Cloud Acronyms – Clearing the Air

Posted on April 9, 2013 by Dawn Fisher Configuration Specialist ACA APSS. Posted in Controlling the Chaos | Leave a comment.

There is a new offering taking the business communications world by storm and it’s called cloud computing. Let’s try to make some sense of a few of the acronyms tossed about in that market space today. There are three services in particular that we will address.

First, know that the “a-a-s” portion of all the cloud acronyms is short for “as a service” which essentially means you are renting various blends of hardware and software, rather than buying and installing computing resources on your premises. Your IT management responsibilities will vary accordingly. The first letter(s) will always refer to the delivery component your business receives from the provider.

IaaS: I is for Infrastructure – think Network Architects

PaaS: P is for Platform – think Application Developers

SaaS: S is for Software – think End-Users

IaaS
In this scenario you don’t have to buy and maintain any servers, hard drives or other hardware. The provider houses all the network equipment, giving you storage and fully scalable resources as needed. Yes, you’re renting a data Center that has all the power, broadband and hardware, BUT you put all the required platforms on your “virtual” machine. You manage the Applications, Data, O/S, middleware, etc. as well as govern and monitor usage. With IaaS there is still significant overhead on your end.

PaaS
In addition to the infrastructure layer provided by IaaS, this service gives your application developers tools and hooks so they can develop mobile apps, websites, or database integration, for example. You run existing applications or build and test new ones on the platform they provide. You manage the applications and Data, but don’t have to provision and manage high level platform developers and website administrators.

SaaS
You don’t provide or manage any hardware or software yourself. The provider determines how many resources such as servers, virtual machines and other network equipment as well as software your employees need for full business functionality. Your employees simply point a browser from their workstation to use an application-like Gmail or Salesforce.com, for instance.

You choose the service or a hybrid of services according to your monthly operating budget and provider specifications. Keep in mind these are very general descriptions and often times there is no “pure” package that will neatly meet your particular needs.  The lines can and probably will get blurry. But the definitions above will hopefully give you a baseline understanding.

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The Cloud and Mobility Part 3 of 3

Posted on March 20, 2013 by Michael Paul Senior Manager. Posted in Controlling the Chaos | Leave a comment.

Getting All Devices on Board

 

So far we covered in Part 1, an introduction to Cloud technology and Part 2, how cloud and mobile technologies have collided to form a more robust end user experience.  In this entry we will go over how hardware is also affecting the two technologies.  As the cloud trend moves forward it is also clear that these end users want to choose what mobile devices they use (Enter: BYOD).

Proprietary devices and limiting choices are not a way forward; instead, communication platforms need to support a wide array of smart phones and tablets. These should include not only Windows devices and Android, but iOS devices as well. Having a thin client strategy is the way forward. Services such as Google Apps, integrated with unified communication features, provide users with a new level of usability. Users can dial directly from an email; see presence information of a colleague or share a spreadsheet while on a call; wherever they are or whatever the device they’re using-it doesn’t matter because they are all connected to the same cloud service.

Cloud technology working hand in hand with mobility has moved communications within a business into the hands of the end users giving them more versatility, connectivity, and choices.

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The Cloud and Mobility Part 2 of 3

Posted on March 6, 2013 by Michael Paul Senior Manager. Posted in Controlling the Chaos | Leave a comment.

From Emergence to Maturity

In my last entry I discussed at a high level how cloud technology and mobility are related.  In the next two parts of this series I will briefly discuss some integrations that are now possible with these innovative technologies.

When the cloud trend began it was intended to improve corporate infrastructure and increase internal efficiencies. However, we weren’t seeing the effects on the end user side. For businesses to see an ROI in cloud technology it would have to begin to affect user experience and therefore their customers. This meant enabling mobile device access to corporate applications in the same way that they are accessible to users who are “hardwired”. This would be key for the decision makers who were interested in implementing cloud technology.

As a result, many tablet and smartphone features now focus on the enterprise communication tools such as the PBX, conferencing systems as well as UC functionality like presence and instant messaging.  Mutually, the mobile experience needs the cloud capabilities to enable a true mobile experience.

