CoreDial Launches Contact Center Certification Program For MSPs: Exclusive

‘Through the program, partners can take their brand to market—they can sell, deliver, manage and invoice and support those solutions for their customer base,’ Ken Lienemann, chief revenue officer for the cloud communications provider, tells CRN.


Cloud communications provider CoreDial is rolling out a contact center certification program for margin-minded MSPs that want to build their own contact center practices.

The CoreNexa Contact Center Certification Program is geared toward partners that want to pursue contact center opportunities while still owning their customer relationships, Ken Lienemann, chief revenue officer for CoreDial, told CRN.

"Through the program, partners can take their brand to market—they can sell, deliver, manage and invoice and support those solutions for their customer base," Lienemann said.

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The program will help MSPs sell CoreDial's CoreNexa contact center platform that it developed leveraging technology it acquired last year from contact center provider Voice4Net. The omni-channel CoreNexa Contact-Center-as-a-Service platform includes voice, live web chat, SMS, email, IVR, presence management and custom CRM integration.

Prior to the Voice4Net deal, about 20 percent of CoreDial's partners were selling contact center from a third-party vendor and most were selling it in an agent model, Lienemann said. But many partners would prefer to white-label a contact center solution under their own brand, which they can do now with CoreDial, in addition to selling the offering through the CoreNexa brand, he said.

"There was a clear, pent-up demand in the channel for a program that lets partners be self-sufficient, run their business and earn a high margin without having to rely on us," he said.

The certification program is a great fit for partners interested in wrapping their own professional services around an in-demand contact center offering, Lienemann added.

While many partners are still enlisting CoreDial's help with professional services, the new optional certification program includes sales, technical, and configuration training for partners. It also includes help with deal registration, marketing and financial incentives for partners interested in building up their own contact center businesses in the same way they have built practices around Unified Communications as a Service, Lienemann said.

The CoreNexa contact center platform complements the channel-first company's existing suite of UCaaS solutions, according to Blue Bell, Pa.-based CoreDial. The contact center solution is integrated with the CoreNexa Account Manager, which lets partners manage multiple UCaaS and CCaaS services and features from one interface.

"We want to bring that same, simplified experience to them with contact center that we gave them with UC," he said.

Lienemann said the program will help MSPs spot nontraditional contact center sales opportunities, as well as opportunities to put CoreDial's offering over the top of an existing third-party offering.

"It's opening up new doors for partners," he said. "It's been a highly successful model on the UCaaS side that we expect to be successful for contact center, too."