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Bil Moore

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Strategic Products & Services (SPS)

419 points

I am a Solutions Consultant for Strategic Products & Services (SPS). I help businesses become more successful by working with them to define their problems and then recommend appropriate solutions that help reduce expenses and increase operational efficiency.

I am a ...

I am a Solutions Consultant for Strategic Products & Services (SPS). I help businesses become more successful by working with them to define their problems and then recommend appropriate solutions that help reduce expenses and increase operational efficiency.

I am a frequent speaker at several venues (both tech and non-tech related) and am the President of the Capital Area IT Council, a group of 75 companies that help IT firms grow through a combination of mindshare, employee recruitment and employee training.

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WEB: Personal Website

Bil Moore and 4 other people answered this question

March 28, 2011

Do you really think that a "Call Center" is the same thing as a "Contact Center"??

These should definitely not be used interchangeably.
Call centers are just what it sounds like... a center to take or make calls.
Contact center is a relatively new term in the past 2-3 years. How many ways do your customers contact you? Call, fax, email, ... more

Contact Centers

Social Media Channels

Bil Moore and 5 other people answered this question

Dec. 20, 2010

Is Youtube a viable channel for b2b marketing?

Youtube for business works. I was losing a deal with a school district that would potentially put the kids in harm's way. I recorded a video outlining the potential hazards and sent it 14 people in the school district.
The next day, we had some very ... more

Video Marketing

Bil Moore and 4 other people answered this question

Dec. 1, 2010

Best Practices for Integrating Unified Communications in a Call Center?

If you're truly unifying communications, it will be a "contact center" instead of a "call center". What's the difference? In today's contact centers, agents are communicating with voice, video, and chat. Some early adopters are also communicating via Facebook, Twitter, and text messaging. And who ... more

General Management

Information Technology

Bil Moore and 10 other people answered this question

Nov. 24, 2010

Mike,
I work for a reseller and have experience with all the platforms that have been discussed.
The three manufacturers you mentioned are at the top of the pack with Avaya and Cisco well ahead of everybody else according to Gartner. Both of them have solutions that ... more

Information Technology

Telecommunciations

Bil Moore recommends this answer by Derek Roush

Oct. 20, 2010

My customer is asking me to replace their switch telephone system that is not working well. Thoughts?

Hi Louis,
I would have to agree with Dave. I have done many, many comparisons for my clients (Premise Based PBX, Hosted PBX, Premise Based w/ Managed Service, etc.) and Premise Based PBX has come out with a considerable lower TCO in as little as 3-5 ... more

Information Technology

Bil Moore and 8 other people answered this question

Oct. 20, 2010

What's the biggest change in sales over the last 10 years?

How have sales changed in the last 10 years?
It comes down to four things:
1. If you're viewed as selling commodities, you're doomed. They can get those off the internet for less money because price shopping is so much easier with a quick Google search. Provide ... more

Sales Management

Sales Operations

Bil Moore and 2 other people answered this question

Oct. 20, 2010

What is your opinion on sales training?

I've had sales jobs where the first day was literally "here's your office, there's your phone, there's the phone book, and here are a few old customer files." Absolutely zero training. In 20 years of being in business, over 90% of their salespeople lasted less ... more

General Management

Sales Representatives

Bil Moore and 34 other people answered this question

Oct. 20, 2010

CRM adoption: How do you get sales reps to use your CRM system?

You'll never get 100% compliance... it's a myth.
Many times, a CRM is a hindrance to the sales process. A salesperson will make a 60-second call then is expected to spend 3-5 minutes putting notes into a system. High performers will either do the exact minimum ... more

Bil Moore and 3 other people answered this question

Oct. 20, 2010

We want to launch an inside sales team-what are the things we should be thinking about?

Inside sales involves a very different skillset than outside sales. I would agree with Kendra that you need to define how those two groups will either compete with or enhance each other.
These are tricky waters to navigate as many inside sales organizations are simply account ... more

Inside Sales Reps

Inside Sales Team

Bil Moore and 5 other people answered this question

Oct. 20, 2010

You have a $1 to spend on development, do you allocate it to your sales reps or your sales mgt team

It depends on what you're trying to accomplish. Based on your desired outcome, it could be either one... or split it between the two. more

Sales Management

Sales Managements Impact

Bil Moore and 1 other person answered this question

July 22, 2010

Focus Research Insight: Why On-Premise buyers emphasize Vendor Background more than Hosted Buyers?

A hosted solution is exactly the same technology as an on-premise solution... except the processor, switch, or server (whatever terminology you want to use) lives off-site. You still need a call processor somewhere. I think most end-users don't grasp that concept and believe it's something ... more

Information Technology

Focus Research Insight

Bil Moore and 7 other people answered this question

July 11, 2010

Unified Communications: do users really need what vendors are selling?