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The Cloud and Mobility Part 1 of 3

Posted on February 20, 2013 by Michael Paul Senior Manager. Posted in Controlling the Chaos | Leave a comment.

The Overview

It has become clear that the cloud in all its various forms has made an impact and it will continue to influence business decisions with regard to communication strategies for many years to come. In particular, I have observed two different solutions moving toward each other like two storms: Cloud technology and mobile technology (AKA, Mobility). Mobility has been a theme for a while now and many in the communications industry hoped it would make Unified Communications, in general, more interesting to invest in than fixed solutions. Instead, mobility and UC have collided like a nuclear reaction creating both a heightened user interest AND exciting technological innovation in the cloud.

This cloud evolution is actually accelerating at lightning speed because ubiquitous mobile devices like smart phones and tablets need something to connect them to the enterprise. Cloud services like Google Apps and others also enable mobile users to become truly efficient and versatile, thus making the business case for mobile technology as a valuable resource in the enterprise. Cloud and mobile technologies are two symbiotic advances that allow access to tools that in the past required a well-equipped laptop; but by moving intelligence away from the desktop all you need is access to the Internet, and you are ready to go. This is the first part of a three part blog series.  Stay tuned for more info and insights on how the cloud and mobility are affecting the end user experience.

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Buying From the Grey Market – Is It Worth the Risk?

Posted on January 29, 2013 by Dawn Fisher Configuration Specialist ACA APSS. Posted in Controlling the Chaos | Leave a comment.

By definition, a Grey Market is the trade of a commodity through distribution channels which, while legal, are unofficial, unauthorized, or unintended by the original manufacturer.

Grey Market goods are often:

  • Used equipment misrepresented as new
  • Stolen equipment
  • Software that is not properly licensed by the manufacturer
  • Not sold in original packaging
  • Products that do not carry manufacturer warranty
  • Sold without any instructions

Recently, increased attention has been placed on the legality of Grey Market trade throughout the world. Depending on the country or region and its individual laws and trade regulations, Grey Market trade can be unlawful, if not banned altogether.

Most manufacturers will not support, install, certify, maintain, warrant or place grey market products under service agreements. If such a product causes a system failure, the failure will not be covered by a warranty or an existing contract. Unfortunately, in the case of grey market sales, consumers may not know that the product has been diverted through unauthorized means, potentially creating issues with warranties and returns.

In today’s environment, Intellectual Property is central to the value proposition of many manufacturers and authorized resellers.   It’s not just about the hardware components anymore, most technology platforms are software based now. Manufacturers are developing new blocking application technologies to protect their intellectual property, especially with regard to software service packs and maintenance releases.

As an authorized reseller G3 encourages our clients to consult us prior to any product purchases. If you have any concerns or questions about grey market materials please contact your sales representative.

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Get More Out Of Technology You Already Have

Posted on January 3, 2013 by Christie Collier. Posted in Controlling the Chaos | Leave a comment.


It’s so simple that it’s almost cliché.  The easiest and quickest way to get more out of the technology you’re using today (that you already invested in by the way) is to go back and learn how to use it.

Here’s why – the first time you learned how to use that new pc-based phone or new software at work, you were overwhelmed just learning the basics.  Maybe you were in hurry to get it over with; after all, not a lot of people like learning a new tool.  Or perhaps you were that person in the class who kept playing with that one neat feature instead of paying more attention.  Well – you’re not alone.  According to Psychotactics.com, most of us only retain about 5% to 30% of what we learn depending on how the information is presented to us. So, all of those extra, time-saving features and tools didn’t really sink in.

We’ve found this to be very true with G3 customers; most end-users aren’t using the technology they already have to its fullest potential.  Not only does this not leverage the investment that’s already been made, but it also prevents you from being more productive for ….well for as long as you use it.  After end users master the basics (at least 3 months post implementation) organizations can provide additional training, allowing their employees to pick up all of those extra features that they missed the first time.

