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It’s a wrap: a look back at 2021

16 déc. 2021

As we prepare for 2022, it is an excellent time to reflect on 2021 within the Enreach for Service Providers community and the implications for next year. Against a backdrop of continuing global challenges, our partners not only survived but thrived, helping their customers to carry on working and communicating, even during difficult times. At Enreach for Service Providers, we evolved and grew, too, with new partners joining us and multiple milestones that directly benefit them and their users.

We added to our portfolio with new solutions, features and devices. These include Meetings, our own Enreach video collaboration service, which, as it is web-based, makes it easy for anyone to use without needing to download specialist software. In addition, we enhanced myIstra, our UC desktop and web app that gives users a single place from which to control their phone services and more. It is also a gateway to offer advanced, flexible and intuitive collaboration, including CRM integration and embedded contact centre functionality.

Another landmark is our integration with Microsoft Teams even adding FMC to it, enabling partners to give their customers more choice while also improving the telephony functionality of the app. We have also expanded our collaboration with some of the world’s leading device providers, including Yealink, Poly, Snom, Grandstream, Alcatel-Lucent, Fanvil.

Contact centre functionality

Embedded contact centre-style features have been introduced and enable our partners to start offering their customers a more comprehensive range of services. Over the past couple of years, we have seen the rise of what is sometimes referred to as the ‘casual contact centre’, giving SMEs access to improved customer service without investing in dedicated contact centre solutions.

How we help our partners has evolved, too, including sales kits, a partner brand guide, training and webinars, support documentation, and plug-in packages to speed up the importation of interoperable devices.

Staying with the same

In a year of change, some things remained the same and will continue to do so, including our belief that our partners own the relationship and contract with their customers, and we offer a range of white-label options. Furthermore, we seek ways to help service providers differentiate themselves in an increasingly competitive market. So, customisation is a priority and an opportunity for service providers to shine in a market where some vendors are becoming ubiquitous in their offerings.

Our focus on mobility approach remains the same, and across the past couple of years, we have witnessed the growth of smartphones becoming a primary tool for business. We have long been a ‘mobile first’ pioneer, and in 2022, we will build on that even further, helping people have a consistent work experience from anywhere.

2021 was a big year for the whole Enreach group, with further acquisitions and integrations, as part of its buy-and-build strategy to integrate best-of-breed technologies and roll them out to market rapidly and effectively. We have 300 R&D colleagues all working hard in the background, and in 2022, we will have some big news we look forward to sharing with you soon.

In the meantime, I would like to thank our community for a successful 2021 and congratulate everyone — service providers, vendor partners and the Enreach team — for a job well done. Here’s to a great New Year.