’s core competencies.

Outsourcing non-core functions such as customer support allows businesses to redirect their focus and resources towards strategic initiatives, product development, and innovation. This results in increased productivity and efficiency, ultimately contributing to the long-term growth and success of the company.

Technology Advancements

Contact center outsourcing providers often invest heavily in state-of-the-art technologies to stay competitive.

By outsourcing, businesses gain access to cutting-edge tools and software without the need for significant upfront investments. This technological advantage can lead to improved customer experiences, faster issue resolution, and enhanced overall efficiency in handling customer interactions.

Quality Assurance and Performance Metrics

Reputable contact center outsourcing firms prioritize quality assurance and adhere to stringent performance metrics. Service level agreements (SLAs) are established to ensure that agreed-upon standards are consistently met. This commitment to excellence translates into improved service delivery, increased customer satisfaction, and the establishment of a positive brand image.

Superior Contact: Your Source for Contact Center Outsourcing

Contact center outsourcing offers numerous benefits for organizations seeking to enhance efficiency and focus on their core competencies.

TelNet brand Superior Contact specializes in contact center outsourcing.

“Superior Contact has over 25 years of experience providing BPO contact center solutions to multiple industries,” says Superior Contact president Jackie Berry. “If you partner with us and our agile team of contact center and industry experts, we will facilitate the very best customer experiences to help you grow your business.”

Get On Board

If you’re ready to unlock the potential of business process outsourcing and enhance your organization’s efficiency, contact a Superior Contact contact center BPO expert today.

Team TelNet Spotlight: Matt Hamblin

Jerry Fraeyman — Thu, 15 Feb 2024 01:18:36 +0000

In the Tech Trenches with TelNet Training Expert Matt Hamblin

As TelNet Worldwide’s Cloud Trainer, Matt Hamblin wears multiple hats. He not only imparts essential knowledge to customers but also collaborates with the Product, Sales and Customer Support teams to refine TelNet’s offerings and provide customers with the knowledge they need to succeed.

Matt’s Responsibilities and Duties: Customized Training for Connectivity

Matt’s primary responsibility is to train both new and existing customers on TelNet’s extensive range of products and services. His role extends beyond traditional training, as he actively contributes to the evolution of TelNet’s products, ensuring they align seamlessly with customer needs.

Customer-Centric Training Tailored for Customer Success

In the competitive telecom landscape, Matt’s approach stands out. By customizing training sessions to meet each customer’s unique requirements, he ensures that end-users can leverage TelNet’s offerings to their full potential. His commitment goes beyond the training room, providing additional resources for immediate assistance when recalling less-utilized functions.

Recent Accomplishments: Dynamic Emergency Calling

A feather in Matt’s cap and a testament to TelNet’s commitment to innovation is the recent introduction of Dynamic Emergency Calling. This enhancement ensures more accurate data during emergency calls, underlining TelNet’s dedication to both functionality and safety. Matt played a key role informing and training customers about Dynamic Emergency Calling.

Interactions and Challenges

While Matt’s days are filled with training sessions and product improvements, the best part of his job remains meeting new customers. Challenges persist, such as when creating training videos. Balancing technical information without overwhelming the viewer requires finesse, and Matt constantly refines his approach for a more effective learning experience.

Matt's Journey into Telecom

Matt’s entry into the telecommunications industry stems from his college days, where he pursued studies in Computer Science and Mathematics, setting the stage for a more technical career path.

His journey within TelNet is marked by hands-on experience. Starting in the Repair team equipped him with a deep understanding of TelNet’s products and customer systems. This unique blend positioned him as an ideal candidate to bridge the gap between technical intricacies and customer education.

TelNet and a Shift Towards Solutions

Initially eyeing an IT position aligning with his academic background, Matt found joy in solving reported issues. This shift led him to a role directly involved in enhancing available resources for TelNet’s products.

The TelNet Culture: A Workplace Like No Other

What sets TelNet apart for Matt is its vibrant culture. Collaboration and support among teams shine through, making every project a success and reflecting positively in customer interactions.

For Matt, joining TelNet’s FUN Team stands out as a proud accomplishment. Organizing events for staff contributes to the vibrant TelNet culture he experienced when joining, ensuring it persists for others.

Training Quirks and Laughter

In the fast-paced world of training, humor sometimes takes center stage. Matt recalls a question about the “long ‘U’ shaped piece” of a phone during a training session, turning out to be a playful attempt to ask about the handset. Laughter ensued, highlighting the human side of tech education.

Beyond the Tech: Matt Unplugged

Outside the tech realm, Matt’s life is enriched by his chocolate lab, Chip. Turning two soon, Chip is not just a pup but also an avid fetch player, bringing joy and smiles wherever he goes.

Matt also enjoys creating cooking videos, learning new languages, coding, and revisiting his love for Hardy Boy’s books. His diverse interests reflect a well-rounded personality.

In high school, Matt’s proudest moment involved being a four-sport athlete while maintaining an honor roll status. This foundational experience taught him to tackle challenges while achieving his goals.

A college venture running a burrito stand outside local bars turned into a cult phenomenon. Even years later, Matt’s comical remarks draw familiar faces, proving that unexpected ventures can leave lasting impacts.

Best Places in Michigan to Take Man’s Best Friend

Matt is an avid dog owner. His two-year-old brown lab is Chip. Matt says these are his (Chip’s) favorite places:

Behnke Memorial Dog Park: Conveniently located and open year-round, this park is a daily stop for Matt and Chip.
Orion Oaks: Weekends lead them to Orion Oaks, where a dog dock adds an extra layer of fun, albeit with caution for Chip’s boundless enthusiasm.
River Bends: Access to the river provides a cool-down spot for Chip, who enjoys a good shake-off in the warmer months.
Stony Creek: With a vast fenced-in area and scenic surroundings, Stony Creek offers both a great dog park and overall park experience.
Exploration Everywhere: Matt and Chip are always on the lookout for new parks and dog-friendly spaces, building connections with customers along the way.

In the evolving landscape of telecommunications, Matt Hamblin’s role at TelNet Worldwide exemplifies the intersection of technical expertise, customer-focused training, and a vibrant workplace culture. As telecom technologies advance, professionals like Matt remain at the forefront, ensuring a seamless transition for both industry insiders and end-users alike.

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Julia’s Journey to TelNet

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MIAFS Soars to High-Flying Success

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Key Takeaways

Fusing Telecom and IT

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Committed to Quality, Longevity and Artificial Intelligence

Teaming With TelNet for MS Teams Direct Routing, Unified Communications and More

Partner Spotlight: NuWave Technology Partners​

How Contact Center Outsourcing Enhances Business Efficiency

‍The Benefits of Contact Center Outsourcing

Key Takeaways

Cost Efficiency

Scalability and Flexibility

Access to Specialized Skills

24/7 Customer Support

Focus on Core Competencies

Technology Advancements

Quality Assurance and Performance Metrics

Superior Contact: Your Source for Contact Center Outsourcing

Get On Board

Team TelNet Spotlight: Matt Hamblin

In the Tech Trenches with TelNet Training Expert Matt Hamblin

Matt’s Responsibilities and Duties: Customized Training for Connectivity

Customer-Centric Training Tailored for Customer Success

Recent Accomplishments: Dynamic Emergency Calling

Interactions and Challenges

Matt's Journey into Telecom

TelNet and a Shift Towards Solutions

The TelNet Culture: A Workplace Like No Other

Training Quirks and Laughter

Beyond the Tech: Matt Unplugged

Best Places in Michigan to Take Man’s Best Friend

Partner Spotlight: NuWave Technology Partners