Broadvoice Expands Channel Partner Program in CCaaS Market with Veteran CX Hires

By Greg Tavarez April 22, 2024

Companies seek flexible and scalable communication solutions to enhance customer interactions, some features of which include centralized agent management, omnichannel routing and real-time analytics.

Hmm, seems like they need to look at CCaaS solutions.

CCaaS allows businesses to deliver improved customer service while optimizing operational efficiency. In fact, businesses are looking at CCaaS. The global CCaaS market is projected to grow from $5.15 billion in 2023 to $16.43 billion by 2030, according to Fortune Business Insights.

Recognizing this growing demand, Broadvoice, a provider of omnichannel contact center and unified communication solutions for SMBs and business process outsourcing firms, expanded its growing Channel Partner (News - Alert) Program in the CCaaS market.

The company welcomes Jessica Cervera as National CX Specialist to lead the growth and support of Broadvoice's partner network across the U.S.

Cervera brings over 13 years of channel sales expertise, honed at industry leaders like Oracle, Mitel (News - Alert), 8x8 and IntelePeer. She will spearhead Broadvoice's innovative GoContact platform, a next-generation cloud-native contact center solution. Her focus will be on promoting GoContact's AI features, including the soon-to-be-released Agent Assist, advanced analytics powered by BrightMetrics and workforce management functionality. These features let businesses optimize agent performance, gain customer insights and streamline workforce scheduling.

Broadvoice also appointed Kimberly Rusch and Madelyn Webster as Regional Channel Managers.

Rusch, with over a decade of experience in the CX space at Sangoma (News - Alert), IntelePeer and TBI, will manage the Upper Midwest territory. Webster, boasting a successful 10-year channel management career at Logix Fiber Networks, Aircall, Avaya (News - Alert), NICE and Interactive Intelligence, will oversee Broadvoice's South Central partnerships encompassing Texas, Oklahoma and Arkansas.

Rusch and Webster will drive brand awareness and sales for Broadvoice's comprehensive CX solutions. This includes educating partners about the b-hive UCaaS platform, which is known for its 90-day Customer Success Program. This program provides seamless onboarding and ongoing support.

"As part of our channel-first strategy, Broadvoice continues to invest in the best talent to support our growing network of channel partners," said Jason Shawgo, Vice President of Channel Sales for Broadvoice. "With their deep industry knowledge of the rapidly evolving and ever-changing space, Jessica, Kimberly and Madelyn will be instrumental in building and nurturing these pivotal relationships and mapping out the best solutions to meet their customers' needs."

Broadvoice's expansion of its Channel Partner Program signifies their intent to capture a larger market share. Broadvoice's strategic hires are likely to contribute to a more dynamic CCaaS market by benefiting customers through increased options, competitive pricing and a more informed salesforce.

Edited by Alex Passett
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