Having held leadership positions at Cisco, Five9, & ShoreTel, Geoff Works is an established contact center channel strategy leader.
At Cisco, he and his team grew its base of partners eligible to sell the Webex Contact Center from 300 to 3,000 in just one quarter.
Yet, having recently accepted the VP of Global Channels Sales role at CCaaS rival UJET, Works’ plan is notably different this time around.
Instead of putting the platform in as many hands as possible, the goal is to leverage UJET’s differentiator as a midmarket solution, target best-fit partners, and build robust channel relationships.
Three months in, and those relationships are blossoming, with UJET’s channel strategy delivering “promising results” in pushing the CCaaS provider’s midmarket mission forward.
The Midmarket Gap in CCaaS Space
Enterprise CCaaS buyers of 1,500 agents or more tend to choose the safety of a broad platform.
Meanwhile, small businesses with under 50 agents typically select cost-efficient point solutions.
Then, there is the midmarket, which too often finds itself stuck between a rock and a hard place.
Do these businesses purchase an enterprise platform they may not be able to fully adopt or maintain, or integrate point solutions to build a makeshift platform?
Both options have significant drawbacks in terms of time and resources.
Thankfully, UJET has primed its offering for the 50-1,500 agent contact center and provides an alternative with a clear-cut USP that appeals to end-users (and those all-important channel partners).
That customer-approval is evident in UJET recently extending its streak as G2’s “leading product in user satisfaction for contact center” to 17 quarters in a row.
“For SMB and mid-market enterprises, implementation and support are key,” said Works.
“UJET’s strength lies not just in offering enterprise-grade technology to the broader market, but also in providing exceptional implementation and support, which is crucial for long-term customer satisfaction. This focus on execution is a major reason I joined UJET, and it’s integral to our strategy.”
That unwavering focus, sentiment, and execution ensures that UJET’s vision resonates not only with customers but also with Technology Service distributors (TSDs) and advisory services.
A Focused Channel Strategy to Exploit the Gap
Channel strategies are often too scattered in their messaging, priorities, and TSD engagement. That lack of focus results in missed opportunities.
Thankfully, UJET’s midmarket messaging is clear-cut, and Works wants to complement that with a focused channel strategy.
That strategy centers on three US-based TSD juggernauts: Avant, Telarus, & Intelisys.
With this concentrated drive to foster three primary relationships, UJET aims to maximise the impact of its available resources.
Moreover, after fostering engagement through these TSDs and demonstrating success, Works wants to expand the strategy to a broader set of TSD’s & across a greater geographic footprint. He said:
“This strategy will involve sponsorships, events, and education to increase awareness among technology advisors.”
In addition, in a move sure to be welcome by the community of Trusted Advisors & Channel Partners, UJET will route all new inbound leads through the TSDs and their CX/AI-focused Trusted Advisors to aid that strategy.
By making that shift, UJET emphasises its commitment to the channel and – according to Works – ensures that customers receive the best support and implementation experience.
Early Signs of Success for UJET
UJET is still in the early stages of executing its channel strategy. However, Works believes that the CCaaS disruptor is already gaining (mid)market momentum.
“We’re seeing promising early results, which is exciting given we’ve just started and are still training TSD sales and support teams to ensure they can effectively promote UJET,” he said.
“Our early progress with technology advisors is encouraging, and we’re optimistic about the momentum we’re building.”
To further that momentum, Works is extending his team and looking for experienced channel executives with strong industry relationships.
Those who fit the bill and want to learn more can visit UJET jobs.
Alternatively, those wishing to take a look at the UJET Cloud Contact Center platform, may instead go to ujet.cx.
