April 28, 2026

Ray Pasquale - Founder, CEO and President of Unified Office

Ray Pasquale - Founder, CEO and President of Unified Office

Ray Pasquale is the President and CEO of Unified Office. He has spent the last 25+ years as an award-winning entrepreneurial technology professional within emerging technology companies, including DEC, Cascade Communications, Ascend Communications,...

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Ray Pasquale is the President and CEO of Unified Office.

He has spent the last 25+ years as an award-winning entrepreneurial technology professional within emerging technology companies, including DEC, Cascade Communications, Ascend Communications, Lucent and Sonus Networks.

In 2010, Ray founded Unified Office, an AI driven company which is disrupting business communications by pairing voice with data analytics, and making the phone system a profit center.

Winning Business Radio is broadcast live Mondays at 4PM ET and Music on W4CY Radio (www.w4cy.com) part of Talk 4 Radio (www.talk4radio.com) on the Talk 4 Media Network (www.talk4media.com). Winning Business Radio is viewed on Talk 4 TV (www.talk4tv.com).

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WEBVTT

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The topics and opinions expressed in the following show are

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solely those of the hosts and their guests, and not

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should be directed to those show hosts. Thank you for

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choosing W FOURCY Radio.

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Churchill said, those who failed to learn from history are

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condemned to repeat it. Kevin helen n believes that certainly

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applies to business. Welcome to Winning Business Radio here at

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W four CY Radio. That's W four cy dot com

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and now your host, Kevin Helenn.

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Thanks for joining in again today.

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I'm Kevin Hallanan and welcome back to Winning Business TV

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and Radio on W four cy dot com. We are

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streaming live on talkfour tv dot com. That's the number four,

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in addition to live on Facebook and that's at Winning

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Business Radio and of course at YouTube on our channel,

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and we available in podcast after the live show wherever

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you get that content again, YouTube, iHeartRadio, Spotify, Apple Again,

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wherever you like to go. The mission of winning business

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radio and TV, as regular viewers and listeners know, is

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to offer insights and advice to help people avoid the

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mistakes of others, right to learn best practices, the how tos,

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the what toos, the what not tos, to be challenged

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and hopefully to be inspired by the successes of others. Consultants, coaches, advisors, authors,

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founders and owners, entrepreneurs, people with expertise. Well, every successful

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person I've ever had a chance to talk to is

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had some form of failure in their lives and careers.

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So while we all have to keep our knee skin

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once in a while, I'm driven to keep those scrapes

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from needing major surgery. Let's endeavor to learn from history

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so we don't repeat it. I've spent the better part

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of my career equipping businesses to grow from solopreneurs to

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small and medium sized companies all the way up to

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the Fortune fifty, and I've seen some of those companies win,

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and to varying degrees, i've seen some of them fail.

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I've had the opportunity to rub elbows with some of

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the highest performing people around in with some who probably

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should have found other professions and my own businesses. I've

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had lots of success, but some failures too, and I

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like to think I've learned a lot from those experiences.

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So sure you're going to hear from me, but mostly

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you can hear from our guests, those experts, consultants, coaches, advisors, authors,

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founders and owners and entrepreneurs. And today's no exception. Today

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my returning guest is rapist Quality, entrepreneur, founder and president.

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And here's his bio. Rapist Quality is the president and

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CEO of Unified Office. He spent the last twenty five

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plus years as an entrepreneurial technology professional. Has extensive sales

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and customer engineering experience, along with proven management team leadership

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in dynamic, emergent emerging technology companies. In recent years, he's

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played a key leadership role in professional and customer services,

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business development, pre sales, and technical marketing. While at Saunast Networks,

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a market leader in voice over IP technologies, Ray was

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a founding member of their service organization services Organization, recruiting

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many of its most senior members. In fact, from ninety

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six until ninety nine, Ray was a key technical leader

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in Sales consultant for Cascade Communications worldwide sales organization, and

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during his tenure they were purchased by as Send and

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Assend as a leader in remote access technologies for the

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Internet market, was subsequently absorbed or subsequently I Can Talk

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absorbed by Lucent in a merger. Prior to ninety six,

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Ray was with Digital Equipment Corp. A company excuse me,

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including positions as Senior Consultant for worldwide network Operations and

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technical leader and Senior consultant for the Network Products Group.

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Ray's commitments to excellence and ideas were recognized by Digital

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who received a Customer Satisfaction Award, Storage X Excellence, Yeah,

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Storage System Excellence Award, and Delta Ideas Recognition and Award.

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He's attend of the University of Maine. Ray, Welcome to

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Winning Business Radio and I really appreciate you taking time

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to be here and how busy.

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That's good.

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Good to be here again. And if you mix it

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in there, some of that was I did a lot

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of engineering work as well. One of the first people

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that actually built and the Internet network without actually having

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touched a router, that ry on the Internet protocol back

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in those days, those early days back in the late

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nineties or mid nineties, I should say, when the Internet

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was finally coming to life. It was being delivered for

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free on the Unix Berkeley distribution, and I was a

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digital We had this thing called deck Net that was

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all rage, and I remember telling people, you know, when

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something is given away for free, even even as inferior

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as it might be, people are going to try to

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use it and lo and behold they did. Well here

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we are, right, So it's going to be back, Kevin.

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It's been a.

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While, it has it has now. You're largely self taught.

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That's true.

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How does that happen? That's very technical.

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Well, it turns out that, you know, you don't necessarily

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have to go to school to be smart. Apparently I

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in high school, my mom, unbeknownst to me, enrolled me

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in a experimental program, was a college level program beginning

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in my sophomore year, which is interesting because I was

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playing in bands then at nightclubs at the young age

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of fourteen thirteen years old. That's funny telling me that, Yeah,

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trying to help my mom pay the bills, divorced mother

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of three boys, right, but yeah, so there was Those

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are interesting times. But you know. I did go to

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University of Maine after that. But my point is, in

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high school and I graduated. The principal said, you know, Ray,

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you could have graduated as a junior. You don't need

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to come back for your senior year. And I said,

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why is that? You are in an accelerated program that

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your mom put you in. You to a college level

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of mathematics. You did all I did? Okay, I slept

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through half the classes. Apparently I did well enough to graduate.

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So yeah, when I went to you in the University

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of Maine, I didn't graduate there. But the first mathematics

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course I took was advanced algebra and something else. I

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believe it was a mixture of calculus and Trigg. And

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I said, you gotta be kidding. I had this in

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high school.

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Yeah, so yeah.

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I'm you know. Anyway, so I decided to have children,

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dropped out, went to work at goat a computer company,

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and the rest is history. Taught myself by reading things

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called books. They had these things called libraries back in

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those days. Strange was there was no googling of anything.

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But you know, I worked a lot alongside a lot

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of very very smart people, and you know, in those

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days to mentor people because you just weren't churning people

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out of school with these degrees in networking. Again, it

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was relatively new, but yeah, I know, I'm self taught,

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did all kinds of cool stuff like digital. I oh

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him quite a bit a gratitude towards that company. If

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you wanted to learn and advance, Digital never held you back.

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So did that. And then I went to these things

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called the startup company because I saw these people driving porsches,

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for sure, and I saw a digital go out of business.

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You know, one hundred and fifty seven thousand person company

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that invented interactive computing could go out of business, and

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they did call the PC. I remember Ken Olson, God

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bless him, took us into a meeting at the Mill

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Mill Cafeteria. Maynard he would take all of the groups

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through the cafeteria and he had an IBM PC sitting

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on the table and he said, basically, I'm paraphrasing, go

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back and do really good stuff at Gordon Bell's VAS platform,

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because nobody's going to do serious computing on this thing.

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And we walked out of the I remember looking at

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this guy Amos who was working with me. I said amos,

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I think we're in trouble, and we were anyway, So

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that long story short, I was a really big of

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the networking. I then left and went to Cascade Communications,

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which was a high flight startup in the Westward area,

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building ATF and frame relay switches, which was supposed to

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replace routers in the I said, well, ability out of the

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router business because ATM is going to kill it. LATM

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did well. It didn't wipe out the router business, but

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it did extremely well. And I did very well at Cascade.

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That's where I really I was a sponge. You want

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to learn how to be an entrepreneur, you get you

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work with entrepreneurs and you listen. I was just watching

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everything they did, emulating the behavior, and all of us

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went through sales training. By the way, I think I

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told you this once. Everybody, including the janitor that we

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actually had a custodian, he went through sales training. Actually,

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there wasn't anybody in that company that you couldn't talk to.

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The understood why Cascade was in business and what it

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meant for the industry. That was I got to tell you.

