Contact centre capability is one of the most challenging unified communications (UC) capabilities to offer and service providers have been looking to add this complex functionality to their solution stack. However, the complexity of contact centre solutions means that strong understanding between partners is needed in order to integrate functions smoothly and provide customers with attractive services.
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Derek Chapman[/caption]
Ribbon Communications has had a long-standing relationship with Mida Solutions which has seen the Mida Contact centre available on Ribbon’s price list which in turn has formed the foundations for adding it to Ribbon’s on-premises portfolio of services in addition to Ribbon’s Kandy offerings.
“We knew that our Kandy subsidiary utilised the Mida portfolio for contact centre and we could see that more and more sales opportunities were coming across in the UC portfolio,” explained Derek Chapman, Product Manager – Application Server, for Ribbon Communications. “This was a gap in our on-premises Ribbon portfolio and we were aware that the Mida solution had already been offered informally so customers could access contact centre and recorder functions. ”
For Mida Solutions, the chance to formalise the relationship was too good to miss. “We saw a big advantage in partnering with Ribbon for on-premises business because it opens up a huge market for our contact centre and recorder applications,” said Giovanni Nieddu, Business Development Manager at Mida Solutions.
Ribbon meanwhile was impressed with Mida Solutions: “Mida scales in the same way our product does so if we sell our app server or Session Border Controllers (SBCs) we can go from small deployments to national, tier one service providers,” added Chapman. “It’s about meeting the needs of customers and enabling scale and Mida can provide this to us, their expertise is vital.”