Most people see UC (Unified Communications) and think VoIP. They aren't one and the same, although UC is infinitely more difficult without IP capability in place.
Companies are downsizing, or at least right-sizing. They're trying to do more with fewer people. They'll continue to look at ... more

Information Technology

Integrated Communications

Bil Moore and 4 other people answered this question

March 30, 2010

Are you really saving that much on telephony costs by using VoIP?

I would agree with Todd. I live in Michigan and, as we all know, people in this state are not throwing away money on technology for the sake of technology. They're only making changes that affect their bottom line.
Over 90% of the companies I work ... more

Information Technology

Bil Moore recommends this answer by Scott Albro

Jan. 26, 2010

What is the market share of the top IP PBX brands?

Most analysts see market share as follows:
1. Cisco
2. Avaya
3. Nortel
4. NEC
5. Mitel
There are a couple of interesting dynamics to make note of though. First, if you combine Avaya and Nortel, they are now the market share leader. Second, a lot of this depends on what ... more

Bil Moore and 9 other people answered this question

Jan. 20, 2010

Focus Research Insight: If you're thinking about purchasing a technology, what do you see as the biggest risk in sticking with what you already have?

In my 28 years of technology usage (starting at age 12), the one thing I have determined is "all technology is interim technology." Companies and individuals get caught up in the in the misconception that because they have bought something in the past, it should ... more

Information Technology

Bil Moore recommends this comment by Donald Todd

Dec. 28, 2009

"Business-class" IP telephony: which vendors "get it" and which ones don't?

I am responding as a former ROLM/IBM systems engineer and a former Siemens inside sales rep.
I have watched Nortel Networks go broke and be purchased by Avaya in a competition with Siemens. I watched Siemens' marketshare shrink significantly over the past several years, which ... more

Information Technology

Bil Moore and 1 other person commented on a brief

Nov. 30, 2009

Does a Hosted PBX Make Sense for Your Business Phone System?

Michael,
I don't think this research paper presents both sides of the argument... namely "hosted vs. on-premise". Both have benefits and drawbacks but this paper didn't mention on-premise. It also didn't talk about business benefits that can be realized from a new communications system.
It may have ... more

Information Technology

Bil Moore recommends this comment by Robert Keller

Nov. 9, 2009

Is Skype a viable option for large call centers?

To put is simply... PSTN-There is no substitute.
Having said that, I tend to look at this from a different angle. For the immediate future copper is king and as long as you base your Telephony from that starting point I see no reason not ... more

Information Technology

Bil Moore and 19 other people answered this question

Nov. 3, 2009

What are some of the best small business pbx phone systems?

As a consultant, I typically see the following brands:
Avaya
Cisco
Mitel/InterTel
Nortel (although they have been purchased by Avaya, so steer clear of new purchases)
ShoreTel
That about wraps it up. I do see the odd Panasonic, Fujitsu, Toshiba, NEC... but those are such a small percentage of the market... more

Information Technology

Bil Moore and 1 other person answered this question

Nov. 3, 2009

What prices should I expect for a hosted pbx phone system (5-10 employees)?

As with everything, the devil is in the details.
Determine your needs up front: you said "just need basic functionality" which means that a hosted solution may be too complex or you may be paying for extra features that you don't use.
Second, determine your tolerance ... more

Information Technology

Bil Moore recommends this comment by Cathy Fragola

Aug. 31, 2009

Sales Call Introduction

Essentially Wendy is recommending a "pattern interrupt" which will make the call more effective but only if the person making the call has had sufficient practice with alternative phrases or positioning suggestions. more

Bil Moore recommends this comment by Richard Campos

Aug. 31, 2009

Small business and the economy

I'd agree with Brian on this and add that the relationships that are developed between supplier and client are paramount. The positive experience gets new leads, brings referrals and generates income.
It is a difficult path to walk in recession but if the customer service ... more

Bil Moore recommends this answer by The Focus Unified Communications Specialist Team

Aug. 31, 2009

I have all Nortel equipment. If Nortel goes out of business, how will that effect my investment?

Nortel filed for Chapter 11 bankruptcy in the beginning of 2009. Nortel has a channel and support chain that will be able to maintain its gear in the future so you will likely be able to manage support contracts on existing equipment. more

Bil Moore recommends this comment by Daniele Cardesi

Aug. 31, 2009

What’s the scoop with “free” VoIP?

As wrote by other specialists, the business of free voip services isn't a concrete business but a way to promote parallel and linked services/products.
I did an experience in 2005 with a free voip service that was only a cost, but, with this instrument I have ... more

Bil Moore and 5 other people answered this question

Aug. 27, 2009

How can I motivate a young sales team?

I agree with HK that Gen Y is a more mobile generation, but I don't agree that what motivates them is different than what motivates other generations.
We have young salespeople working for us who are every bit as loyal as their older counterparts; loyalty given ... more

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