I attended a brush-up-your skills session last week and learned about 30 new things about my softclient (and I WORK at a business communications company!).  So do a little digging and get more out of the technology you already have: talk to your supervisor, look for videos on-line, even read the help section.  After that tackle your cell phone or your iPad or your DV Recorder; you will be surprised at how much you learn that makes your life easier.

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Civility in a Digital Age

Posted on December 11, 2012 by Nancy Beaudway Inside Sales Representative. Posted in Controlling the Chaos | Leave a comment.

Having recently survived a Presidential election made me pause to think about the lack of civility that Americans are willing to tolerate. These thoughts led to observations in general about civility and in particular about civility in our digital age. The realm of politics is just the tip of the uncivil iceberg. With today’s 24/7 news cycles, reality T.V., social networking and email communications it becomes ever more important to be aware of using care when communicating in a non face-to-face environment.

Today’s age of digital communications and social media brings the advantage of connectivity and immediacy, but it also brings some distinct challenges. According to recent research published in the Journal of Personality and Social Psychology email recipients only have a 50/50 chance of correctly interpreting the tone of any given email message. Yet email recipients believe that they have correctly ascertained what the sender meant 90 percent of the time. It is likely that many email wars have been launched thanks to misinterpretation. Since there is no eye contact, no inflection, and no body language, it is up to the recipient to “decode” the message.

There are some important things to keep in mind when communicating via email.

When not to use email:

  • If you are irritated, angry, hurt, or confused.
  • If something is very complicated.
  • If you are trying to correct a misunderstanding.
  • If you are going to vent.
  • If you are delivering bad news.
  • If your objective is to avoid talking to someone.

Best uses for email:

  • If you need to share documents.
  • If you need to send an invitation to an event.
  • To clarify and document a question.
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Disaster Recovery Plan: Are You Ready?

Posted on November 9, 2012 by Amanda Miller Account Executive. Posted in Controlling the Chaos | Leave a comment.

 

Hurricanes, tornadoes, and winter storms can all wreak havoc on businesses.  We’ve all seen it on the news multiple times… what about your business, do you have a plan?  I recently read an article written by Mark Fletcher, ENP from Avaya (Read Here).  He discussed how power disruptions from Hurricane Sandy caused power to be lost in the area where he lives and sited his top 5 things that are often forgotten in Disaster Recovery plans.  I think his ideas are great but I’d like to add a few more.

 

  • Putting a plan in place: In light of world events, most organizations are creating a Disaster Recovery Environment.   If you do not have one in place, you need to.   However, it is not something you can just put in place and forget.   It is imperative that you monitor and do a health check on your DR Environment to ensure that it will meet expectations should the time come when you need to rely on it.
  • Communicating with employees:  Have you designated a chain of command should a disaster strike?    It is important that you have an outlined plan in place.  It is recommended that you review this plan with your employees at least every 6 months to ensure that the Disaster Recovery Team has a clear understanding of what to do in case of an emergency. It is suggested to have a top 5 list of employees who can mobilize the rest of the workforce.  Have their home and cell phone numbers and personal email addresses also on file for easy access.
  • Communicating with customers: Today’s world allows us to communicate with our clients via multiple channels. In a disaster scenario, this could have the potential to create chaos in an already chaotic environment.  If your business were to experience a disaster, do you have a clear game plan to reach your clients?  You want a clear concise message that can be delivered so that your clients can understand what has occurred and know how to reach you. Social media is a great way to communication while doing little PR. However, you do not want multiple people from your organization tweeting, posting, etc. different messages and confusing your clients, make sure this is clear to your employees.
  • Helping others: On a more personal note I feel businesses have a responsibility to help employees affected personally by these disasters. It’s important that everyone get back on their feet and back to work, as quickly as possible. Companies can assist affected employees financially or even physically by mobilizing other employees to help.  Think about ways your business can give back and then act upon it.

 

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“911, What’s Your Emergency?”

Posted on October 19, 2012 by Pete DiPaola CEO G3 Technology Partners. Posted in Controlling the Chaos | Leave a comment.

