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Voice4Net’s WebRTC-based contact center offerings include cloud, premises or hybrid infrastructures; two-way text messaging via the contact center; interactive voice response (IVR); routing and automation; and a customizable, widget-based interface.
Alan Rihm, CoreDial’s CEO, tells Channel Partners the acquisition will allow his company‘s partners to expand to new verticals. The Voice4Net offerings have had success in markets including health care, education, retail and financial services.
“This acquisition is an integral part of CoreDial’s strategy to build upon the company’s cloud communications service delivery platform and add a robust set of end user features for our channel partners and their customers,” he said. “The addition of award-winning contact center and IVR capabilities to our new UC and mobile applications enables our channel partners to deliver even more value to their end-user customers. This also helps expand their addressable market to larger customers, as well as many horizontal and vertical implementations. We’re very excited to have Rick McFarland, who served as chief executive officer of Voice4Net, and his team, join CoreDial on this next phase of our journey. We believe the combined entity provides maximum value to our channel partners and their customers.”
CoreDial says about 40 percent of its partners now sell contact center/customer engagement services from separate vendors at margins of 15-20 points. Its platform incorporating Voice4Net contact-center solutions will offer margins estimated as much as 40 percent for resellers, it said.
Voice4Net’s partners will continue to be serviced and will be able to “take advantage of additional integrations which will take place in the future,” CoreDial said. The two companies’ partner communities will be consolidated, “but it’s more that Voice4Net’s contact-center solutions will be offered as a part of a unified UCaaS platform from CoreDial, incorporating contact center/customer engagement,” it said.
CoreDial has a base of more than 800 MSPs, VARs and IT solutions providers. Its platform is in use with more than 20,000 end-user companies.
CoreDial expects the market for contact center/customer engagement solutions to grow at a rate of 15 percent annually.
“We see this as a market-making acquisition for CoreDial’s partners,” McFarland said. “There is significant opportunity within the channel, where there is high demand to buy a robust, fully integrated contact-center solution from a trusted local technology provider. It further reinforces that fact that CoreDial is listening to its channel partners and honoring its commitment to deliver value to them — early and often.”