As my second installment of our Partner Spotlight series, we recently had the opportunity meet with Ray Hicken at CarrierSales to find out how they are finding such great success into today’s competitive market and delve into the importance of offering a cloud-based contact center (CCaaS) solution as part of their portfolio.

A Serenova Partner since 2013, CarrierSales is committed to building lasting relationships and providing unparalleled customer service. CarrierSales is a cloud leader in the master agency space with an executive group that focuses on helping partners sell and support cloud, contact center and mobility solutions. The CarrierSales brand was formed in 2001, but its background in telecom started long before that, which gives CarrierSales the expertise to help their partners meet the needs of businesses across the U.S., from small- and medium-sized businesses to large enterprises.

“CCaaS presents interesting opportunities for our partners’ customers, because they can shift what was previously a Capex expense to an Opex model and pay only for what they use,” says Hicken, vice president of sales, contact center solutions. “CarrierSales is the only master agency in the country with an executive solely focused on helping partners sell contact center solutions, which ensures that we are able to create customized contact center programs for our partners that evangelize the many benefits of the cloud, including flexibility, integration with leading CRM tools and multichannel functionality. Our ability to truly understand the customer needs and the technology benefits of cloud-based solutions helps our partners make these complex solutions easier to sell.”

CarrierSales also focuses on educating the market about cloud contact center solutions and encourages partners to join in and spread the word. Serenova participated on a panel hosted by CarrierSales at this year’s Channel Partners Conference and Expo and had a great time hearing from customers, prospects and other companies. It was a fantastic opportunity for Serenova to present to more than 500 conference attendees who were interested in learning about contact centers in the cloud—and a great relationship-building experience, too.

Serenova has built a simple, smart and agile CCaaS solution that delivers what businesses need to provide outstanding and, more importantly, responsive customer service. The Serenova Platform offers easy implementation and cost efficiencies. And, we believe in working closely with our partners to help everyone be successful, just as CarrierSales strives to do with its partners. Plus, we share the same customer service focus and desire to educate about the advantages of cloud-based solutions. These are just some of the reasons why our partnership is so successful.

“We partner with the best and that’s why we work with Serenova,” said Hicken. “According to IDC, CCaaS sales are around 13 percent of the market right now, which means there is a huge business opportunity for specialists like CarrierSales. Our partnership with Serenova is stronger by the day because they are willing to engage, participate in mutually beneficial marketing activities and work together to drive revenue for everyone involved.”

To find out more about Serenova’s Channel Program, please visit: