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.