technologyreseller.co.uk 31 COVER STORY “One of the reasons we decided to work with INOVO is because every customer requirement is different, and the UK needs a vendor that can customise their proposition based upon what the customer asks for. It shouldn’t be a case of ‘You don’t have this licence type, so you’re not going to get this feature’ or ‘By the way, we don’t integrate with this CRM’. INOVO’s platform is designed, built and implemented with the customer in mind. That’s why we’re using the strapline ‘build your own contact centre’.” Free pilots Mohsin adds that this, allied to INOVO’s outcome-driven approach and proven pedigree, will give UK resellers a strong point of differentiation in a crowded market, enabling them to maintain good margins and avoid a race to the bottom on price, while also holding out the prospect of additional sales in the future. “Once customers implement the INOVO contact centre they tend to expand their utilisation of it, giving partners wider and deeper wallet share. At the same time, the focus on business outcomes enables partners to adopt a consultative selling approach rather than an aggressive, often price-driven hard sell. “In support of this, we are saying to all our partners ‘Bring your contact centre requirements to us and we will build a pilot environment for you completely free of charge. Once this environment is up and running and the prospect has used it and tested it, they can decide whether it warrants a full rollout across their entire organisation’. That’s the value we bring to our partners.” This approach has worked well for INOVO in South Africa, and while there is end-to-end. We may be querying five different locations, but to the customer the experience is seamless.” INOVO can provide this level of integration because of the best-in-class technical building blocks on which the platform is built: AgilePoint business process and workflow automation, Verint customer analytics and Enghouse Interactive contact centre functionality. “We’ve combined these into a single technical and commercial offering so the customer doesn’t have to buy licences for the individual solutions. They subscribe to the INOVO product and get access to all this capability.” UK partners This approach has proved very successful in Africa, where INOVO has long-lasting relationships with two prominent network partners, Vodacom, which has been a reseller in South Africa since 2010, and Liquid Intelligent Technologies, the panAfrican digital infrastructure and technology group, which has a presence in 20 mainly sub-Saharan countries. In addition, INOVO has partnerships with a number of business process outsourcing (BPO) providers who deploy INOVO for their clients. 2Connect Digital Solutions will be INOVO’s third regional distribution partner, giving it a footprint in the UK and EMEA with UK-based first-line and second-line support and local business services teams and reseller enablement. Ali Mohsin, Growth & Strategy Director at 2Connect, is confident that INOVO’s ethos of prioritising customer need over features and creating solutions optimised for each customer’s requirement (and budget) will prove equally successful in the UK and EMEA. less demand for pilots now because of the number of reference sites available in the region, Smit says they still do a few each month and have maintained a 100% success rate. Act now Mohsin is targeting three types of partner in the UK: distributors, for reselling to their partner ecosystems; value-added resellers, ISPs and MSPs for integration into their own environments and infrastructure; and resellers/dealers for reselling to their customers, with the option of billing customers themselves or leaning on 2Connect’s bureau billing capabilities. Whichever category you fall into, Mohsin says it is vital to act now and find out more about the 2Connect INOVO cloud contact centre while you still have the chance. “The UK market for cloud contact centres is not yet fully mature and there are still opportunities out there, but partners must realise that is a conversation they need to have with their customers. If they don’t, someone else will and then it might be too late.” To find out more about the scalable, omni-channel 2Connect INOVO cloud contact centre, please call 03300 770070, email [email protected] or visit 2connect.co.uk. KEY CAPABILITIES n Omni-channel Communications n CRM & ERP Integration n Workforce Management n Automated Quality Management n Experience & Workforce Optimisation n Interaction & Process Orchestration Ali Mohsin Bringing Enterprise Grade native Teams Voice Bringing Enterprise Grade Cloud Voice solutions 1Gb Leased Line for just £129 a month For more information and to sign up go to www.2connect.co.uk or call 03300 770070 [email protected]
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