As end-users consistently demand more features and flexibility from their communications providers, the cloud has become an exciting way for resellers to offer valuable, cost-effective solutions to their customers. With the cloud, time-to-market is faster, as there are no complex hardware solutions to install, and instances can be scaled up or down as necessary to suit the needs of a client.
Of course, the cloud comes with its challenges too – mainly the switch from a CapEX to OpEX model that’s difficult for some cash-strapped resellers to get used to. We spoke to the MD of Akixi, Bart Delgado, about his thoughts on the contact centre channel partner market, and the potential of the cloud.
Do You Think That Becoming a UC/ Contact Centre Provider is Easier Today?
While making the switch from being a CapEX reseller to an OpEX partner might be overwhelming, starting from scratch as a reseller couldn’t be easier in this new cloud-focused environment. As Bart noted:
“Technical expertise is no longer a pre-requisite for selling contact centre, but is more about selling the business benefits that such solutions can enable.”
The cloud and hosted environments mean that contact centre resellers no longer require the same complex engineering knowledge and skillsets to get ahead. Solutions have become simple, sellable and scalable, both for UC and the contact centre.
Are Channel Partners Affected by Disruptive Tech?
Although cloud itself could be defined as a piece of “disruptive technology” it’s often seen a precursor in the unified communications world to other discussions about AI, IoT, and machine learning. I was interested to find out whether Akixi is seeing demands from their channel partners for more “disruptive” value-added offerings.
“A lot of people are talking about AI and IoT right now, but not many people are actually doing it. We’re operating in the small business market where resellers are the most effective, and most comfortable, and in that space, these big buzzwords aren’t the mainstream – at least not yet.”
The play for channel partners, according to Bart, is very similar to what it’s always been – finding the right solution for each customer and looking for ways to differentiate.
“The only difference now is that it’s a cloud game, instead of on-premises.”
Do You Think Selling Is Easier with Hosted Solutions?
The hosted platform solution, and “as a service” offerings that have become so popular today are, in some ways, de-skilling the channel partner. Resellers no longer need the training they once required to sell a contact centre solution, because a system can be set up in a matter of hours – rather than taking months to implement.
As Bart noted:
“Showing off what a system can do is easier today. You can simply send someone five cloud phones in the mail, have them set up Akixi, and enjoy the experience for themselves. Today’s partners can jump straight into action, and that’s really the power of the cloud.”