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When I went in front of I was there for

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like three or four weeks and it would give you

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a case study, a fictitious case study, designing network of facts,

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a fast pack at facts Network nationwide. And here's the budget, right,

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so you had to work within the budget. And we

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had a marketing guy and a team of four people,

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and you went into this big room and they had

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all these lights and camera. It was really done out.

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It was very very intimating that the founders and CEO,

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Dan who was now my biggest investor and best friend

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and my chairman of the board, was the CEO at Cascade,

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and they were all looking at you, and you got

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to get up there and sound intelligent. I'm not so

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sure I actually sounded better intelligent. In fact, I don't

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think we won the prize for that. But it was

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really a good experience and I owe a lot to Cascade.

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Cascade was amazing and Dan, and then we'll wrap this up.

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You can ask you sorry the questions. But I remember Dan,

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I worked in professional services there.

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He founded that group. Right. Oh no, that was a no, that.

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Was anest So the professional services at Cascade was really

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an overlay marketing, sales and engineering group. So if engineering

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was too busy to implement a feature, we would do it.

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If we were too busy doing no marketing was too busy,

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we would chip in and do marketing and so on.

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And I helped build a demonstration laboratory that used. In

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the very early days of internet television, a company called

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Precept out of California had an IPTV streamer. It was

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the first of its kind, and I remember calling the

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CEO and she let me. She gave me a free

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copy of it, and I would use that to demonstrate

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quality of service by playing a CNBC interview of Dan

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on squad box, and I'd put it up on three

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screens and then I would introduce network and gestion, and

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so all three screens would go bad, and then I

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would go ahead and lift a screen up at a

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time into an elevated priority and that would work fine,

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and the other two was still degraded. And that became

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a visual demonstration of quality of service, which up until

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then was just a belief that you had to have right.

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But in any event, I remember Dan asking me, Hey, Ray,

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I like to introduce you to the CEO of Chipcom

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A three Com rather three Colm was a big network

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manufacturer back in the late nineties, and I'd like you

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to you know, give him a tour of Cascade and

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tell them all the good things that we do. And

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I'm like, okay, all right. So I would do that,

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and then, you know, two or three weeks later, Damn

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would come to me and say, Hey, Ray, this is

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Mari Edgebob. He's the CEO of a Send Communications in California.

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Did you take him around, introduce me to the company,

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tell him why we're important and all that. I'm like, okay,

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another CEO? Really, what am I doing? And little did

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I know that a couple of months later we get

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bought by Assent. So I said, oh, okay, that's all

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that one I was up to. Yeah, but that that

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was very empowering to be the CEO of this Cascade

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had that kind of faith in me. You know, this

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professional services guy right to you know, spend time with

224
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these CEOs, both of which were intending to purchase Cascade.

225
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I didn't know that at the time. I'm glad I

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didn't know that, but that was very empowering for me.

227
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And Dan did a lot of those things, and so

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it was a very special company. And the Assent acquisition,

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of course, and then loosened twenty four billion dollars year. Yeah, unbelievable.

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Made some very strong friends, got good relationships to this day.

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But you know several of the executives, In fact, one

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of them has become a very good customer of mine

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very early. So yeah, that's kind of the And then

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the Sonus Networks the Voice thing. I knew nothing about

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Voice except I didn't like answering the phone after eight

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o'clock at night. That was an interesting play in the

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market that we took that public of two thousand. I

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got there, it was about a year old. They already

239
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had probably fifty people something like that, maybe a little

240
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bit more, working off of Series A Venture and Hassan,

241
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who is the CEO, brought me over from then lucent.

242
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Hassan was the VP of a generic Cascade. They just

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come over here and do your thing. Let's copy what

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Cascade did. Ray and helped me build out the rest

245
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of the company, and then took a public. Went through

246
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everything you could possibly go through, including Starbines, Oxley Hell

247
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and all kinds of things, so that you learn a

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lot of what not to do in business. I think,

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and I tell.

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People, I've got a lot of the questions.

251
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Yeah, founding this company was really based on my experience

252
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at Sanas when a lot of the void companies came

253
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into being, and in those days, Kevin voiceover IP wasn't

254
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intended to be an innovative platform. The play by the

255
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venture capitalists were to build an inexpensive BBX, so prior

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to voiceover IP.

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ABX for the listeners and viewers, is a box for phones,

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right right.

259
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It makes phones ring, and the wires on top of

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these phone calls would split into twenty four smaller wires.

261
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Each one would connect to a PBX and that would

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run the phone system for a company private brank branch exchange.

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I have no idea why they named it that, but

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a computer that makes phone calls and those things were

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really expensive. You would spend for a small office two

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hundred and fifty thousand dollars easily along comes IP enabled voice,

267
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putting it on small routers and you know servers for

268
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a fraction of that, and so it was really priced

269
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disruption with a little bit of innovation. You know, visual

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voicemail is becoming a thing in those days whatnot. And

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so anyway, yeah, taking the company, helping a ticket public,

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being part of that process was really amazing. And then

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the voice or IP companies that came into being really

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didn't have the quality and reliability built in.

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All right, pause, right there, let's get back to quality.

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But we're going to take our first commercial. We just

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be back in about sixty seconds. Everybody will be back

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with rapist quality, unified office excellently.

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You're listening to Winning Business Radio with Kevin Helenet on

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And now back to Winning Business Radio with Kevin Helena,

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presenting exciting topics and expert guests with one goal in

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mind to help you succeed in business. Here once again

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is Kevin Helena.

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We're back with Rapist Quality, founder, CEO and president of

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Unified Office. So take us back to Quality go from there,

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00:17:29.400 --> 00:17:31.160
because that's going to take us to where you are now.

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Yeah. So, you know, back in those days, there was

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a lot of shoppiness, right. It still is through a

311
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large degree a lot of the cloud providers. For example,

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the idea behind Void in those days was let's put

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a plastic PBX in the cloud someplace in the United

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States and then we'll ship plastic phones through people's desktops

315
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and you won't need any on premise equipment. In those days,

316
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the PBX was an on premise device right right, And

317
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so now putting it in the cloud, now you'll be

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able to be able to ambergate thousands of people in

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that one platform instead of just twenty five to thirty.

320
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But there is no Obviously Internet wasn't built for real

321
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time data. It was basically built for the military best

322
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effort to built or survived by the way, right, That

323
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was the whole idea behind it. It's survivability.

324
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Uh.

325
00:18:24.319 --> 00:18:28.039
And so the quality thing was you know on you

326
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know in the early days, and I could try to

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explain how I think it works today when you watch

328
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you know, Netflix is basically they've all over engineered networks.

329
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Even as bandwidth has become basically free. It's not exactly

330
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the width of the highway. If you've been to California,

331
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you've driven to the four wal five is a pretty

332
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wide highway, but it's always stopped right. So the quality

333
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of the connections were always uh the key to offering

334
00:18:55.559 --> 00:19:00.279
you know, reliable high quality voice or video, but it

335
00:19:00.319 --> 00:19:05.160
never quite worked in practice. So I decided in late

336
00:19:05.160 --> 00:19:08.319
two thousand and eight or so nine whenever that I

337
00:19:08.400 --> 00:19:12.400
was going to go off leave Sonus and build I

338
00:19:12.480 --> 00:19:14.359
called it pulling a Steve Jobs. I was going to

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reinvent voice over IP so that it had the same

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cost characteristics. It was going to be inexpensive, but it

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would work and it would work with extreme reliability and

342
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extreme quality. And once I figured out how to do that,

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and that took a two or three years of engineering

344
00:19:32.200 --> 00:19:36.359
in patent development, we patented something called highest quality Routing,

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which is having been a veteran of early day routing

346
00:19:41.680 --> 00:19:45.440
protocols in the Internet, Tom and I my CTO, we

347
00:19:45.480 --> 00:19:49.480
worked together at Network Engineering a deck. We were there

348
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for the early days of Internet protocol development, and so

349
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we borrowed concepts from the data protocols that we helped

350
00:19:57.519 --> 00:20:03.240
implement and applied that to voice networking. So we're able

351
00:20:03.279 --> 00:20:08.319
to build a nationwide voice network out of virtual servers

352
00:20:08.400 --> 00:20:11.799
with companies like backs face go Daddy's another type of

353
00:20:11.799 --> 00:20:14.640
company where you can rent a part of a server

354
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without buying the whole thing, so your input costs are

355
00:20:17.200 --> 00:20:20.079
quite low and you're able to pass that along to

356
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your customers. And the other thing is something called a

357
00:20:24.000 --> 00:20:26.960
SIP trunk, if anybody wants to know what they are.

