March 2015 Newsletter 
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About Us
M&C Associates is a premier provider of IVR, Speech and CTI solutions to Fortune 1000 companies and government agencies across the United States and Canada. 

We are a certified Avaya Business Partner and provide a full suite of services for the Avaya Aura� Contact Center, Experience Portal, Nortel MPS 500 & 1000, and legacy VPS platforms.


Our services include consultation and needs assessment, system design and installation, custom application development, integration services, audio services, system and application support, and knowledge transfer.

For more information, call us at (631) 439-1684 or visit our website
m-cassociates.com 












































































M&C Associates LLC
3920 Veterans Memorial Highway, Suite 7
Bohemia, NY 11716
www.m-cassociates.com
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A Word From our CEO
 Lou Marianacci  


To all our Customers and Partners!

 

Spring is around the corner after a harsh winter for most of us. It's time to open the windows, clean out the closets and let in the fresh air.  This will make us feel good and re-energized.  While the analogy may not fit perfectly with IT, there are many parallels. 

For example: If servers and operating systems are nearing EOL, it's of no use to ignore it, as the situation will only get worse and compromise security.  If additional functionality, or expansion is required in your call center, NOW is the time to address it, as it will become service affecting.

If training of your staff is required to help them with their jobs, or allow them to become more efficient, then make knowledge transfer a priority. 

It's time for some Spring cleaning of our "IT closets" and time to feel good and get re-energized! 
 
Thank you,
 
Lou
 
"Customers require the effective integration of technologies to simplify their workflow and boost efficiency." - Anne M. Mulcahy
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Service Highlight of the Month

Day 2 Support  
For "AACC Customers" 
beyond implementation cutover day!

M&C Associates is now offering Day-2 Support for those with Avaya Aura� Contact Center-AACC, providing high level service upon 'implementation cutover' day to guarantee optimum efficiency for the contact center. Day-2 Support prepares contact center management to be more self-sufficient with 'built-in tools' and an escalation process. Access to M&C's subject matter experts in problem resolution and identifying the more critical issues, guarantees maximum productivity in contact center management.

 

Day 2 Support features:

  • High level reliable support to guarantee optimum efficiency
     
  • Contact Center Manager can do a better job:

-Advanced features available with AACC

-Real-time display to "keep a watch" on agents

-Admin training to become more self-sufficient

-Contact Center Administration

  • Support to implement immediate fixed
  • Consulting includes system analysis, strategic planning, project management
  • Expert support for Historical Reporting and Report Creation Wizard
For further information about M&C Day 2 Support Services, CLICK HERE to contact us.
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M&C says save the date!
March 23rd

There it is.
I found it.
Something's coming out of 
hiding and it's something you've been looking for. 
 
 You will be well informed when it does, 
so stay tuned!
Ah...I think I've found it.
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What's Hot at M&C
 EOS for MPS 3.5 upgrades mid-June 
As you already know, MPS 3.5 systems have not been sold since 2014, and the Avaya MPS 3.5 is fast approaching EOL with expansions being sold until June 1, 2015.  A migration strategy is encouraged by taking advantage of the Avaya Aura� Experience Portal - AAEP, or at a minimum upgrading to the MPS 4.1.

The experience portal is central to all Avaya contact center deployments and in the future all new features and functionality will be provided from that platform.  The migration offer to Experience Portal for MPS customers is intended to be simple and attractive.  Please contact us for additional information.  You may also
CLICK HERE for the End of Sale for MPS 3.5 PDF document.

In addition, if you are still running Windows Server 2003 in your data center, you need to take steps to plan and execute a migration strategy to protect your infrastructure.  By migrating to Windows Server 2012 R2, Microsoft Azure or Office 365, you can achieve concrete benefits, including improved performance, reduced maintenance requirements, and increased agility and speed of response to the business. 
CLICK HERE for Microsoft product support lifecycle information.
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M&C Appearing at these Events 

  

    

Join us for our Presentation

 Customer Connections

  June 16th ~ 9:30-10:30

 

Trends, Successes, New Services for 2015: 

Optimum Contact Center reliability and efficiency  

- what you need to know!  

 

M&C will share trends for Contact Centers that are driving the need for greater efficiency for call center management. You won't want to miss hearing all about our new services: iProWatch; Avaya POM Services; Agent Screen Consolidation; and Day 2 SupportTo read more...
 

Be a winner... 

3 $100 Gift Cards 

AND 

1 Samsung Galaxy

...to be drawn at the end of the session! 

   

Visit us during IAUG Converge
 M&C Booth #509
 
_________________________________
 
  
 
Tuesday, April 14th ~ 12:00 PM EST
Arrow SI Webinar    
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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:   

 

Major Southern Municipality - M&C and Carousel Industries will be performing a major cutover for a Southern municipality to integrate their enQuesta core CIS solution with their 4 MPS IVR systems. 


A West Coast Florida Utility company has come to M&C once again for development and implementation of Virtual Hold Technology - VHT application. This technology and application allows callers to choose between waiting on hold for an agent, or receiving a call back when it is convenient to receive a return call from the agent, rather than waiting on hold. VHT saves the caller's place in queue, and when an agent becomes available, VHT will automatically place the call to the next customer in queue. 

Community Banking - A Fortune 500 company and one of the largest financial services holding companies in the United States, offering a complete range of financial services including banking, lending, insurance, trust and wealth management solutions, has come to M&C for additional voice recordings to expand on its diverse automated services. For more about Audio Services 
 
A Grocery Retailer based in Cincinnati, OH, one of the world's largest grocery retailers across 34 states, is in need of additional services once again. M&C is heading back into the studio to record additional voice scripts to expand their IVR applications.

Southern Telephone Service - our Avaya Aura Contact Center - AACC software services is being requested in blocks of hours to take advantage of our highly-skilled, subject matter experts. They are certified Contact Center technicians and have all the qualifications to ensure a successful configuration, migration and installation of the AACC. For more information CLICK HERE.

Mobile App Provider - One of the world's most popular app providers is offering speech recognition technology that helps people identify music, which also connects people with entertainment they enjoy the most-artists, television, advertising, cinema and radio. The need for coming up to the current release became quickly apparent, and it is time to upgrade to 4.1 - 
CLICK HERE  to learn more.
 

For more information about upgrading to next version of software and configurations, new services, training programs, or partnering with M&C, CLICK HERE or contact us at (631) 439-1684.

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Who's Who at M&C

 

Billy Eyre

AACC Support Specialist

 

Billy is part of the core group at M&C Associates responsible for our Contact Center practice. Billy is Avaya certified ACSS - Contact Center and has specialized and held certifications in Nortel Symposium since the 1.5 Release. He brings over 14 years of experience with the product to us. 

Billy understands that a successful contact center implementation needs more than product knowledge and expertise, as today's contact centers are integrated with an ever changing variety of front end and back end applications. Customer satisfaction through integrity, reliability and value is the driving force that makes Billy a valuable member of our team.

Billy has been with M&C Associates for 27 months and brings 30+ years of telecommunications interconnect experience with him to M&C Associates and our customers. He is based in Baton Rouge, Louisiana and extends our footprint into the Deep South.

 

"I embrace the challenges that my work presents to me and the solutions that I deliver are a source of pride," says Billy Eyre.  "My interests outside of Contact Center include many outdoor activities available in the Bayou State including water sports, bird watching and camping with my friends and family. I also enjoy traveling and site seeing in our nation's parks and monuments."  

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