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Speaking with customers is always a great way to get feedback. The PM team at AudioCodes does this regularly. Avi Grabinsky who is already well known on the AudioCodes blog was kind enough to invite me to join one such virtual meeting. The result of that meeting is this first customer interview on our blog. The interview is with Michael Williams who is a Technical Consultant for Nexus Open Systems. Nexus is an AudioCodes partner using our SBC Wizard as part of their installation and maintenance process for their customers. It was interesting to hear Michael’s view on this tool.
Michael, for our readers who are not familiar with Nexus Open Systems, can you tell us what the company is all about?
Nexus Open Systems delivers IT solutions, software, websites and support services to companies and organisations of all sizes that require true technical expertise to meet their goals. Established in 1998, the company has two offices, incorporating a digital media studio and a hi-tech IT Training and Exam Centre, in Exeter the heart of South West England.
We are a networks and technology solutions company working throughout the UK and beyond. 15 years old, we have 75 staff encompassing a team of 40 engineers and developers.
Nexus has been involved with the Microsoft Lync product since its inception and amongst our 18 Microsoft competencies we hold the Gold Communications competency which relates to the Lync product set. This is testament to our ability to consult, install and support Lync solutions. For 2014 our goal is to become a Premier Lync Support Partner and our software development team are developing a Lync application which will go to market in 2015.
We have strategic relationships with key vendors within the Lync Ecosystem including: Microsoft, AudioCodes (Silver Partner), Mitel (Gold Partner), Dell (Premier Partner), VMware (Enterprise Solutions Partner) and Jabra (Gold Partner).
In the segment of Microsoft Lync who are your prime customers and what segments do you cater for?
Nexus works primarily with medium to large enterprise clients with regards to Lync, with on-premise deployments making up the majority of our current projects.
We are not confined to any organisation segments and work across all verticals, including professional services, public sector, education, non-profit and general industries.
Where do you see AudioCodes products playing a role in Lync environments?
AudioCodes form a core part of our Lync environment offerings, both in terms of gateways and also handsets. We build our solutions primarily around the AudioCodes product set and then bring in other elements from the Lync ecosystem.
You have been an early adopter of the AudioCodes SBC Wizard. What did you find as the key benefits of this tool and how was life before it?
The SBC Wizard helps us reduce the amount of time needed to setup an SBC: as the wizard applies the most common settings, it saves around an hour and a half per SBC.
Before the SBC Wizard we would have to configure all the basic settings that are needed manually. This can be very tedious and time-consuming. Moreover, previously when we did the configuration manually there were configuration errors. If we were lucky, those errors were discovered on the spot as part of the configuration process and then we had to spend some time figuring out the errors and fixing them. In the harder cases, errors were discovered after deployment when users were already using the network and some scenarios weren’t running well. Such cases are more of a problem because they involve bad customer experience. Therefore, using the wizard not only saves us time but helps us improve our customers’ experience.
You have several Unified Communications partners. How do you handle cases of multi-vendor sites and do you use AudioCodes products to support these environments?
Our engineers have the expertise to be able to integrate Lync together with AudioCodes devices within multi-vendor sites. Microsoft Lync and AudioCodes are our prime focus for Unified Communications; alternative solutions play a much smaller role in this part of our portfolio.
What do you see as the future direction and growth areas for Nexus?
Nexus is increasingly moving into the large business and enterprise sector. With regard to voice, we are currently developing this segment of the market and are driving it through a direct and reseller channel pre-sales and consultancy regarding Microsoft Lync and AudioCodes gateways.
I think the technology that will have the biggest impact in the communications market will be SIP trunks. They allow our customers to reduce costs and improve disaster recovery options.
If you are interested in sharing your experience with AudioCodes products in an interview on this blog please send me a note.