358
00:20:27.759 --> 00:20:30.359
The old days, if you had an on premise PBX

359
00:20:30.480 --> 00:20:33.039
made by Loosen, for example, you had to pull a

360
00:20:33.039 --> 00:20:36.480
black cable from the telephone pole into your office and

361
00:20:36.519 --> 00:20:40.599
plug that in to the PBX, and that's what would

362
00:20:40.599 --> 00:20:44.039
carry your voice. When the Internet came that kind of

363
00:20:44.480 --> 00:20:48.519
you got an Internet connection which carried data. Voices now

364
00:20:48.559 --> 00:20:54.000
become data, just like web browsing. They built a software

365
00:20:54.680 --> 00:20:59.079
extrapolation of that hardware cable and called it a SIP trunk.

366
00:20:59.640 --> 00:21:02.880
SIP not for drinking. It stood for a session. It

367
00:21:02.880 --> 00:21:07.160
stands for Session Interconnect Protocol, which means build me a

368
00:21:07.240 --> 00:21:13.160
voice session over the Internet. It's like dialing numbers. And

369
00:21:14.039 --> 00:21:18.440
most boid companies even today today require SIP trunking. You

370
00:21:18.480 --> 00:21:20.559
need to buy a SIP trunk for your business before

371
00:21:20.559 --> 00:21:23.079
you put voipe on it. Well, that's an added cost,

372
00:21:23.119 --> 00:21:26.720
and some of those trunks can be They range between

373
00:21:26.720 --> 00:21:30.599
fifty one hundred bucks a month. That's before you pay

374
00:21:30.640 --> 00:21:35.599
me to be your voice provider. We engineered this thing

375
00:21:35.640 --> 00:21:39.279
called HRP that got rid of that notion. We don't

376
00:21:39.440 --> 00:21:42.519
need SIP trunks. You won't be as a customer. You

377
00:21:42.519 --> 00:21:45.920
will not need to buy one of those, and so

378
00:21:46.240 --> 00:21:49.000
your cost goes to zero from whatever they were charging.

379
00:21:50.079 --> 00:21:52.799
So that was a big deal. And reliability though, the

380
00:21:52.839 --> 00:21:58.000
reliability and building a nationwide interconnected network of rack space,

381
00:21:58.200 --> 00:22:02.240
virtual servers and other companies. And this is geographically diverse.

382
00:22:02.359 --> 00:22:06.519
They're all sort of fully duplex and best together, which

383
00:22:06.559 --> 00:22:09.200
is it's a Faull tolerant network. It it can survive

384
00:22:09.240 --> 00:22:12.480
the failure of several components. And so that's the always

385
00:22:12.480 --> 00:22:16.759
available voice aspect of HQRP that you also enjoy as

386
00:22:16.799 --> 00:22:19.440
a basic voice customer. So we took care of all that,

387
00:22:21.000 --> 00:22:23.640
and so that invention brought you the quality and reliability

388
00:22:23.680 --> 00:22:26.799
of the old fashioned phone network on your Internet. And

389
00:22:26.839 --> 00:22:29.759
you don't have to buy special circuits to get this.

390
00:22:29.960 --> 00:22:32.240
To do this, you could buy just a simple circuit

391
00:22:32.240 --> 00:22:34.799
from Comcast, like you would feel home, and you can

392
00:22:34.880 --> 00:22:37.880
run the unified Officer with that and it works perfectly fine.

393
00:22:39.079 --> 00:22:43.720
So that was step one. Step two is how do

394
00:22:43.799 --> 00:22:48.359
I then make voice become more valuable? Well what do

395
00:22:48.359 --> 00:22:49.200
you mean by that? Right?

396
00:22:49.319 --> 00:22:51.400
Well, it's taken for granted or it was.

397
00:22:52.880 --> 00:22:54.799
Well, yeah, I mean it still kind of is until

398
00:22:54.839 --> 00:22:57.960
it doesn't work. When you go to pick up the

399
00:22:58.079 --> 00:23:01.279
phone to call the fire department and you get no

400
00:23:01.440 --> 00:23:06.920
dial tone, then it's important to you. Right, Nobody emails

401
00:23:06.920 --> 00:23:09.240
the fire department saying my house is on fire, or

402
00:23:09.279 --> 00:23:13.599
the police department, you know, somebody's breaking your home. But

403
00:23:13.720 --> 00:23:16.839
having said that, what I mean by more valuable is

404
00:23:17.400 --> 00:23:21.400
communications is valuable. But the idea of void in the

405
00:23:21.440 --> 00:23:23.359
early days was a lot of marketing that went out

406
00:23:23.359 --> 00:23:25.200
and said we're going to make this cheap for you,

407
00:23:25.839 --> 00:23:27.759
and John Chambers and so co said, in fact, we're

408
00:23:27.799 --> 00:23:30.960
going to make this free. So that dreaded f word

409
00:23:31.039 --> 00:23:34.759
free became part of the nomenclature that everybody said, I

410
00:23:34.799 --> 00:23:37.720
shouldn't have to pay for voice, it should be free. Well,

411
00:23:37.759 --> 00:23:40.559
I don't know about you, but you've been here. I

412
00:23:40.559 --> 00:23:43.480
don't have people here that don't work for They all

413
00:23:43.519 --> 00:23:46.559
get paid, right, they get salaries, they get benefice to

414
00:23:46.559 --> 00:23:49.839
make sure that that free network or sort of free

415
00:23:49.960 --> 00:23:52.039
is always up and running and is there when you

416
00:23:52.079 --> 00:23:55.319
need it. Now, how do you make it valuable? We

417
00:23:56.640 --> 00:24:02.079
basically we know all about your digital life. Google, Microsoft, Amazon, everybody.

418
00:24:02.279 --> 00:24:05.799
They've been data mining all your key strokes. You're purchasing habits,

419
00:24:05.839 --> 00:24:10.880
you're viewing habits, Netflix, Hulu to be all these things.

420
00:24:11.640 --> 00:24:18.319
But really nobody has done this with conversations. Now, when

421
00:24:18.319 --> 00:24:22.279
I say data mind that that's sort of pejorative. Term,

422
00:24:22.799 --> 00:24:25.240
and I don't mean it to be in this context.

423
00:24:26.200 --> 00:24:28.480
So what I wanted to try to do, and we've

424
00:24:28.480 --> 00:24:32.039
done that really very successfully here was build a suite

425
00:24:32.079 --> 00:24:34.799
of analytics. In the early days, we built and we

426
00:24:34.839 --> 00:24:38.480
still build it, I said, but after HQRP became a thing,

427
00:24:38.519 --> 00:24:40.640
then it makes sense now to innovate on top of that.

428
00:24:40.960 --> 00:24:45.799
Intelligent applications. These are drag and drop or pre built

429
00:24:45.839 --> 00:24:49.960
applications that required no engineering expertise on behalf of our customers.

430
00:24:51.079 --> 00:24:54.839
The first incarnation of that was something we call Visual

431
00:24:54.880 --> 00:24:58.759
Performance Suite. It runs on a big screen television and

432
00:24:58.839 --> 00:25:02.640
monitor with speakers. A lot of our pizza customers use this.

433
00:25:02.880 --> 00:25:06.599
It's not just for pizza customers, Dominos being one of

434
00:25:06.599 --> 00:25:08.079
our largest customers.

435
00:25:08.480 --> 00:25:10.200
But that application is going to ask you to talk

436
00:25:10.200 --> 00:25:13.079
about that. That's an easy to understand application for the audience.

437
00:25:13.160 --> 00:25:15.720
Yeah, I mean, basically, it's a visual coach. It shows

438
00:25:15.720 --> 00:25:19.119
you all the people that are dialing in. It shows

439
00:25:19.160 --> 00:25:23.240
you whether they're a supervisor, manager, a driver, whether you're

440
00:25:23.279 --> 00:25:28.000
an MVP returning customer. Right, you'll see that and you'll

441
00:25:28.000 --> 00:25:31.359
hear it. But we basically our software will actually answer

442
00:25:31.400 --> 00:25:34.759
the phones for you and engage the customer and conversation

443
00:25:35.319 --> 00:25:39.759
by playing your marketing messaging meanwhile, so you know we're

444
00:25:39.839 --> 00:25:42.119
engaging you and saying, hey, today you can buy three

445
00:25:42.119 --> 00:25:45.400
pieces for the price of one. Please hang on while

446
00:25:45.440 --> 00:25:47.880
somebody and then somebody will have to pick up the

447
00:25:47.920 --> 00:25:51.640
phone and take your order eventually. But the interesting part

448
00:25:51.720 --> 00:25:54.400
that eventually is that this young lady in Orlando has

449
00:25:54.440 --> 00:25:57.720
told me that with unified office we're way more productive.

