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Network & Connectivity

Network and Connectivity are the baseline information that should be known before getting into selling the other services and solutions. Information like knowing the different kinds of providers can be crucial information when learning the basics.

Level 1 Topics
  • Dedicated vs. Best-Effort Services
  • Different Kinds of Providers: Cables, ILECs, CLECs (USA ONLY)
  • Different Kinds of Providers: 4G/5G & Satellite
  • Basic Wide Area Networks: VPN, MPLS, Layer 2 VPLS
  • Software-Defined Wide Area Networks (SDWAN) Basics
  • Level 1 Conversation Starters and Key Questions
  • Bringing it all together – Exactly What to Say: Challenger Sales Training for Level 1 Topics
Level 2 Topics
  • Connectivity Pricing and Availability Tools
  • Effects of Latency, Packet Loss, Jitter
  • What is a firewall?
  • Firewalls: stand-alone vs. embedded with the SD-WAN
  • MPLS Migration (SDWAN)
  • Bringing it all together – Exactly What to Say: Challenger Sales Training for Level 2 Topics
Level 3 Topics
  • SD-WAN Back-end Comparison: (agnostic)
  • Firewall / SD-WAN Performance and Technical Considerations
  • SD-WAN: Error Correction and Traffic Optimization
  • Large Scale Deployments: Considerations for Multi-Sites and Gig+ Pipes
  • Cloud Connectivity (AWS, Azure, Google Cloud) (High Level)
  • Bringing it all together – Exactly What to Say: Challenger Sales Training for Level 3 Topics

Unified Communications & Customer Engagement

Unified Communications is the unification of communication channels within a single management platform. It allows customers to manage their systems within their business, but the customer engagement process is essential.   

Customer engagement allows the customers to feel heard and scale to meet business demands. The value of Unified Communications comes from the increased efficiency and proficiency of properly engaging your customers. No matter the size of the customer’s company, UC can improve collaboration, communication, and improve productivity. 

Level 1 Topics
  • Definition of UCaaS
  • What is a phone system?
  • Different Kinds of PBX Providers: On-Premise vs. Cloud
  • Teams / Collaboration
  • Video Conferencing and Messaging
  • Key Drivers in the Decision Making Process
  • Level 1 Conversation Starters and Key Questions
Level 2 Topics
  • UCaaS Back-End Systems: Definition and Capabilities
  • Considerations when migrating from Premise to Cloud
  • Key Differentiators of UCaaS Service Providers
  • Native vs. Wholesale/White-Labelled
  • Key Integrations of UCaaS
  • Where UCaaS ends and CCaaS begins
  • Level 2 Conversation Starters and Key Questions
Level 3 Topics
  • Large Scale UCaaS Deployments: Bulk Quotes and Multi-Site Project
  • Management Considerations
  • Microsoft Teams Deep Dive: Technical and Financial Considerations
  • Integrating AI, analytics, and other advanced feature sets
  • UCaaS for Gov/Ed and RFPs
  • UCaaS Total Cost of Ownership Calculations
  • Level 3 Conversation Starters and Key Questions

Cloud Infrastructure

Cloud infrastructure comprises many components, including servers, software, virtualization software, services and management tools, network devices, and other storage resources. Understanding the Cloud is more than just knowing the latest applications; it is about understanding the history and tools that make up this complex infrastructure.   

Becoming knowledgeable in the services that the Cloud infrastructure can give you an upper hand in the competition. Important infrastructure services that everyone should understand include network monitoring, security, billing, load balancing, and disaster recovery. These services are constantly changing and growing, so it is time to get in the know. 

Level 1 Topics
  • History and Evolution of Cloud
  • Public vs. Private vs. Hybrid Cloud
  • Colocation – Edge Concepts
  • Cloud Connectivity 101
  • Infrastructure as a Service
  • Disaster Recover as a Service
  • Backup as a Service
  • Desktop as a Service (DaaS) & Workspace as a Service (WaaS)
  • CDN
  • Bare Metal Infrastructure
  • Level 1 Conversation Starters and Key Questions
Level 2 Topics
  • Cloud Migration Processes (Lift & Shift, Refactoring, Hybrid)
  • Comprehensive Cloud Control Panels
  • Telarus Cloud Tools
  • Case Study Breakdowns (How Cloud is Being Used – 4 Different Verticles)
  • Level 2 Conversation Starters and Key Questions
Level 3 Topics
  • Cloud Content Delivery
  • Big Data (Data Lakes, etc.)
  • AI & Machine Learning
  • Advanced VM Ware
  • Microservices, Serverless, & Containerization
  • Advanced Workload Management
  • International Cloud Considerations
  • Level 3 Conversation Starters and Key Questions

Contact Center & Customer Experience

The customer’s experience with a Contact Center can be the differentiator between continued business and the customer switching to a competitor. Continued positive experiences can lead to more sales and are the criterion for success.   

