Today, VHT announced that Videlica (read the release here), an international customer service technology provider, will be reselling the Conversation Bridge in 13 countries, including Brazil, Argentina, Columbia, Mexico, England and Ireland (in fact, we already have a couple of joint customers, and we’re looking forward to seeing that number grow). We are so happy to add Videlica as a partner because we believe that a worldwide partner network is the best way to bring our mission – No Customer Left Behind – to life. At VHT, we see three primary reasons for establishing a strong partner ecosystem:
VHT’s 100+ employees are 100% focused on developing solutions that bridge the gap between self-service and the people who can help. As companies implement customer-focused strategies, demand for multichannel callback solutions is so high that (fortunately for us) we simply do not have the internal resources to market, sell, integrate and support the Conversation Bridge everywhere it’s wanted. That’s where our partner network comes in. If we do it right, we can leverage partners to bridge the gap around the world.
Inherently, the Conversation Bridge is a flexible solution that integrates into large customer care organizations. Our partner network helps us adapt and adhere to those contact centers’ strict IT guidelines while still ensuring our solutions operate optimally. Our integrations into all of the major contact center providers make premise-based solutions fairly simple for us. For hosted or blended environments, we’ve often found that involving partners (like Verizon) makes more sense than diverting our focus away from improving and expanding the Conversation Bridge to converting for limited-use environments.
Finding new ways for our solution to improve the customer experience is one of the joys of working at VHT, and sometimes the best ideas come from our customers – and now also from our partners. Because some partners are intimately involved in their clients’ environments, they’re enmeshed in the day-to-day of the contact center. This often inspires out-of-the-box thinking, leading to innovative ways to use our software (like the way one customer in Australia uses our API to show current and historical hold times to customers – this lets the customers know the best times to call into the contact center).
Developing a partner network isn’t easy. Our client surveys tell us that our customer support is one of the reasons they would recommend VHT to a colleague, and it’s important to us that all of our clients – whether they were direct sales or partner sales – feel that way. To this point, we have an entire team dedicated to partners, and we are working constantly to refine and better our partner education and support process.
In the mid-2000s, VHT partnered first with Genesys who continues to be a reseller and technology partner (check out our other partners). Since then, we’ve added several other domestic partners, including NACR, Altura and Presidio. In addition to Videlica, Genesys and Qology are also international resellers. We also have an Australian partner currently at headquarters who is in the midst of some pretty intense VHT training (keep an eye out for that announcement).