450
00:26:00.319 --> 00:26:05.680
And she and said, we increased her yield yield. How

451
00:26:05.680 --> 00:26:07.599
do we increase your yield? Because Ray, I don't have

452
00:26:07.599 --> 00:26:09.559
to stop and pick the phone up. I can continue

453
00:26:09.599 --> 00:26:12.519
to make the previous pizza order. Well, you guys are

454
00:26:12.559 --> 00:26:16.039
playing my marketing messaging. I get it in the oven.

455
00:26:16.119 --> 00:26:19.440
Then I can take the call. And so you multiply

456
00:26:19.519 --> 00:26:22.000
that times four or five workers, and you can see

457
00:26:22.000 --> 00:26:23.559
where a yield makes sense there.

458
00:26:23.960 --> 00:26:26.160
So they can let me interject, they can see each

459
00:26:26.240 --> 00:26:30.599
caller yep, and they can know how long they've been

460
00:26:30.640 --> 00:26:33.200
on hold, and they can actually in some cases no

461
00:26:33.319 --> 00:26:34.799
ordering history.

462
00:26:34.960 --> 00:26:37.559
You'll know, well you all know their ordering history, yet,

463
00:26:39.839 --> 00:26:41.960
do you. Uh? We do integrate with your point of

464
00:26:41.960 --> 00:26:45.359
sales system. So that's douaba. But you know the idea

465
00:26:45.440 --> 00:26:47.480
is that you know, we show you, we show the

466
00:26:47.519 --> 00:26:51.359
workers who's calling in. We actually show them what language

467
00:26:51.359 --> 00:26:53.240
they speak, so that somebody that calls in and speaks

468
00:26:53.279 --> 00:26:55.640
front of Spanish, you'll know that ahead of time, so

469
00:26:55.680 --> 00:26:58.000
somebody that happens to speak that language in the store

470
00:26:58.039 --> 00:27:00.960
can pick up the call and take it. You also

471
00:27:01.039 --> 00:27:04.799
know things like drivers, where are the drivers? You can

472
00:27:04.839 --> 00:27:07.880
see in one lower corter into the screen, the drive

473
00:27:07.920 --> 00:27:10.599
osity application that shows you where all the delivery drivers

474
00:27:10.640 --> 00:27:14.559
are at that moment in time and your jurisdiction. You'll

475
00:27:14.599 --> 00:27:18.559
also get these speedometers that score the behavior of the business.

476
00:27:19.839 --> 00:27:22.400
And you don't get any busy busy signals from unified Office.

477
00:27:22.440 --> 00:27:25.359
You never lose no such thing as a busy signal.

478
00:27:25.640 --> 00:27:27.759
We're going to drive and deliver all the calls that

479
00:27:27.799 --> 00:27:32.519
you can generate inbound demand for. And so the combination

480
00:27:32.640 --> 00:27:35.559
of us so afterare answering the phones for you and

481
00:27:35.839 --> 00:27:38.839
showing you the real time analytics that allows you, as

482
00:27:38.839 --> 00:27:41.799
an owner or an operator to make real time adjustments

483
00:27:42.240 --> 00:27:47.160
and your business often results an increased revenue without anything

484
00:27:47.160 --> 00:27:51.799
else happening. Just by putting unified office. We've had one,

485
00:27:51.839 --> 00:27:55.720
only or two of these independent guys call us within

486
00:27:55.759 --> 00:28:00.279
a week after implementation of our platform, saying, you guys

487
00:28:00.279 --> 00:28:02.559
are amazing. I need to tell the world about you.

488
00:28:02.559 --> 00:28:05.920
You drove my revenues north of thirty five percent the

489
00:28:06.000 --> 00:28:11.000
first week we turned you on. That's incredible. Now. I

490
00:28:11.039 --> 00:28:14.640
remember asking one of these folks, I'm a little dumb here,

491
00:28:14.920 --> 00:28:16.839
what's a piece of shop like you guys do on

492
00:28:16.880 --> 00:28:20.519
an annual basis? I really I didn't know. He said, well,

493
00:28:20.559 --> 00:28:21.839
I'll tell you what we do. Every week. We do

494
00:28:21.880 --> 00:28:25.640
about forty five thousand dollars a week. Forty five thousand

495
00:28:25.720 --> 00:28:26.079
a week.

496
00:28:26.319 --> 00:28:28.960
Yep, most of that over two nights.

497
00:28:29.039 --> 00:28:32.920
You're claiming we added thirty to thirty five percent. Absolutely,

498
00:28:32.960 --> 00:28:36.880
In fact, we had to redesign our kitchen around your display.

499
00:28:38.200 --> 00:28:40.240
So I looked at my CFO, who was with me.

500
00:28:40.400 --> 00:28:43.319
We were having a slice of piece for lunch. They

501
00:28:43.319 --> 00:28:44.759
didn't know who you were. By the way, we didn't,

502
00:28:44.960 --> 00:28:46.440
you know, we're not out there with our faces in.

503
00:28:47.519 --> 00:28:51.240
And they said, Peter, ten percent of forty five that's

504
00:28:51.279 --> 00:28:56.359
forty thirty percent, fourteen thousand bucks a week. They paid

505
00:28:56.359 --> 00:29:00.079
for their entire four years contract in a few nights.

506
00:29:00.200 --> 00:29:00.799
Yeah.

507
00:29:01.000 --> 00:29:03.359
Right, So I remember saying to Peter, we're not charging

508
00:29:03.480 --> 00:29:07.160
enough of this platform anyway. That that's the unintended side

509
00:29:07.160 --> 00:29:09.279
effect of this. I didn't build it to generate wherever,

510
00:29:09.440 --> 00:29:13.319
but it just so happens it does. And so that

511
00:29:13.640 --> 00:29:18.559
was the underpinnings of our first incarnation of visual analytics.

512
00:29:18.640 --> 00:29:22.039
Now you take an apply artificial intelligence.

513
00:29:22.160 --> 00:29:25.000
Yeah, this is where it gets cool to this.

514
00:29:25.359 --> 00:29:29.000
And we've done a couple of things with AI, one

515
00:29:29.039 --> 00:29:31.359
of which is our most recent announcement is something called

516
00:29:31.759 --> 00:29:37.359
easy Create IQ. So what is that. It's a drag

517
00:29:37.400 --> 00:29:41.480
and drop interface. You can use your iPad, you can

518
00:29:41.559 --> 00:29:44.359
use your mouth and your laptop. Basically there's a palette

519
00:29:44.680 --> 00:29:50.079
with some widgets and this widget might say sentiment analysis.

520
00:29:50.079 --> 00:29:52.680
That was the first product that we announced several years ago.

521
00:29:54.079 --> 00:29:58.799
Was AI wasn't a thing back then when we first

522
00:29:59.079 --> 00:30:02.039
introduced the idea ear of sentiment detection in phone calls,

523
00:30:02.359 --> 00:30:05.359
which was we just simply wanted to say, hey, Kevin,

524
00:30:05.960 --> 00:30:07.680
you need to take it down a notch through some

525
00:30:09.240 --> 00:30:12.079
we can tell that you're starting to aggravate the customer

526
00:30:12.119 --> 00:30:15.000
because you know whatever. It was almost like real time

527
00:30:15.079 --> 00:30:19.880
voice for coaching. So but you could look at these

528
00:30:19.920 --> 00:30:23.160
recorded calls after the fact and determine as an owner

529
00:30:23.200 --> 00:30:26.000
operator where you needed to do training. You can see

530
00:30:26.000 --> 00:30:30.200
how the staff was or the customers were abusing the

531
00:30:30.240 --> 00:30:31.599
staff potentially.

532
00:30:31.400 --> 00:30:33.720
And let's pause, let's pause on that. Prior to that,

533
00:30:34.440 --> 00:30:37.880
those that had the budget and the willingness or somebody

534
00:30:37.880 --> 00:30:40.079
on staff, they'd have to mystery shop. They have to

535
00:30:40.119 --> 00:30:44.160
listen to those recordings or calling themselves. Very inefficient, very

536
00:30:44.200 --> 00:30:45.799
time consuming, costly as well.

537
00:30:46.319 --> 00:30:48.839
Oh that's right, that's right. You had to do this manually.

538
00:30:48.440 --> 00:30:50.480
And that was just a sampling versus now they can

539
00:30:50.519 --> 00:30:52.440
hear or the system can every call.

540
00:30:52.640 --> 00:30:56.599
Everything, every single call is analyzed and in real time

541
00:30:57.119 --> 00:31:02.480
you're given information you can you can use. Right, So

542
00:31:02.640 --> 00:31:04.200
that's that's a good point by you. And I should

543
00:31:04.200 --> 00:31:06.720
probably know this. I do know it, but I often

544
00:31:06.759 --> 00:31:10.200
take it for granted. And so there's a lot of things.

