Technology Record - Issue 23: Winter 21/22

54 www. t e c h n o l o g y r e c o r d . c om F E ATUR E “ICONICS, via its CFSWorX connected field service solution, enables organisations to easily send automated Teams message notifications to the person or group responsible when there is an incident in their plant or building. The Teams message allows recipients to quickly respond to the incident from wherever they are by instantly jumping into the relevant interface with a contextual link. The intelligent workflow capability of CFSWorX can also escalate the incident notification to others if there is no response from the initial recipient within the defined threshold. ICONICS' Teams integration will become more interactive in the future by leveraging chatbots to let recipients respond and get more information about the incident directly in the Teams chat like incident stats and history. ICONICS views Teams as a key component of an organisation's ability to empower and equip its workforce to be productive anywhere and at any time.” “At Resonate, we are laser-focused on delivering enhanced solutions for Teams. Our product portfolio is dedicated to enabling organisations to get the optimum value from Teams in a way that works best for them. We continue to evolve from our origins as voice specialists, migrating customers from complex, legacy telephony environments and developing creative and bespoke solutions to support niche use cases. This evolution has taken us to Power Platform, which our team uses to automate and empower end users with solutions like Call Queue and Auto Attendant. This removes the need for IT admin involvement and enables users to make changes to the Call Queue or Auto Attendant in near-real time. A great use case for this is store managers in retail who now have the ability to change the recorded message or store opening times with the completion of a simple form.” Mary Anne Ballouz Marketing Communications Writer at ICONICS “Gamma understands the need for integrated solutions to support business communications, with Teams increasingly becoming a key component of the unified communications landscape. However, as the number of Teams active users continues to grow, less than 10 per cent are maximising value for their environment by enabling voice telephony. As a Microsoft Gold Partner, we have over 15 years’ experience enabling voice solutions for Microsoft. Whether it’s a cloud-native solution like operator connect, or a bespoke direct routing solution delivered and managed by our experts, we can help customers deploy effective telephony capabilities for their Microsoft Teams environment. With our solutions, customers can make and receive calls from anywhere, at any time, simply leveraging their existing Teams platform and negating the need for any hardware or specialist skillset, including PowerShell expertise. Our Teams telephony solutions are fully delivered in the cloud and managed by Gamma’s team of experts, with 24/7 UKbased support and industry-leading service-level agreements.” Mike Harvey Product Manager at Resonate Richard McPhee Solutions Director at Gamma