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Office 365 E5... Not Quite the Unification of Communications an Enterprise Requires

Artie Chang
Post by Artie Chang
November 7, 2016
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The 800 lb elephant has finally gotten into the cloud communications game, but really? After careful review of the product offering, I have to ask one question... "Where's the beef?" I certainly commend Microsoft for realizing that cloud communications is one of the fastest growing multi-billion dollar markets and will power the cloud marketplace to new heights. And to be clear, Microsoft has been in the on-premises communications space for years, first with Office Communications Server, which was re-named to Lync and then re-named to Skype for Business. Their newest offering, Skype for Business Online or otherwise announced as Office 365 E5, seems to be a half-step in the direction of cloud. I say half-step because it lacks significant and profound features, functionality and a total solution approach that most enterprises absolutely require when evaluating a migration to the cloud. You don't have to take my word for it (Review Office 365 fails at collaboration, by InfoWorld)! But if you want my take on Office 365 E5, read on and, "Take my word for it!"

No Integrated Contact Center/ACD/Auto Attendant Functionality

Billed as the enterprise voice release for Office 365, it is unfortunately missing key features that virtually all enterprises require: Contact Center/ACD/Auto Attendant capabilities. Real enterprises need a means to route callers from their 800 and main office numbers to the appropriate people within the organization. Without any integrated Contact Center, ACD or Auto Attendant capabilities, Office 365 E5 is not really an enterprise level product and would require additional IT resources and cloud service providers to add this functionality; thereby increasing cost, complexity and management.

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PanTerra's Enterprise Level Contact Center/ACD/Auto Attendant Functionality Connects Customers to the Right People.

In addition to the Contact Management, Reports and Admin Controls detailed in my last post, PanTerra’s integrated enterprise Contact Center/ACD/Auto Attendant features also include:

  • Unlimited Agents Located Anywhere in the World – Set up contact center agents anywhere in the world instantly with the flexibility to easily move, update, add, and re-assign agents at any time.
  • Unlimited Call Queues and Minutes – never worry about scalability or cost as PanTerra's contact center supports unlimited queues and minutes at no extra charge.
  • Integrated Business Analytics – Perform real-time performance tuning of the most critical part of your business: customer interactions, with built-in business analytics. With over 100 customizable KPI/SLA performance metrics, real-time monitoring and ad hoc/scheduled detailed reports, PanTerra's business analytics can optimize your business in real-time.
  • Supervisory Modes – Supports silent listen, whisper and barge-in functionality per call per agent for training and quality control.
  • Customer Call Back – Provides convenient call back functionality for customers, further increasing customer satisfaction and acquisition.
  • Advanced Call Recording – Set call recording functionality on a per user basis with multiple recording options from manual initiation to record all calls. Call recordings are stored in PanTerra's HIPAA compliant SmartBox cloud storage.
  • Unlimited Auto Attendants – Create unlimited numbers of Auto Attendants including auto attendant chaining. Advanced features include music on hold, customizable announcements, time-of-day routing, general voicemail and multiple assistants.

If it’s business-critical security features you’re looking for in Office 365 E5, you’re going to be very disappointed.  In my next post, I’ll give you a taste of why PanTerra is a better choice in the area of cloud security.

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Artie Chang
Post by Artie Chang
November 7, 2016
Arthur Chang is a distinguished leader with an extensive background spanning over two decades in the hi-tech industry. As the CEO of PanTerra, his visionary leadership and strategic insights have been pivotal to the company's trajectory.

Drawing on his experience as a serial entrepreneur in Silicon Valley, Arthur Chang has been an integral part of the success stories of numerous companies. His journey includes senior executive roles that have propelled growth and innovation. Before joining PanTerra Networks, Mr. Chang held the position of CEO at Cradle Technologies, where he led a multi-core multimedia DSP company to new heights. Prior to that, he held the CEO position at SoloPoint Communications, a prominent provider of telecommunications equipment to major industry players. During his tenure, Mr. Chang orchestrated the company's expansion, culminating in a successful IPO.

With a foundation that includes executive management roles in diverse technology sectors such as telecommunications, storage, server, and remote access markets, Mr. Chang brings a holistic understanding of the industry. His career began at Bell Laboratories in Naperville, IL, where he laid the groundwork for his remarkable journey. Throughout his professional journey, he has collaborated closely with Silicon Valley venture capitalists, contributing as a consultant and analyst.

Arthur Chang's expertise extends beyond leadership; he excels in areas such as talent acquisition, corporate strategy, and capital raising. With a B.S. degree in Electrical Engineering from Northwestern University, an M.S. degree in Computer Science and Electrical Engineering from the University of California, Berkeley, and an Executive MBA from the Stanford Graduate School of Business, Mr. Chang possesses a formidable educational foundation.

Mr. Chang's influence on corporate vision and product strategy is unparalleled, with a proven ability to guide businesses toward financial success. His prowess at fostering growth is complemented by his exceptional talent for recruiting top-tier executives and motivating them to excel. A seasoned entrepreneur well-versed in the startup ecosystem, Mr. Chang's acumen is complemented by his experience in working closely with boards and investors.

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