545
00:31:10.200 --> 00:31:13.000
This is an AI generally I platform. You can build

546
00:31:13.039 --> 00:31:16.839
all kinds of AI services with the easy Create. You

547
00:31:16.880 --> 00:31:20.359
can build an agent. You're an agent. Now, you know,

548
00:31:20.720 --> 00:31:24.519
we're not here to replace workers or people. Our philosophy

549
00:31:24.519 --> 00:31:27.920
around AI is to build safe AI for businesses. And

550
00:31:28.039 --> 00:31:30.240
what I mean by that is, you know a lot

551
00:31:30.279 --> 00:31:37.559
of people really don't understand AI hallucinations and the the

552
00:31:37.680 --> 00:31:41.279
trouble these things. Remember, this is a synthetic device, it's

553
00:31:41.319 --> 00:31:47.000
not a human and generative AI in particular was built

554
00:31:47.440 --> 00:31:51.319
to guess the next statistically probably probable next word and

555
00:31:51.400 --> 00:31:56.880
a sentence, not accuracy or truth. And so it takes

556
00:31:56.880 --> 00:31:59.680
a lot of work for us, and we're an engineer

557
00:31:59.720 --> 00:32:06.160
income to maximize the reliability of the information that you're

558
00:32:06.200 --> 00:32:13.880
seeing and to eliminate as much as possible hallucinations. And

559
00:32:13.920 --> 00:32:16.039
I really can't get into it in this interview how

560
00:32:16.119 --> 00:32:19.079
we do this. It's very complicated work. One of the

561
00:32:19.119 --> 00:32:22.720
fellows that works for us came from Amazon's and worked

562
00:32:22.720 --> 00:32:26.319
on Amazon's Alexa platform. It's got a really rich history

563
00:32:26.319 --> 00:32:30.039
in AI. Tom My CTOs done machine learning for most

564
00:32:30.079 --> 00:32:33.279
of his life. I've got a little bit of everything

565
00:32:33.279 --> 00:32:36.400
in me. And so this this is, you know, not

566
00:32:36.519 --> 00:32:40.119
your average ordinary small voice over IP company. In fact,

567
00:32:40.119 --> 00:32:44.920
we're not really small. And so now you know, we've

568
00:32:44.920 --> 00:32:47.240
given you the opportunity to drag and drop your own

569
00:32:47.799 --> 00:32:53.599
AI services using your fingers, not having to hire an engineer.

570
00:32:54.319 --> 00:32:56.240
Right, it doesn't this is not a technical thing. This

571
00:32:56.359 --> 00:33:00.160
is a if somebody can use what's an analogy. They

572
00:33:00.160 --> 00:33:02.119
can use pace can use them. If you can use

573
00:33:02.119 --> 00:33:05.880
a mouse, there you go, right, you can you can

574
00:33:05.920 --> 00:33:07.799
design your own services, and I don't know what they

575
00:33:07.880 --> 00:33:10.519
might be. For a lawyer, they might be very different

576
00:33:10.519 --> 00:33:12.680
than a piece of shop operator, than a car dealer.

577
00:33:13.599 --> 00:33:16.119
One of those is sentiment detections. There's there's several others,

578
00:33:16.119 --> 00:33:19.200
and we're always adding pre built widgets that you can

579
00:33:19.279 --> 00:33:23.559
drag and drop. And for example, call inbound call coming.

580
00:33:23.680 --> 00:33:26.279
So you grab inbound call, you connect it to a

581
00:33:26.400 --> 00:33:31.960
sentiment a transcription engine transcribe the call, and then there's outputs.

582
00:33:32.400 --> 00:33:36.240
If it's transcribed, send it to sentiment detection box. You

583
00:33:36.319 --> 00:33:40.279
drag a line to that and out of the detection blox,

584
00:33:40.319 --> 00:33:43.279
sentiment says if it was a good call, go this way.

585
00:33:43.920 --> 00:33:47.519
If it was a negative call, send a text message

586
00:33:47.559 --> 00:33:51.400
and an email immediately to the following email and phone addresses,

587
00:33:52.680 --> 00:33:54.640
and you know, four or five blocks and you hit

588
00:33:54.680 --> 00:33:56.960
apply and you've created a service that will do these things.

589
00:33:57.799 --> 00:34:00.400
And so you go from that to coaching. You mentioned

590
00:34:00.400 --> 00:34:06.400
scoring calls. I think the early days of you know,

591
00:34:06.799 --> 00:34:09.800
it's one of our largest operators of dominance franchise orders.

592
00:34:10.760 --> 00:34:13.239
He's got I think well over one hundred stores by now.

593
00:34:15.119 --> 00:34:17.800
He had to go manually cherry pick a handful of

594
00:34:17.840 --> 00:34:21.679
calls every week, call his stores a c to make

595
00:34:21.719 --> 00:34:25.360
sure that their customer service reps were were portraying the

596
00:34:25.360 --> 00:34:28.960
company properly. And that's how he knew where to go

597
00:34:29.079 --> 00:34:32.519
spend his time in coaching and whatnot. So now you've

598
00:34:32.519 --> 00:34:35.119
got unified office with the easy creat a qute with

599
00:34:35.199 --> 00:34:39.119
their coaching plug in, which we call Engage IQ. That

600
00:34:39.239 --> 00:34:42.239
plug in, pre built will do the scoring for you.

601
00:34:42.239 --> 00:34:46.079
You answer a few questions, right, the configuration is relatively

602
00:34:46.079 --> 00:34:49.280
easy to do, and you hit apply and go and

603
00:34:49.360 --> 00:34:53.880
we will score all the conversations taking place in your footprint,

604
00:34:54.480 --> 00:34:58.280
thousands of them by the hour, you know, the day,

605
00:34:58.360 --> 00:35:02.599
what have you. And so that's a very big deal, right,

606
00:35:02.639 --> 00:35:05.599
you didn't have that kind of instrumentation before. If you're

607
00:35:05.599 --> 00:35:10.159
a pilot, you can appreciate the old When I took

608
00:35:10.280 --> 00:35:13.360
flying lessons in these old trainers, these piper cubs, they

609
00:35:13.400 --> 00:35:18.559
had steam gages. These things are brutal, right, and then

610
00:35:18.599 --> 00:35:22.719
you look at a garment cockpit today it's fully instrumental.

611
00:35:23.199 --> 00:35:26.840
It's like it's so much easier. And so by providing

612
00:35:26.880 --> 00:35:29.079
you with the you know, giving you as a pilot.

613
00:35:29.280 --> 00:35:33.039
The information at your fingertips to run your business is

614
00:35:33.079 --> 00:35:34.119
basically what we do.

615
00:35:34.360 --> 00:35:36.480
All right, let's pause right there, Ray, we're going to

616
00:35:36.519 --> 00:35:39.199
take our last commercial. We'll be right back with rapist quality.

617
00:35:43.440 --> 00:35:47.400
You're listening to Winning Business Radio with Kevin Helenet on

618
00:35:47.679 --> 00:35:51.599
W four CY Radio. That's W four cy dot com.

619
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Don't go away. More helpful information is coming right up

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642
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And now back to Winning Business Radio with Kevin Helene

643
00:37:16.039 --> 00:37:19.880
presenting exciting topics and expert guests with one goal in

644
00:37:19.960 --> 00:37:23.440
mind to help you succeed in business. Here once again

645
00:37:23.760 --> 00:37:24.920
is Kevin Helen.

646
00:37:32.320 --> 00:37:34.920
Ray. You like to say we're not a phone company,

647
00:37:35.239 --> 00:37:38.400
and you also like to remind people that our potential

648
00:37:38.440 --> 00:37:40.960
customers don't know what they don't know. So why do

649
00:37:41.039 --> 00:37:43.320
people need analytics? What do they need?

650
00:37:43.360 --> 00:37:45.599
What you bring to the table and they don't even

651
00:37:45.639 --> 00:37:46.239
know they need it.

652
00:37:47.440 --> 00:37:49.039
You don't know you need it till you see it, right,

653
00:37:49.559 --> 00:37:52.320
You've never listened to these conversations, You've taken them for granted.

654
00:37:52.320 --> 00:37:55.199
And half the time most people react to when somebody

655
00:37:55.199 --> 00:37:58.679
when a customer walks in and starts yelling at you right,

656
00:37:58.760 --> 00:38:01.039
what do you do your workers swore at me last

657
00:38:01.119 --> 00:38:04.280
night or whatever the case may be. Right, you sort

658
00:38:04.320 --> 00:38:09.400
of in your conversational world, you're flying blind. By using

659
00:38:09.840 --> 00:38:13.199
unified offices, pre built or build your own apps, you're

660
00:38:13.199 --> 00:38:15.480
going to be able to avoid these one star Google reviews.

