Diamond Technology Services

Business Communications Technology Consulting

Technology Expertise

There are myriad technologies, architectures and approaches available in the current communications marketplace. With each passing day the choices, confusion and complexity grow. Working with the experienced professionals at DTS will relieve the stress and uncertainty of trying to identify the right solutions for your organization.
 

Architecture Considerations – Cloud, Hybrid Cloud, Hosted, Premise; which is best for me?

It’s no surprise that cloud computing has grown in popularity as much as it has, as its allure and promise offer newfound flexibility for enterprises, everything from saving time and money to improving agility and scalability. On the other hand, on premise software – installed on a company’s own servers and behind its firewall – was the only offering for organizations for a long time and may continue to adequately serve your business needs (think, “if it ain’t broke then don’t fix it”).   Additionally, on premise applications are reliable, secure, and allow enterprises to maintain a level of control that the cloud often cannot.   What is the best communications technology architecture for your company?  DTS can help you decide by providing you the information to make an informed decision.  We give consideration to the following items and many more:

  1. Security – Cloud Vs your Premise – which is the most secure and what are the costs?
  2. Compliance – Many companies these days operate under some form of regulatory control. The most common ones are the Health Insurance Portability and Accountability Act (HIPAA) and (FERPA) Family Educational Rights and Privacy Act. How will you insure you comply with the laws?
  3. Cost – Do you know what each solotion will actually cost? DTS can provide a detailed multi-year cash flow analysis of your situation for each type of solution.
  4. Business Continuity – How will you deal with unforeseen event to keep your business going
  5. 911 Compliance – What happens when there is an emergency? How will you comply with  Kari’s Law and Section 506 of RAY BAUM’S Act?
  6. Remote Workers – How can these workers be seamlessly integrated into the enterprise?

 

Unified Communications

Voice and video, messaging and mobility, IM and conferencing all with “presence awareness”. The emerging world of Unified Communications, while highly touted, is often poorly understood. UC and collaboration applications promise new technology and business benefits that are radically different from traditional PBXs. Let us help you navigate this dynamic landscape and dodge the pitfalls that may await you with guidance from our team of experts.
 

Wireless and Mobility

Wireless networks and mobile devices have enabled an individual and organizational agility that fundamentally changes the way we live and work. Moving beyond the basic capabilities of voice and e-mail into more advanced mobility solutions represents both opportunity and challenge. At the same time, containing cost, ensuring acceptable use, securing organizational assets and proprietary information, and managing exposure and liability have been exploding areas of concern for many businesses. DTS can assist you in exploring new applications for mobile technology and help you develop the proper policies and mobile device management (MDM) practices that will serve to control the spiraling costs and protect you from unnecessary risk.

 

911 Compliance

In August 2019, the FCC adopted rules to implement Kari’s Law and Section 506 of RAY BAUM’S Act in an effort to provide Americans with quicker access to 911 services. On February 16, 2020, these statutes became applicable to businesses operating MLTS.  Here are some of the important issues:

  • How does the direct dialing and notification requirements of Kari’s Law apply to my company?
  • How does the dispatchable location rules apply to my company’s non-fixed MLTS devices, hosted VoIP, and remote workers?
  • How does the grandfathering clause in the FCC’s Report and Order apply?
  • How does the federal legislations apply in states that already passed 911 MLTS regulations?

You may wonder: how do these rules impact my enterprise? 

Don’t go it alone.  This all sounds like a lot (and in some ways it is), but we can help you manage your company’s legal obligations effectively.   Our 911 experts will help you support your business’s 911 calling needs and find the services your business needs to comply with the laws.

 

Call center/contact center

The wireless and Internet-enabled world has transformed the traditional call center into a multi-media, bi-directional customer interaction experience that involves not only phone calls but email, IM, chat, text messaging, and more. In today’s contact center you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. Our proven track record of leveraging the right technology to drive the required business results will ease your burden and ensure satisfaction for both your internal and external customers.

 

Customer self-service/Interactive Voice Response (IVR)

Automating contact center services and transactions that formerly required live agent assistance can help businesses lower costs while delivering superior customer service. The success of your customer self-service applications hinges on proper understanding of business processes and workflow as well as the technology that will automate them. DTS maintains a focused practice in this area led by the most experienced and knowledgeable consultants and solution design experts.