Contact centers handle customer contacts from multiple channels and can include email, social media, chat, phone, and more. It is a contact center agent’s job to serve as a customer service representative and interact directly with those who need assistance. They are the principal component of the customer experience, so they need the tools and training to treat the customer the way they deserve to be treated. 

Level 1 Topics
  • Basics of Customer Experience (CX / CSAT Score) – Why contact center solutions were born
  • History and Evolution of CCaaS (Terminology)
  • Contact Center Technology Basics (Where UCaaS ends and CCaaS begins, pieces of the contact center, add ons, etc.)
  • Key Customer Engagement Features of CCaaS / Omni-Channel
  • Roadblocks of Premises to Cloud Migration
  • Key Drivers & Stakeholders in the Decision Making Process
  • Single stack vs. Overlays
  • CCaaS Supplier Sub-Categories (Native vs. Wholesale/White-Labelled Partnerships)
  • Level 1 Conversation Starters and Key Questions
Level 2 Topics
  • OmniChannel
  • WFO / Performance management
  • Reporting and Analytics
  • Agent Experience
  • Chatbots & AI
  • Common add-ons: gamification, manager reporting, etc.
  • CRM Integrations
  • CCaaS Rules of Engagement
Level 3 Topics
  • CCaaS for Gov/Ed
  • CCaaS RFPs
  • Workforce Management Deep Dive
  • Advanced Chatbots & AI
  • Large Scale CCaaS Deployments & Project Management Considerations
  • Level 3 Conversation Starters and Key Questions


Cybersecurity is used to protect systems, networks, and programs from attacks.  Cyberattacks take place to access sensitive information and data, but protecting and securing this data is critical to keeping businesses safe. Understanding the NIST Cybersecurity Framework can provide you with a deeper understanding of identifying, protecting, detecting, responding, and recovering from cyber-attacks.   

Effective risk management is critical to making sure the business does not get affected. Effect risk management is based on five fundamental steps.  Learning to identify essential assets is straightforward. From there, you must learn to recognize the value, the impact of loss or harm, the likelihood of loss or harm to assets, and lastly, prioritize mitigation activities to be implemented.

Level 1 Topics
  • Introduction to Cyber Resilience
  • The NIST Cybersecurity Framework
  • NIST – Identify
  • NIST – Protect
  • NIST – Detect
  • NIST – Respond
  • NIST – Recover
  • Cybersecurity Matrix (Telarus In-House Resources)
  • Lead Gen Tools and Key Talking Points (Cybercompass, RSI, etc.)
  • Entry Level Security Products (easy security add-ons / Turn key security products: firewall, DDoS, VPN)
Level 2 Topics
  • NIST – Identify: Risk Assessment
  • NIST – Identify: Security Architecture Assessment
  • NIST – Identify: Penetration Testing & Vulnerability Mgmt
  • NIST – Identify: Compliance Readiness
  • NIST – Identify: Virtual CSO
  • NIST – Identify: Business Continuity Planning & DR Planning
  • NIST – Identify: Phishing Simulation & Awareness Training
  • NIST – Protect: Managed Security Services (Firewall, Web, Web Application, Email)
  • NIST – Protect: DDoS and Endpoint Protection
  • NIST – Protect: SASE (Secure Access Service Edge)
  • NIST – Protect: Privacy & Data Protection
  • NIST – Detect: Machine Learning / AI / SIEM
Level 3 Topics
  • NIST – Protect: Zero Trust & Software-Defined Perimeter
  • NIST – Protect: Patch Management
  • NIST – Detect: Advanced Threat Hunting
  • NIST – Detect: SOC (Security Operations Center) as a Service
  • NIST – Detect: Managed Security Service (MSS)
  • NIST – Detect: Managed Detect and Respond (MDR)
  • NIST – Detect: Managed Endpoint Detect and Respond (EDR)
  • NIST – Respond: Incident Response, Containment, & Eradication
  • NIST – Respond: Advanced Global Incident Response
  • NIST – Recover: DRaaS, BUaaS, Asset Reconstruction, & Recovery
  • NIST – Recover: Continuity Planning

IoT, AI, and Machine Learning

IoT, AI, and machine learning are all things or devices that collect data to generate insights. These insights translate into action implemented to help improve a business or process. IoT has many components that include physical devices, applications, and managed and professional services. Exploring new technologies and applications is exciting, and it allows for better solutions and communication 

Level 1 Topics
  • Introduction to IoT
  • How to determine which supplier can help you with an IoT solution
  • Introduction to AI and Machine Learning
  • Level 1 Conversation Starters and Key Questions
Level 2 Topics
  • Components of several IoT solutions, things to consider
  • How to calculate a ROI
  • Level 2 Conversation Starters and Key Questions
Level 3 Topics
  • The various connectivity technolgies
  • Sales Engineer module
  • Level 3 Conversation Starters and Key Questions

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