661
00:38:15.519 --> 00:38:19.239
You're going to be able to avoid the angry customer

662
00:38:19.360 --> 00:38:21.360
to a large degree. And we can't prevent one hundred

663
00:38:21.400 --> 00:38:21.800
percent of it.

664
00:38:22.280 --> 00:38:24.480
Yeah, they would never know if they lost to.

665
00:38:24.840 --> 00:38:26.960
You never know. You don't see anything right, and so

666
00:38:27.000 --> 00:38:29.679
by giving you that's why I'm like, we've given you

667
00:38:29.679 --> 00:38:32.840
this airplane, a full cockpit of instrumentation, and we've made

668
00:38:32.840 --> 00:38:36.719
it easy to look at, easy to digest. And furthermore,

669
00:38:36.760 --> 00:38:39.039
because of the noise and the hype in the AI market,

670
00:38:39.159 --> 00:38:44.239
then there's a lot of noise, the signal is very faint. Still.

671
00:38:45.039 --> 00:38:53.199
We're platform agnostic, in other words, cloud anthropic cursory, I

672
00:38:53.639 --> 00:38:57.880
chat GBT from open Ai. Nay, these guys end up

673
00:38:57.960 --> 00:39:00.559
not being in business one day or God for something

674
00:39:00.599 --> 00:39:04.960
happens with pricing, which happens almost every other day. It's

675
00:39:04.960 --> 00:39:07.360
a changing environment there. This is there's going to be

676
00:39:07.639 --> 00:39:14.840
a shakeout. We're outside of that, right, we're orbiting that

677
00:39:14.840 --> 00:39:19.119
that structure, and so we're able to tolerate the failure

678
00:39:19.159 --> 00:39:21.719
of any one of these companies and not even the

679
00:39:21.760 --> 00:39:26.840
failure of it the changing business models. Access restrictions recently

680
00:39:26.840 --> 00:39:36.079
occurred with Claude Solanthropic. There was proper the government. Yeah right, yeah,

681
00:39:36.119 --> 00:39:38.719
well the government, that's one thing. That's another, that's another issue.

682
00:39:38.880 --> 00:39:42.880
You've got other issues regarding privacy. You've got my most

683
00:39:42.920 --> 00:39:46.960
recent issue where somebody was taught how to use a gun,

684
00:39:46.960 --> 00:39:48.599
how to load it in the best time of day

685
00:39:48.840 --> 00:39:50.599
to shoot at somebody. And I think it was a

686
00:39:50.679 --> 00:39:53.719
high school or a college in Florida. There's all these

687
00:39:53.760 --> 00:39:59.719
things happening again, there's a shakeout coming, but in my

688
00:40:00.000 --> 00:40:03.800
customers should know that we are outside of that. And

689
00:40:04.000 --> 00:40:06.679
there's lots and lots of companies around the world now

690
00:40:06.679 --> 00:40:11.159
that build their wrong language models that have transcription engines

691
00:40:11.159 --> 00:40:15.400
are becoming more and more open source, i Eate less proprietary,

692
00:40:15.840 --> 00:40:19.320
which means the price gets lower. And I believe that

693
00:40:19.400 --> 00:40:21.760
the all this hype that you're hearing about and we

694
00:40:21.800 --> 00:40:25.039
need nuclear power plants to generate these powerful data centers,

695
00:40:25.599 --> 00:40:27.480
that's all starting to move to the edge and I

696
00:40:27.519 --> 00:40:29.400
would say, what the next five years, it's all going

697
00:40:29.440 --> 00:40:31.440
to be at the edge of the network and by

698
00:40:31.440 --> 00:40:34.559
the time these power these data centers are ready, they

699
00:40:34.599 --> 00:40:38.199
won't be needed. So, you know, we do protect our

700
00:40:38.239 --> 00:40:42.920
customers from that as much as we can. So there

701
00:40:42.920 --> 00:40:45.079
are companies that don't do that, that're in the belly

702
00:40:45.079 --> 00:40:48.800
of the beast, and god forbid, something doesn't happen to

703
00:40:48.920 --> 00:40:52.239
one of these Even one feature added over a weekend

704
00:40:52.239 --> 00:40:54.440
can put some of these companies out of business. I'm

705
00:40:54.440 --> 00:40:56.360
not going to name them, but I know who they are.

706
00:40:56.760 --> 00:40:59.440
So we try to do the best we can to

707
00:40:59.599 --> 00:41:05.320
limit the damage that the dot calm like burst, Yeah, burst,

708
00:41:05.760 --> 00:41:06.079
We'll do.

709
00:41:08.719 --> 00:41:13.960
So you're you're in verticals like quick serf, quick serve restaurants,

710
00:41:13.960 --> 00:41:15.679
Domino spiez of places reverting us.

711
00:41:15.719 --> 00:41:18.760
We're a vertically focused company, right, h focus on a

712
00:41:18.800 --> 00:41:20.119
handful of verticals.

713
00:41:19.800 --> 00:41:26.480
Full service restaurants, mental, full service cagial practices, medical, allied hospitality,

714
00:41:26.559 --> 00:41:30.119
auto dealer's wellness. Talk about some of the examples like

715
00:41:30.159 --> 00:41:31.800
why would a dental practice need this?

716
00:41:33.480 --> 00:41:35.480
You know, some of these are these features that we

717
00:41:35.480 --> 00:41:38.000
implement a pretty arcane on the surface, but when you

718
00:41:38.039 --> 00:41:40.880
think about it, look at the dental practice with a

719
00:41:40.880 --> 00:41:42.800
lot of people. We have one of the largest ones

720
00:41:42.840 --> 00:41:45.559
in New England and Boston. As a customer, right, I

721
00:41:45.559 --> 00:41:49.079
think there's like one hundred people that work there. They

722
00:41:49.119 --> 00:41:50.960
pick up the phone, Hey Kevin, how are you Hey?

723
00:41:51.000 --> 00:41:52.719
It looks like you needed to a flint me for

724
00:41:52.760 --> 00:41:54.840
your daughter. Okay. Oh, by the way, you always one

725
00:41:54.880 --> 00:41:56.280
hundred and fifty dollars, hope. I got to put you

726
00:41:56.320 --> 00:41:59.000
on hold, covin hold on. I put you on hold.

727
00:41:59.039 --> 00:42:01.639
Somebody else in the office picks it up prior to

728
00:42:01.639 --> 00:42:03.800
you unified office, they're going to have to rediscover you again.

729
00:42:04.000 --> 00:42:06.519
Who's this Kevin? What can I do for you? I

730
00:42:06.559 --> 00:42:10.440
just had this conversation. We preserve that context, so if

731
00:42:10.440 --> 00:42:13.599
somebody else picks up the call, they already know what

732
00:42:13.679 --> 00:42:16.280
you've gone through. They already know that you one hundred

733
00:42:16.280 --> 00:42:17.199
and fifty bucks and you want to make it a

734
00:42:17.239 --> 00:42:20.440
point for the daughter. So we do those kinds of things,

735
00:42:20.440 --> 00:42:22.840
and we actually give them the same instrumentation for their

736
00:42:22.880 --> 00:42:26.280
business practice as we give to everybody else. Engage IQ.

737
00:42:26.760 --> 00:42:29.079
We can look at your recorded calls. We can give

738
00:42:29.079 --> 00:42:33.880
you a classify the data that we see in those calls.

739
00:42:34.000 --> 00:42:37.239
You might have patients calling and trying to enlighten you

740
00:42:37.639 --> 00:42:40.000
to a new procedure they saw recently or heard about

741
00:42:40.360 --> 00:42:42.559
that you didn't know about. So it's a two way

742
00:42:43.079 --> 00:42:46.039
sort of It benefits both the client, the patient and

743
00:42:46.119 --> 00:42:49.920
the doctor in the practice. So again it's not ever

744
00:42:49.960 --> 00:42:54.079
having looked at conversational information, you have no idea what

745
00:42:54.159 --> 00:43:00.920
has taken place over the voice channel of your practice. Look,

746
00:43:00.960 --> 00:43:02.960
they all get the same instrumentation, they all get the

747
00:43:02.960 --> 00:43:07.519
same classifications. The data is different for each of these verticals.

748
00:43:09.440 --> 00:43:11.519
But you know, it's one of those things where you know,

749
00:43:11.559 --> 00:43:13.639
we run discovery mode for example, when you first put

750
00:43:13.679 --> 00:43:16.239
us in, we're going to sit there and just look,

751
00:43:17.320 --> 00:43:19.079
and then we're going to tell you this is what

752
00:43:19.119 --> 00:43:22.760
we found. And largely what we'll be able to do.

