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Intelisys Vet Rejoins Master Agent Channel, Brings Contact Center Experience to Telarus

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… built a structure around it, they built a team around it, they have expertise already and they’ve identified it as one of their advanced programs. So when I look at the players in that space, Telarus is really separating themselves as the place to be if you want to sell contact center. And those people who have been around the channel for a while know that CarrierSales was a huge contact center master agent and they were acquired by Telarus so it is the place to be if you want to learn how to do this correctly.

CP: What is it about contact center that makes it an exciting solution area? Are we going to be seeing bigger things happening in contact center?

BK: Absolutely. The reason we’re going to see bigger things in that space and it’s kind of exciting is because there was a lot of opposition to moving contact centers to the cloud before. You had your premises-based companies and they kind of ruled the roost, and for the longest time it was only 10-11% [cloud]. Well, in the last three years it’s moved from that 10-11% to about 13% worldwide and 15% in the United States, and everyone, whether you look at Gartner or Forrester, even IBIS, they’re projecting this to be a $100-$200 billion industry by 2025, and they’re expecting it to be in the mid-20% cloud just within the next three years. And ironically, the push is really happening because the premises-based companies who were kind of anti-cloud in the past have cloud offerings now. If you look at Avaya, Genesis and Cisco, now they’re making cloud mainstream and their cloud is carrying the industry forward.

We recently compiled a list of 20 top UCaaS providers offering products and services via channel partners.

CP: Is that cloud transition difficult for partners and will part of your job entail helping them with that journey?

BK: Yes, and that’s what makes it exciting, but it’s also what makes it challenging. A contact center sale is a complex sale. There’s no way around it; it has a lot of moving parts. There are so many more stakeholders, so many more people involved in the decision. You have the IT person, you have an operations person, a marketing person, the person who actually runs the contact center — all of them have a say, and in most cases, they don’t know how to get to where they want to get to from where they are, especially if they’re on a premises-based product. And in most cases, they don’t even know the features available to them in a cloud product. So it puts a lot more pressure on a sales partner to know the journey to take them through the maze. Even a customer who wants to go cloud doesn’t know how. So part of my responsibility will be teaching the sales partner how to teach the customer how to take the journey.

CP: What’s at the top of your to-do list?

BK: I start Feb. 3 … that very day we’re having an advisory council, so we’re bringing in some of the top partners who currently sell contact center along with some of the top suppliers, and we’re really going to have a two-and-a-half day session of what’s going on in the industry, where we should be going and what tools you need as a partner to be more successful. So a brainstorming strategy session is first, and then shortly after that I’m going to get into more certifications, more live training and online training because a lot of these guys are busy and they can’t always travel to go someplace, so I want to get more certifications online and allow them to learn at their own pace.

CP: Are we going to see some changes in terms of Telarus and contact center?

BK: Absolutely, I’m hoping for that. Up to now, Telarus has done a good job of …

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