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Specialists Weigh In On Customer-Support Concerns

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Channel Partners By Edward Gately

CHANNEL PARTNERS EVOLUTION — Top specialists on Monday discussed how best to address startup Acme Connected Apparel’s (ACA) customer-support questions regarding phone support, e-commerce and social media management.

The Channel Partners Evolution keynote panel discussion, titled “Customer Support in a Connected World," was moderated by Jamie Zarate, executive director of cloud services at Richardson Consulting. Panelists included: Brian Crotty, COO of Broadview Networks; Ira Feuerstein, director of channel sales for Nextiva; Gary Testa, president of Star2Star Communications; Charles Cuggino, vice president of contact-center solutions for Fusion Connect; and Scott Kinka, CTO of Evolve IP.

Crotty said nobody’s running a business just to “save 10 percent on their telecom."

“They want to increase revenue, decrease costs and decrease risk," he said. “They want to increase flexibility. You need to understand what those are. We’ve got all these great tools, so gee, you could figure out how to get a faster average speed of answer, but it’s more about how can you get an employee to do more with the same amount you’re paying."

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