753
00:43:22.800 --> 00:43:24.800
What we're working on right now is to actually distill

754
00:43:24.880 --> 00:43:28.679
that pie chart, which is very structured, but there's still

755
00:43:28.679 --> 00:43:31.599
a lot of wedges, so it's still kind of noisy Visually.

756
00:43:32.159 --> 00:43:34.239
What we're going to do is provide the four or

757
00:43:34.320 --> 00:43:36.599
five top things that we think you need to focus on,

758
00:43:37.880 --> 00:43:40.000
and we're going to make recommendations as to how to

759
00:43:40.800 --> 00:43:44.320
remediate this with a button that will say, by the way,

760
00:43:44.320 --> 00:43:45.440
if you want to see all the rest of the

761
00:43:45.480 --> 00:43:48.079
pie chart. Click here. You're going to explode the whole thing.

762
00:43:48.119 --> 00:43:50.239
The idea is to take that. We're going to do

763
00:43:50.320 --> 00:43:52.639
all a lot of the thinking for you so that

764
00:43:52.719 --> 00:43:54.400
you don't We don't want to give you more work

765
00:43:54.400 --> 00:43:56.199
to do. We're trying to take work away from you

766
00:43:57.679 --> 00:44:01.079
and make your life as easy as possible in this noisy, noisy,

767
00:44:01.400 --> 00:44:05.519
fast changing world. That's all we do here. Every feature

768
00:44:05.559 --> 00:44:09.079
we implement, every product we build, is completely focused on

769
00:44:09.199 --> 00:44:13.719
making your life easier and more giving you the information

770
00:44:13.760 --> 00:44:16.639
that you've not had before, and in helping you process

771
00:44:16.679 --> 00:44:19.719
it so that you benefit from it, you and your

772
00:44:19.920 --> 00:44:22.719
your patients or your a lotto customers or what have you.

773
00:44:22.880 --> 00:44:26.840
Hotel operators, you have a new new big one coming

774
00:44:26.880 --> 00:44:27.880
online soon tell us.

775
00:44:28.280 --> 00:44:31.119
Big Use came online a week and a half ago.

776
00:44:31.360 --> 00:44:31.599
Nice.

777
00:44:31.920 --> 00:44:36.360
Uh, it's in Martha's vineyard. And what we developed several

778
00:44:36.480 --> 00:44:38.639
years ago for the hotel industry was something called I

779
00:44:38.960 --> 00:44:42.960
called it an ingram called sierge. It's basically a tablet uh,

780
00:44:43.000 --> 00:44:44.760
and it's it could be just a straight tablet and

781
00:44:44.800 --> 00:44:47.320
you can talk to this microphone on it, or you

782
00:44:47.360 --> 00:44:50.360
can grab a tablet with as a handset and buy

783
00:44:50.400 --> 00:44:54.280
that from our distributors. Uh. And the idea was the

784
00:44:54.440 --> 00:44:57.239
return passive revenue generation to the hotel rooms. How would

785
00:44:57.239 --> 00:45:01.320
they do that? These would have the album would have tiles,

786
00:45:01.360 --> 00:45:03.800
will have tiles on it. Each one of those tiles

787
00:45:03.840 --> 00:45:07.360
can be sold to a local area of business, right

788
00:45:07.519 --> 00:45:12.840
to advertise a restaurant, vicecol rental shop. Who knows what.

789
00:45:12.960 --> 00:45:14.880
It's going to replace this? I think this is funny.

790
00:45:14.880 --> 00:45:19.119
It's going to replace the photocopy, photocopy photocopied list.

791
00:45:19.880 --> 00:45:21.440
Yeah, a piece of paper.

792
00:45:21.199 --> 00:45:24.440
That's they're not getting any even thank you from really referring.

793
00:45:25.760 --> 00:45:27.960
So you're getting paid to carry in all one hundred

794
00:45:27.960 --> 00:45:30.239
and ten rooms, not ad right, And I don't know

795
00:45:30.239 --> 00:45:32.239
how much you guys, you know the marketing teams will

796
00:45:32.320 --> 00:45:34.440
charge for it. It's up to them. But the whole

797
00:45:34.440 --> 00:45:36.559
notion is you can touch that tile and you can

798
00:45:36.559 --> 00:45:41.039
either order food, let's say, or make a reservation from

799
00:45:41.039 --> 00:45:43.199
that device. You can check and check out, you can

800
00:45:43.320 --> 00:45:46.679
order supply for the room. We've even got you've been here,

801
00:45:46.679 --> 00:45:49.559
you've seen the robot in our lobby. We've integrated with

802
00:45:49.719 --> 00:45:54.880
robots for the hotel operators that need help in other words,

803
00:45:54.920 --> 00:45:56.719
they don't have a lot of humans.

804
00:45:57.599 --> 00:45:59.000
I go to a lot of hotels. There are a

805
00:45:59.039 --> 00:46:00.559
lot of those, actually.

806
00:46:00.320 --> 00:46:06.079
Right, So the WATTS is to help maximize the housekeeping

807
00:46:06.079 --> 00:46:08.360
staff to do deliveries to the rooms of certain products.

808
00:46:08.360 --> 00:46:13.719
But after long story short, yeah, so it helps. It

809
00:46:13.719 --> 00:46:17.239
helps the hotel operators become more productive. We integrate with

810
00:46:17.320 --> 00:46:21.519
their prime, their PMS systems, so that we can when

811
00:46:21.559 --> 00:46:24.199
you say I need a shampoo of the room, hit go.

812
00:46:25.199 --> 00:46:27.559
We'll integrate with their messaging system if they have but

813
00:46:27.679 --> 00:46:30.079
if they don't happen, we will use our messaging system

814
00:46:30.320 --> 00:46:34.440
to look at the nearest worker that can satisfy that request.

815
00:46:35.320 --> 00:46:41.599
You'll also get in room dining, you won't get. Uh.

816
00:46:41.719 --> 00:46:43.639
Here's what I saw recently, which game of the idea

817
00:46:43.639 --> 00:46:46.920
of Disney, a big hotel and Disney. You want to

818
00:46:46.920 --> 00:46:49.000
eat in your room, you want to order room service,

819
00:46:49.199 --> 00:46:51.559
You make a phone call. The kitchen can't take the call.

820
00:46:52.119 --> 00:46:54.320
This thing went over to a point of sale printer

821
00:46:54.400 --> 00:46:57.119
at the bar, and I was watching the paper just

822
00:46:57.159 --> 00:47:01.199
spew onto the floor, and I asked the bar, I said,

823
00:47:01.400 --> 00:47:04.440
what's that goes? Oh, that's room service orders that the

824
00:47:04.519 --> 00:47:06.599
kitchen can't take because they're too busy. I said, but

825
00:47:06.639 --> 00:47:08.280
it's on the floor. He goes, yeah, I can't take

826
00:47:08.320 --> 00:47:11.199
it either. People were coming up to the bar screaming

827
00:47:11.239 --> 00:47:14.320
at this guy. Yeah, this is like you know, seven

828
00:47:14.360 --> 00:47:16.119
or eight years ago, and I said, you know what,

829
00:47:16.159 --> 00:47:20.119
I can fix this. So again, you know, part of

830
00:47:20.239 --> 00:47:23.159
what we do is we observe, We listen and we observe,

831
00:47:23.239 --> 00:47:27.760
and we build that kind of deterministic structure into our product.

832
00:47:27.800 --> 00:47:31.480
Street For the hotel operators that says that won't happen,

833
00:47:31.800 --> 00:47:33.599
We're going to route those calls. We give you an

834
00:47:33.639 --> 00:47:38.760
intelligent routing application that it's easy to implement on your own.

835
00:47:38.960 --> 00:47:41.760
That ensure is that somebody is going to get that

836
00:47:42.039 --> 00:47:45.840
order that will not go to the floor off a

837
00:47:45.840 --> 00:47:49.519
point to sell printer. So again, I you you know,

838
00:47:49.880 --> 00:47:51.559
we can lead a horse to water, but we can't

839
00:47:51.599 --> 00:47:56.480
make it a mule. But we're going to give you

840
00:47:56.519 --> 00:47:59.840
every opportunity to maximize the potential of your business. There's

841
00:47:59.840 --> 00:48:03.360
no excuses with unified office, and so by being vertically focused,

842
00:48:03.760 --> 00:48:05.840
we're able to understand the pain points of each of

843
00:48:05.840 --> 00:48:09.800
these verticals exactly and then build those products that are

844
00:48:09.840 --> 00:48:11.760
important in Germane to them.

845
00:48:11.880 --> 00:48:13.960
All right, one more topic. We're almost out of time.

