CXtec and Telecom Reseller Talk Quality VoIP Phones, Serving Legacy Niches, and Ensuring Quality

Recently the CXtec team was down in the great state of Texas at IAUG conference.  As always, we had great time and met a bunch of great people.  We had some very interesting conversations.

Among those good conversations one of our Product Managers of voice and data spoke with Doug Green, Publisher of Telecom Reseller

They spoke about the following:

  • Continued demand for legacy voice and data hardware from users, and how that demand is filled well
  • Providing technology at user's specific pace
  • Providing top quality service before, during, and after purchase
  • Getting value from trade-in programs and making smooth transition from legacy to current hardware
  • Identifying  a quality pre-owned hardware provider, ensuring quality products
  • Not just "used equipment"

You can listen to that conversation here.

Or you can get the entire conversation below.


Full Transcript

Read the full conversation between CXtec's  Michelle Romeo (MR) and Telecom Reseller's Doug Green (DG).

DG:             

This is Doug Green and I’m the publisher of Telecom Reseller and I’m with Michelle Romeo who is the Product Manager for both voice and data at CXtec. Michelle, thank you for visiting us here today.

MR:       

Yes, thanks for having me Doug.

DG:             

What is CXtec?

MR:       

CXtec, we’ve been in business for a little over 35 years since 1978. Our Founder and CEO Bill Pomeroy, he started by selling used IBM mainframe options out of his garage. Then he expanded into the cabling world, selling race floor and bus and tag cabling. From there, we grew to what we are now, an almost 250-team company that provides technology solutions to customers all over the world. Basically, we are a provider of voice, data networking, hardware and manufacturing of our own CABLExpress product lines.

DG:             

You started out as basically a secondary market company, and that sounds like the typical trajectory of a company in that market. Although you had some data and so on, it sounds like CXtec has changed over time and now involves other things beyond also the legacy equipment.

MR:       

The legacy equipment is our core product line with our equal2new brands. We did start off, like I said, with selling cables out of a garage and we grew into the data networking after that. We cover all tier 1 manufacturers through our equal2new product lines with Cisco, Nortel, Avaya, 3Com, Juniper, any of the tier 1s on the data side. We got into the voice market 10 years ago and we do Avaya, Nortel and Cisco on the voice side right now.

DG:             

We talked in our workup before the interview about Nortel and how many people still have Nortel equipment and how sometimes it’s really tricky to find replacement here and so on for that.

MR:       

Obviously, Doug, when a manufacturer discontinues a product, that product does become higher in demand. We are constantly trying to look for IP phones for example that are very much in demand both on the Avaya, Nortel and the Cisco fronts. A lot of our customers still carry the legacy products. There is where we sell the big footprint of Nortel on the digital side, the TDM market. As a matter of fact, Gartner just came out that this year alone will be a $500 billion spend in the TDM market share.

DG:             

That’s a very interesting point that after all about VoIP and of course all the current hup hup about WebRTC and cloud and so on, TDM is still a huge part of our market in a big way that people still communicate.

MR:       

We find that there is a lot of legacy product that’s still out there. The value that we bring to the table, if you are a legacy user, is we allow you to upgrade at your own pace, to upgrade your technology at the pace that you are comfortable with, not at the pace that the manufacturer is setting for you to upgrade.

DG:             

As a customer, you chose how you want to migrate, you chose the pace of migration. Meanwhile, how does CXtec help and support customers take care of people with needs and so on?

MR:       

Sure. Our customer service, Doug, by far is the best in the industry. What sets us apart from others is our people. For example, we have an entire team of post-sale and pre-sale engineers that you work with to help you determine what works best for you. If it’s digital phones that you’re happy with and you want to stay there, it’s digital phones. If you want to migrate to the IP phones, we have engineers that can help you with the correct IP phones, help you get your network voice-ready with the POE switches, things like that.

DG:             

I understand you have trade in programs.

MR:       

We do. If you, for example, are looking to go into the IP phones and you have digital phones, right now you want to upgrade to your IP phones, we buy back all voice and data networking hardware from the current EDGE stuff to old legacy stuff. We still have a big market for the digital phones, for analog phones. With 26.16 and 39.04, they have still value to us.

DG:             

For the many Nortel readers that we have or people that continue to have Nortel on the shelf and so on, as they basically run to the end of the line with that for one reason or another, how can you help them migrate from Nortel branded or badged equipment to Avaya badged equipment, if you will?

MR:       

Are you talking about the same product, different brands or moving from the blue to the red?

DG:             

That’s right.

MR:       

Okay. We can certainly help you in almost every area of that. We carry the latest IP phones from Avaya. We will buy back any of your Nortel phones that you’re pulling out. We can help you with the post-sale and the pre-sale engineering on that as well.

DG:             

Michelle, when I think about used equipment, sometimes it can be a little bit tricky to source that market. It can be hard to figure out who the quality resellers are and so on. In that world, how does CXtec distinguish themselves?

MR:       

Doug, we have a 70,000 square foot warehouse which houses all of our finished products. All of our products go through a 10 step ISO certified process. For the Nortel products specifically on the phones, every phone comes with a new handset, a new handset cord. We replace housings and probably 90% of the phones, we replace displays if they are missing a pixel, even if it’s just one pixel. It’s replaced with a brand new display. It’s not replaced with a used display that came of off another phone that was had a bad speaker in it. Every phone comes in, we have got a unique bar code on it and that bar code is tracked through every step of our certification. Once it goes through our 10 steps, we stock it and then we back it with our lifetime warranty. The phones are individually boxed.

Somebody mentioned to me today that one of the things that they liked about buying from us is that everything is in one box, that’s the handset, the phone, the cord. They open it up, it’s all right there. The Nortel phones all come with literature pack which includes brand new buttons, includes the user guides to help the users use the phones. These are things that make us different. Our IP phones all have the Mac addresses on the outside of the boxes on the phones. We can put them in an Excel Spreadsheet and get it out to our customer prior to them even receiving the phones.

DG:             

It really is in many ways not just a ‘used phone’. It’s a product that’s gone through a big value add process and is backed by warranty and a guarantee.

MR:       

Our lifetime warranty is standard practice for us. We were first to market with the refurbished product 30 something years ago and our equal2new brand is close to 20 years old

DG:             

Out of the 35 years in the field, I think it’s safe to say that purchases are pretty safe.

MR:       

Yes. Our warranties went pretty solid.

DG:             

I assume also that your staff is highly knowledgeable and understands the differences between different models and what type of phone might be required here and there.

MR:       

Absolutely.  Our engineers all have the required certifications, not just for Nortel but for every product that we at CXtec represent. It’s all tier 1 products, we have a team that represents our Cisco voice product, a team that does our Cisco data, a team that does our Avaya voice and data, Juniper, HP.

DG:             

As much as we have many readers that have sites that are latest and greatest, sometimes the same readers have deliberately decided to keep sites in a legacy status for a while. It sounds like CXtec is a good resource.

MR:       

Absolutely.

DG:             

Where can we learn more about your company?

MR:       

You can find us on at www.cxtec.com. We’re also on Facebook, we’re also on Twitter.

DG:             

Thank you very much indeed for taking time out to talk to us.

MR:       

Great. Thanks for having me.


If you have any questions relating to this conversation, please contact us via this website or drop us a line on Twitter - @CXtec. 

Comments

Post a Comment

Required Field