February 2015 Newsletter
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A Word From our CEO
Lou Marianacci
To all our Customers and Partners!
We just returned from attending one of our Premier Partner's National Sales Conference, and I'd like to personally thank Arrow SI for inviting us and extending their hospitality. The highlights are many, and I want to mention the more important ones:
- Met with their sales and presales teams. We were able to generate and further our account strategies to help close business.
- Met sales management to discuss strategically where our solutions may help in their territories/regions.
- Created personal connections and in many cases, put a face to a name.
- Recommitted our intent to be a loyal partner now and in the future.
- Shared our new service offerings which, we strongly believe, have a lot of market attraction because they meet contact center needs now.
- Discussed our current pricing model and how we can optimize $ margins for our partners.
- Commitment to follow up with presentations to all the rest of the sales/presales staff either at upcoming regional meetings or company-wide webinars.
We welcome the opportunity to set up similar programs with all of our business partners. Please feel free to reach out to me at Lou@m-cassociates.com, or our Vice President of Marketing, Karen Ferraro at kferraro@m-cassociates.com.
Thank you,
Lou
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Service Highlight of the Month
Proactive Outreach Manager
One of M&C Associates' newest capabilities is the Avaya POM Service - Proactive Outreach Manager which, empowers Business Analysts and Contact Center Managers to become more self-sufficient with hands-on capabilities. Designed to implement automated outbound campaigns, these campaigns can be sent by SMS texts, emails, or phone alerts and notifications, agent-based predictive dialing, interactive services-or a combination are also provided. Creating engaging interactive campaigns that give customers the information they need when they need it, in the way they choose to receive it, is all possible with POM on the Avaya AuraŠ Experience Portal AAEP.
M&C not only trains the contact center management team on
how to implement a campaign, the strategic direction of a campaign is part of the knowledge transfer, and Contact Center analysts learn how to design strategies leveraging POM features. With this capability, the creation, implementation, and management of campaigns is simplified, which helps business reduce costs, capture more revenue and improve customer satisfaction.
M&C Associates Offers:
- Step-by-Step instructions for Creating Outbound Campaigns
- How to Configure, Run and Troubleshoot Campaigns
- POM Webinars - live scheduled training sessions!
- Custom Applications Dev using AOD - Avaya Orchestration Designer
- Optional POM Support Module - available 24x7 M-F
For further information on how you can implement Avaya POM Services, CLICK HERE to contact us.
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What's Hot at M&C
If you have been to our website in the last few weeks, you may have noticed a big change. We hope you like it! Take a look around, and you will notice a brand new face that will appeal to your needs.
 We have a new section where you will find all the latest on what's happening at M&C. Just CLICK "View all News" or a featured title, and you will be directed to the news page. However, if you're reading this, you are already receiving news announcements
first, even before the news feeds.
 We also added EVENTS to let you know exactly where to find us when we participate in conferences. Whether we are exhibiting, sponsoring, or presenting during the conference agenda, just CLICK "View All Events" or a specific event and you will find us. You may want to make an appointment with us during the event.
Who We Serve is brand new, and may help you become more familiar with some of the exciting projects that are currently in progress, near completion, or in production, along with the work that we do in collaboration with our business partners. This is your 'go to' place for testimonials, case studies and partner projects.
These are only some of the highlights. There is so much more for you to discover. We suggest you take a look for yourself and please CLICK HERE to let us know what you think.
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M&C Appearing at these Events
IAUG Converge 2015
International Avaya User Group
June 14-18, Denver, CO
M&C Breakout Session
Tuesday, June 16, 9:30-10:30 am
Visit us during IAUG Solutions
M&C Booth #509
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Important Wins in the Last 30 Days
M&C is proud to be working collaboratively with our channel partners with many prestigious organizations on mission critical projects within contact centers of all sizes and vertical markets. Here are just a few highlights of wins that came through over the last thirty days:
A state agency in Texas commissioned M&C through its partner Avaya for a major system move this month. The move required our high level expertise to ensure minimum (next to zero) downtime for the agency. A major west coast home furnishings, appliance, electronics, flooring and sleep products company, with store locations in Utah, Nevada, Idaho and northern California, is upgrading to version 4.1.This complex project involves many steps and considerations, from backing up existing versions to upgrading and migrating the sites and desktops, testing, ensuring stability, all while enabling new functionality and guaranteeing the system is running without degradation.
An internationally known leading provider of weight management services, came to M&C once again for voice recording
to expand services offered from their IVR platform. Servicing a dynamic organization like this, which functions through a network of Company-owned and franchised operations, holding more than 40,000 meetings each week where members receive group support and learn about healthy eating patterns, behavior modification and physical activity, requires the expertise and high quality standards that M&C is proud to deliver. The employment agency located in New York required additional voice recordings to expand its diverse directory of services offered to the public. The agency continues to expand its system to meet the daily call demand. M&C provided AAEP System Administration Remote Training for a dental care provider located on Long Island, New York. Our System Administration courses are designed for staff who are responsible for the daily operation and monitoring of their systems.
For more information about upgrading to next version of software and configurations, new services, training programs, or partnering with M&C, please contact us at (631) 439-1684.
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Who's Who at M&C
Frank Tatulli
Manager Training & Technical Support
Since joining M&C Associates in 2004 eleven years ago, Frank Tatulli has managed the Training and Technical Support group at M&C. Frank has a deep history in IVR technology.
He was the systems Trainer in the Periphonics/Nortel Networks IVR Training Department, Senior Technical Trainer, and eventually became the Team Leader responsible for all courses developed and taught. He was also responsible for the hiring and training of other systems trainers.
Frank is a Nortel Certified support specialist for the MPS 500, and in the last few years he has focused on the Avaya Red side, gaining certifications on the AAEP - Avaya Aura Experience Portal and AVP - Avaya Voice Portal. He led all AAEP and AVP deployments.
Frank says, "I believe and value the relationship I have with customers I've met over the years, and it's very gratifying to continue answering any questions they may have."
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