Partner: Enghouse Interactive

UC (unified communications) is an IT solution with a lot of earning potential for IT solution providers. Infonetics Research, for example, forecasts the worldwide cloud PBX and UC services market will reach $12 billion in 2018 with 62.6 million seats in service. UC is a key enabler of collaboration — especially among remote workers, who comprise up to 45% of today’s workforce, according to the latest stats from SHRM (Society of Human Resources Management).

And, it’s a critical component driving customer experience initiatives.

An article published on, however, sums up why many end users struggle with UC: “Many obstacles face firms hoping to deploy unified communications, from technology that doesn’t integrate to users who don’t want to give up PBX systems,” says Brian Eastwood, the author of the article.

Not only do end users struggle with UC, IT solution providers often do as well. Sadly, too many resellers falsely conclude that because they don’t have the internal resources and skills to support UC, they’re better off avoiding it altogether. Not only does this mentality shortchange resellers’ earning potential, it leaves the door open for competitors to creep in on their customers.

Fact is, most end users would prefer to work with one solution provider for all their IT needs. Plus, there are margins to be made selling UCaaS (Unified Communications as a Service). For customers with security/industry regulation concerns and/or back office integration needs, Simplicity Cloud is a smart choice. Built on the Enghouse Interactive Communications Center (EICC) private cloud platform, Simplicity Cloud features the Avaya IP Office suite and addresses end users’ UC business needs in the following areas:

  1. Security.  The hosted Avaya IP Office solution works with a specific phone set protocol that allows customer-side VPN phones/softphones to tunnel through a secure gateway (only the phone set protocol can tunnel through), making it a good fit for healthcare, finance, education and other regulated industries.
  2. Performance. One of the biggest advantages of operating in a cloud environment is that every time customers connect, they’re accessing the latest software, drivers, and firmware. Gone are the days of taking down the system to perform updates. An added bonus of the private cloud environment is guaranteed uptime and more competitive service level agreements (SLAs). Additionally, customers can integrate their UC apps (e.g. voice, mobility, video, presence, contact center, conferencing) with back office systems such as CRM and route accounting.
  3. Management. Another key differentiator of selling Simplicity Cloud on the EICC private cloud is that it is a completely managed private cloud solution, so the customer — and the reseller — can be completely hands off with regard to management (unless there is integration to the customer’s back office systems).

In today’s competitive IT landscape, resellers can’t afford to distinguish themselves on price alone; they have to compete on value. And, one of the biggest values an IT solution provider can offer its customers is a comprehensive solution for their IT needs. VARs that move beyond IT basics (e.g. email, network security, backup) and add contact center, telco lines and minutes, and network bandwidth services — all with guaranteed service levels — create a noticeable differentiator among their competitors and closer, more profitable, relationships with their customers. Click here to learn more