LiveVox has partnered with Jenne to grow its North American customer base, while Jenne is able to offer its partners AI and CX contact centre solutions.
Jenne, which describes itself as a “leading cloud services brokerage”, has a long list of value-added resellers throughout North America who will gain immediate access to the LiveVox platform.
This is not the first time LiveVox has targeted the U.S. and Canadian channel community. In April 2022, it launched a new partner programme called ACTivate, which provides partners with specialist tools for marketing and selling its CCaaS solutions.
John DiLullo, CEO, LiveVox, said: “This partnership provides Jenne and its partners a simple and substantive CCaaS solution – while helping LiveVox increase its North America distribution through Jenne’s impressive network.
“You simply can’t deliver the AI capabilities customers want using legacy, on-premise contact centre solutions.
“As an increasing number of organizations look to shift to the cloud, LiveVox and Jenne will provide them the capabilities, speed, flexibility, and support needed to maximize their performance.”
With access LiveVox’s solutions, reseller clients can transition away from on-premise contact centre solutions and add the latest CCaaS capabilities, such as AI and automation.
According to LiveVox, in order to facilitate the switch to cloud, contact centres often rely on partners to provide best-in-class technology, specialist support, and implementation assistance.
The partnership will combine LiveVox’s cloud contact centre solutions, which have been built to boost agent performance and customer experience, along with Jenne’s pre-sales and post-sales support.
LiveVox believes this produce “tangible results”, as well as a return on investment, for the contact centre industry.
Michael Gottwalt, Vice President Cloud Solutions & Enablement, Jenne, commented on the partnership: “LiveVox’s proven CCaaS platform simplifies the way contact centre leaders create seamless customer journeys while increasing collaboration and efficiency to deliver a faster route to ROI.”
“We’re excited to partner with LiveVox to deliver game-changing solutions to the market as the shift to the cloud intensifies.”
A similar partnership emerged in 2021 between LiveVox and AppSmart, in which LiveVox gained exposure to AppSmart’s partner ecosystem.
In return, AppSmart’s 5,500 technology advisors were able to access all of LiveVox’s cloud-based solutions.
At the time, omnichannel engagement tools were the hot products, which were touted as the best route to digital transformation. While those are still essential CCaaS features on offer today, the marked difference is LiveVox’s repositing of artificial intelligence and automation capabilities as the front and centre focus of its contact centre tools.
More recently, in June 2022, LiveVox partnered with SuccessKPI. In this instance, however, it was adopting SuccessKPI’s analytics platform, enabling its customers to use more than 180 popular third-party applications and data sources.
Around the same time last year, LiveVox added its contact centre solution to the Salesforce AppExchange to enable agents to handle calls directly from the Salesforce workspace.
In March 2023, DiLullo shared his views with UC Today’s Rob Scott at Enterprise Connect.
He called out artificial intelligence as being one of the most exciting areas for CX customers at the moment, although he believes it shouldn’t steal attention from other important areas like employee experiences.
This includes giving staff members the necessary tools to achieve the broader goal of customer satisfaction.
DiLullo also pointed to security as being an important consideration for contact centres, as security concerns are one of the greatest obstacles to cloud adoption.