Technology and 911

There is something wonderful about how technology is always advancing; devices are smaller, communication speeds are faster and phones are smarter. Something to consider though, is how these advancements affect 911 calls and the responses to 911 calls.

A call is placed from one of the advanced, smaller, smarter phones and it’s promptly received at a 911 dispatch center. But what information from the 911 call from a cell phone is provided to first responders? A 911 call from a cell phone simply provides the dispatcher with the street address where the user is located. This is valuable information, if you are calling from a specific site, but it’s not nearly enough information if you are calling from a high rise, a large apartment community or an airport. The call details don’t include floor levels, apartment numbers or more specific, granular information for the dispatcher. If the user is unable to speak, passes out, or happens to be cut-off, this lack of information can create a huge issue in locating the caller. A recent USA Today study reports that 30-50% of all 911 calls come from cell devices; clearly this is an important issue.

There are all kinds of new technology that businesses take advantage of today that can also impact 911 calls. Technologies like VoIP that allow users to work remotely; results in calls from a ‘business location’ recorded to 911 actually coming from someone’s home office. This creates an obvious problem. Another advanced technology allows mobile or wireless devices to be transported between buildings and campuses with no ability to pinpoint their location, this can cause havoc to 911 operators leaving a common question, “where are you exactly?” And a very popular trend, SIP Trunking (bringing all of the lines to the core of an enterprise solution), can save companies thousands or millions of dollars, but this trend also brings to the forefront the natural question of how to deal with the “edge locations” and its impact on 911.

As these issues continue to present themselves to businesses, changes to their enterprise architecture need to be made. As with most situations, there are solutions available to remedy these gaps in technology. Not having the proper technology to make that very important call to 911 can be a matter of life and death.

Learn more about E911 and the life saving technology available, today!

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Are You Listening? Five Tips for Effective Listening

Posted on September 5, 2012 by Nancy Beaudway Inside Sales Representative. Posted in Controlling the Chaos | Leave a comment.

There are many skills associated with providing customer service, but effective listening skills can be the difference between providing the expected level of customer service and providing superior customer service. Listening closely to customer requests, and asking pertinent questions in an effort to truly understand those requests, will result in a higher level of customer satisfaction. Here are five tips for effective listening.

#1 Focus

When speaking with a client it is so important to completely focus on the conversation and give your full attention to the speaker. This can prove to be extremely difficult when we often work in an environment where we are surrounded by distractions and interruptions. You must put aside any distracting thoughts that will inhibit your ability to pay attention to your client’s request. Avoid being distracted by environmental factors such as email and other conversations taking place around you. Simply turning your chair or closing your eyes can sometimes help block those distractions.

Your brain is working at a faster rate than the speaker’s voice which makes it easy to leave the speaker behind. It’s tempting to be preparing what you will say next while the speaker is still speaking however this can result in your drawing inaccurate conclusions.

#2 Paraphrase

Paraphrase your customer’s request in order to ensure that you’ve completely understood what they need. Rewording and paraphrasing a request will often uncover a misinterpretation of the actual request. Particularly in a discussion about specific applications it is extremely important that everyone is on the same page.

#3 Don’t Interrupt

Never interrupt when a customer is explaining to you what they need. No matter how tempting it may be to jump in when you feel that you have the perfect solution you must wait until they have had the opportunity to complete their thought. Once someone is interrupted it is very difficult to resume where they left off.  If you must interrupt only do so in an effort to ensure that you understand what the speaker is conveying.  A rule of thumb is to listen 75% of the time and speak 25%.

#4 Ask Questions

Don’t be afraid to ask questions. Asking questions will not only assist you in clarifying the speakers request but may also open up a dialogue about options that the speaker may not have previously considered. If you are confused or unclear about the client’s request asking questions can serve to make clear the issue that needs to be resolved.

#5 Take Notes

After a detailed conversation it is often difficult to accurately recall the client’s request and all of the supporting reasons for that request. Taking notes will greatly assist in accurately recalling the conversation. Sending a summary of those notes to the requestor is one more step in ensuring the accuracy of the request.

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