Choose the partner model that fits how you serve clients

BPOs and CX consultancies are increasingly being asked to deliver more than traditional outsourcing or advisory services. Clients want flexible, AI-enabled customer experience solutions that bring people, technology, and operations together.

Adding CCaaS allows you to meet those expectations by combining customer experience strategy and services with the technology used to manage customer interactions. Many providers already help clients select, implement, manage, or optimize contact center technology. Incorporating CCaaS creates an opportunity to participate in the recurring technology revenue while expanding the value you provide. CCaaS can help you:

• Expand service offerings: Add contact center technology to consulting, outsourcing, and customer experience services.
• Support omnichannel and AI-enabled CX: Help clients manage interactions across voice and digital channels while adding AI, automation, analytics, and other capabilities as their needs evolve.
• Increase customer value: Combine technology with consulting, implementation, integration, optimization, operations, and managed services.
• Build recurring revenue: Create recurring technology revenue alongside the services you already provide.
• Move from opportunity to deployment faster: Establish the contact center technology environment quickly, then focus implementation on the client's workflows, integrations, channels, AI capabilities, and business requirements.

The CallCorp partner-first model allows BPOs and CX consultancies to incorporate CCaaS into their customer experience offerings, deepen client relationships, and expand capabilities over time as client requirements evolve.

Every client has different customer experience requirements, and those requirements can change over time. BPOs and CX consultancies need the flexibility to support these differences without forcing every customer into the same technology model or introducing an entirely new technology stack for every client.

CallCorp provides a common, modular technology foundation that can support multiple client environments while keeping routing, teams, reporting, integrations, workflows, and operating context aligned to each client's individual requirements. With CallCorp, you can support different client requirements through:

• Configurable routing and IVR: Configure queues, skills-based routing, IVR, callbacks, and interaction flows around each client's customer journey, workflows, and service model.
• Omnichannel engagement: Support customer interactions across voice, SMS, email, web chat, social media, and other digital channels, with the flexibility to deploy only the channels each client requires.
• Agent and supervisor tools: Equip agents and supervisors with the tools needed to manage interactions, monitor activity, and support contact center operations based on the needs of each program.
• Quality management and recording: Support interaction recording, quality evaluation, coaching, and related QA processes while configuring the environment around individual client and program requirements.
• Reporting and analytics: Use dashboards, reporting, and analytics to monitor contact center activity and performance, with visibility aligned to the individual client environment.
• AI and automation: Layer AI and automation into customer interactions and contact center workflows as the use case and business requirements evolve, rather than requiring every client to adopt the same capabilities from day one.
• Scalable, modular environments: Support multiple customers and contact center environments from a common technology foundation. That could mean voice and advanced routing for one client, an omnichannel environment for another, or AI, automation, analytics, workforce management, and additional capabilities layered in over time.

Speed also provides greater flexibility across client programs. Because new contact center environments can be provisioned quickly, BPOs and CX consultancies can establish the technology foundation for a new or fast-moving program and focus implementation time on tailoring the experience to the client.

This gives BPOs and CX consultancies a repeatable technology foundation without creating a one-size-fits-all customer experience. Partners can standardize the technology they deploy and support while preserving what makes each client's environment unique, then expand capabilities over time as requirements evolve.

CallCorp provides two primary partner models for BPOs and CX consultancies: Refer CCPro and qualified white-label. The right model depends on how much of the technology offering, brand, customer relationship, and ongoing operations you want to own.

• Refer CCPro: Introduce qualified customer opportunities while CallCorp manages the CCPro product, delivery, and ongoing service. This provides a lighter operating role while allowing you to participate in recurring revenue.
• qualified white-label: Build a branded CCaaS offering around your existing services and customer relationships. Qualified partners can take greater control over branding, pricing, packaging, and the customer relationship while assuming greater defined operating responsibilities.

These partner models can also support a natural progression in how deeply CCaaS becomes part of your business. You might start by adding CCPro as a product within your existing technology portfolio, build a broader CCaaS practice around consulting, implementation, integration, and managed services, or ultimately develop a more complete CCaaS business around your own brand, customer relationships, and operating model.

You can stay with the partner model that works for your business or take on more responsibility as your capabilities grow. CallCorp supports a crawl-walk-run approach, allowing you to expand your CCaaS capabilities over time if and when it makes sense.

BPOs and CX consultancies often work within complex client technology environments that already include CRM platforms, business applications, communication systems, data sources, and established workflows. Rather than forcing clients to replace those systems, CCaaS should integrate with the technology ecosystem already in place.

CallCorp provides an extensible platform with APIs and integration capabilities that allow partners to connect contact center technology with client systems and workflows. This can include:

• CRM and business applications: Connect customer interactions with CRM platforms, business applications, and customer data so agents can access relevant information within their workflows.
• APIs and integrations: Use APIs and integrations to connect contact center functionality with client systems, data, and business processes.
• Voice and communications: Integrate contact center capabilities with supported voice, SIP, PBX, telecommunications, and digital communication environments.
• Custom workflows: Configure routing, IVR, automation, and interaction flows around specific client processes and requirements.
• AI integrations: Incorporate supported AI technologies into customer interactions and contact center workflows based on the client's use case.
• Reporting and analytics: Connect contact center activity and operational data with the reporting and analytics requirements of the client environment.

This flexibility allows BPOs and CX consultancies to build the contact center around the client's existing technology ecosystem rather than treating CCaaS as a standalone application. Partners can create customized connections between systems, streamline workflows, and give agents access to the information they need with less switching between disconnected applications.

As client requirements evolve, integrations and workflows can expand without unnecessarily replacing the systems and processes already in place.

BPOs and CX consultancies can generate revenue from CCaaS in several ways, depending on how much of the technology, customer relationship, and ongoing service they want to own.

Revenue opportunities can include:

• Referral revenue: Earn a flat 30% technology revenue share on qualified referral business for the life of the customer while CallCorp manages the product, delivery, and ongoing service.
• CCaaS technology revenue: Add CCaaS to your existing technology portfolio and participate in recurring revenue from the platform.
• Branded CCaaS offerings: Build a CCaaS practice around your brand and existing services, creating recurring technology revenue alongside consulting, implementation, and managed services.
• White-labeled CCaaS: Take greater ownership of the technology offering, pricing, packaging, customer relationship, and operations, with greater revenue participation based on your level of responsibility.
• Consulting and implementation: Generate revenue from CX strategy, configuration, deployment, and optimization.
• Integration services: Build integrations and workflows around client applications and business processes.
• Managed services: Provide ongoing administration, optimization, support, reporting, and other customer experience services.

As partners take on greater ownership and responsibility, their revenue participation can increase. Revenue can also grow within individual client accounts as customers add users, channels, AI, automation, analytics, and other capabilities over time.