846
00:48:14.239 --> 00:48:18.400
You offer a partnership program as well, where example would

847
00:48:18.400 --> 00:48:21.639
be a managed service provider, an IT company who's in

848
00:48:21.679 --> 00:48:25.519
front of the same audience. Often they can carry our

849
00:48:25.599 --> 00:48:26.960
solutions in their suite.

850
00:48:27.000 --> 00:48:28.760
Talk about that, so they can.

851
00:48:28.880 --> 00:48:30.800
So we're a channels or a channel basically a channels

852
00:48:30.800 --> 00:48:33.480
based company, right, And to your point, and these guys

853
00:48:33.559 --> 00:48:36.840
are out there, these I people in particular, they don't

854
00:48:36.880 --> 00:48:39.360
have much to offer, right, They're offering plain old vanilla.

855
00:48:39.400 --> 00:48:41.559
They just have a phone right, right, and many of

856
00:48:41.599 --> 00:48:42.719
them do. Right.

857
00:48:42.960 --> 00:48:44.719
And a lot of a lot of businesses today don't

858
00:48:44.719 --> 00:48:47.800
want to deal with multiple IT companies, right. They want

859
00:48:47.920 --> 00:48:50.360
one one person to sell everything for them.

860
00:48:50.559 --> 00:48:50.679
Right.

861
00:48:50.880 --> 00:48:55.920
So you know a lot of our partners, before Unified

862
00:48:55.960 --> 00:49:00.320
Office came on the scene, for them, they would either

863
00:49:00.440 --> 00:49:03.679
drop voice because it was problematic. It was the quality

864
00:49:03.760 --> 00:49:06.639
was horrible and so it was hurting their practice. Well,

865
00:49:06.639 --> 00:49:08.599
that prevented them from going and answering a lot of

866
00:49:08.639 --> 00:49:11.239
our fees and said you must also offer voice. Yeah,

867
00:49:11.440 --> 00:49:14.800
So by combining Unified Office with your I platform, they're

868
00:49:14.800 --> 00:49:16.440
able to open and we're able to help them open

869
00:49:16.519 --> 00:49:21.000
up new markets together. Right, And you know, now they're relevant.

870
00:49:21.039 --> 00:49:24.679
They're offering something that's life changing for their customers that

871
00:49:24.800 --> 00:49:28.280
up until now it's just been cheap voice, cheap voice.

872
00:49:28.159 --> 00:49:30.599
Right, right, It really is so different. I hope we

873
00:49:30.679 --> 00:49:33.320
got that point across. It really is so different. And

874
00:49:33.400 --> 00:49:35.719
that partner can develop a recurring revenue stream.

875
00:49:36.400 --> 00:49:39.159
Recurring revenue stream, that's right, everything every month they'll get

876
00:49:39.159 --> 00:49:41.039
paid as long as they get a customer. And we

877
00:49:41.119 --> 00:49:43.880
asked them to do some Tier one work and by

878
00:49:43.880 --> 00:49:46.880
building if they want, they can also monetize the AI

879
00:49:47.000 --> 00:49:50.679
platform by building those easy create services.

880
00:49:50.280 --> 00:49:51.880
Or their costs, well, they could do that.

881
00:49:52.480 --> 00:49:54.960
So that's a professional service that they're able to offer

882
00:49:55.039 --> 00:49:59.360
should the customer decide they don't want that responsibility. So yeah,

883
00:49:59.360 --> 00:50:03.159
I know it's a great platform, not because I built

884
00:50:03.199 --> 00:50:05.320
the company, but it's just it's an amazing company that

885
00:50:06.039 --> 00:50:07.719
there's so much more that we do, and you know,

886
00:50:07.760 --> 00:50:10.239
from talking to me, I sometimes forget to talk about

887
00:50:10.239 --> 00:50:12.920
these things, and I'm used to it because I'm here

888
00:50:12.960 --> 00:50:16.039
every day, right, and I forget that it's, you know,

889
00:50:17.320 --> 00:50:21.679
such an important company, especially in today and the AI

890
00:50:21.840 --> 00:50:24.719
storm that we're all sort of trying to navigate our

891
00:50:24.719 --> 00:50:25.199
way through.

892
00:50:26.199 --> 00:50:29.000
So all right, last two questions, who in the viewing

893
00:50:29.000 --> 00:50:33.639
and listen listening audiences should reach out and why? And

894
00:50:33.760 --> 00:50:35.199
the second is the best way for people to get

895
00:50:35.199 --> 00:50:37.400
in touch. Look at the crawl it's coming in a second.

896
00:50:37.559 --> 00:50:39.400
Let's start with that. Who should reach out to you

897
00:50:40.119 --> 00:50:41.519
or anybody, your teammate.

898
00:50:41.679 --> 00:50:47.000
A reseller, you know, an IT shop, a current legacy

899
00:50:47.039 --> 00:50:49.320
phone system reseller. They want to be part of this

900
00:50:49.400 --> 00:50:53.079
new world right end users as well. So we also

901
00:50:53.119 --> 00:50:55.679
sell direct. And the reason we want we want to

902
00:50:55.719 --> 00:50:57.960
sell direct is because we don't we can't identify every

903
00:50:58.039 --> 00:51:00.360
MSP that might be out there. We'll learn who their

904
00:51:00.440 --> 00:51:03.280
I T shop is and then and then get a

905
00:51:03.280 --> 00:51:05.280
hold of the I shop and make, you know, help

906
00:51:05.320 --> 00:51:08.119
them become a reseller, right, and so it works in

907
00:51:08.159 --> 00:51:12.719
both directions. So Unified Office dot com there's easy contact.

908
00:51:12.719 --> 00:51:17.679
Those forums on the website that's the easiest way to

909
00:51:17.719 --> 00:51:20.039
do it. Are yours. I'm five eight nine thirty seven

910
00:51:20.159 --> 00:51:22.880
hundred fat numbers out there as well. Til the bittle

911
00:51:22.880 --> 00:51:24.800
hold of ken, you'll get a hold of the lory

912
00:51:24.840 --> 00:51:28.119
in the team and you'll be well taken care of.

913
00:51:28.480 --> 00:51:31.000
Sounds good, DJ, All right, so listen, thank you so

914
00:51:31.199 --> 00:51:34.239
much for giving of your time. I appreciate it. I

915
00:51:34.320 --> 00:51:38.199
know the audiences will appreciate this, and I appreciate you good.

916
00:51:38.559 --> 00:51:40.119
Thanks for having me, Thank you, and.

917
00:51:40.159 --> 00:51:42.880
Thanks everybody for watching and listening. This is a show

918
00:51:42.880 --> 00:51:47.039
about business, business success, business challenges. If you've got sixer

919
00:51:47.280 --> 00:51:50.599
excuse me concerns about the sales effectiveness of your company,

920
00:51:50.639 --> 00:51:52.440
whether you're small or large or somewhere in the middle,

921
00:51:52.480 --> 00:51:54.679
give me a call, well, reach out to me. That's

922
00:51:54.840 --> 00:51:58.239
Kevin at Winning Business Radio dot com uh one of

923
00:51:58.320 --> 00:52:00.760
my many email addresses. We're Winning in corporated part of

924
00:52:00.840 --> 00:52:04.440
Sandler Training. We develop sales people, sale and sales teams

925
00:52:04.559 --> 00:52:08.800
into high achievers and sales leaders into true coaches and mentors. Hey,

926
00:52:08.840 --> 00:52:11.000
we're not a fit for everybody, but maybe we should

927
00:52:11.000 --> 00:52:14.000
have a conversation. Thank you again to one our engineer

928
00:52:14.079 --> 00:52:16.039
and producer for another job well done. Be sure to

929
00:52:16.119 --> 00:52:19.199
join us next Monday, May fourth, when my guests will

930
00:52:19.239 --> 00:52:23.000
be Erica Wasserman, founder of your Financial Therapist. Until then,

931
00:52:23.079 --> 00:52:24.079
this is Kevin Helen.

932
00:52:23.920 --> 00:52:28.480
In You've been listening to Winning Business Radio with your

933
00:52:28.519 --> 00:52:32.000
host Kevin Helen. If you missed any part of this episode,

934
00:52:32.119 --> 00:52:36.239
the podcast is available on Top four Podcasting and iHeartRadio.

935
00:52:36.719 --> 00:52:40.440
For more information and questions, go to Winning Business Radio

936
00:52:40.559 --> 00:52:43.559
dot com or check us out on social media. Tune

937
00:52:43.599 --> 00:52:45.639
in again next week and every Monday at four pm

938
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Eastern Time to listen live to Winning Business Radio on

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W four CY Radio W four cy dot com. Until then,

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let's succeed where others have failed and win in business

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with Kevin helen In and Winning Business Radio

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M