Inside the Win: Call Center Power Partnership Case Study

Welcome to Inside the Win. We’ll break down real world wins, showing you exactly how strategic partnership with our experts empowers you to tackle your most ambitious opportunities with confidence. Let’s jump in.

Hey, everybody. Mike Baillargeon, Mike B to all my friends out there. I am your CX nerd here in the east. I have the privilege today of doing the Telarus inside the win.

And when I think winning, I think of one thing, the Boston Red Sox. No. That’s not true. Not this year.

No. I think of my good friend James at call center power. James, how you doing my friend? You doing alright?

Enjoying that Jersey Shore summer yet?

Yeah. It’s been it’s been beautiful. Thanks a lot, Mikey, for having me.

Excited to be here. Yes. Jersey Shore has been treating us well. The weather’s been gorgeous, and the boating has begun.

Perfect. So, James, I know the audience knows who you are. You’re you’re up there in the Mount Rushmore of telecom. But for the one or two individuals watching this right now who might not know who James Cammareri is, Quick bio and then call center power.

The name says it all, but give us the the high level elevator pitch about call center power.

Sure thing, Mikey. A pleasure to do so.

I’m James Cammareri, SVP of Channel Development here at Call Center Power. I bring over thirty years in the customer engagement and contact center industry, spanning technology services, channel sales.

I grew up in the call center. I worked for AT and T my first ten years in operations. And then eventually I made my way on the technology and consulting side of the business. And so most recently here at Call Center Power, before that I was at Amplify handling channel sales there and I joined CCP back in January of twenty twenty five to really lead our channel program from the ground up.

So we’ve built it. It was already sort of a nice foundation, but we’ve built it up over the last few years. And my focus really is on developing and deepening the relationships in the TSD ecosystem, primarily through Telarus and turning those partnerships into real delivered outcomes for clients. And so I really have the pleasure of doing on behalf of Call Center Power who is a contact center consulting technology enablement and BPO brokerage.

We are very vendor agnostic and a set of advisors with certification around implementation capabilities across really four main brands, Amazon Connect, Genesys Cloud CX, Zoom Contact Center, and Zendesk.

We also operate a BPO brokerage network of over two thirty vetted providers.

And that really makes us different in the technology space because we just don’t recommend technology, but we implement it, we integrate it, we can manage it post go live, which is part of what we’re gonna talk about today.

And and then we help those customers optimize it. So we’ve been around for eleven years. We’re global, and we’re excited to be in the Telarus network doing quite a bit of work with you guys.

Awesome. Jake, did you know that I started my technology journey as a call center agent? Did you know that back in, what’d say, nineteen nineties old? You know?

I I don’t I didn’t know that. I’m not surprised because of how I’ve always felt so comfortable with you. I too, as a rep on the phone, nineteen eighty nine. So, yes. Oh. Long time ago, my friend.

Yeah. So I did three weeks of training and I still remember my script.

Right? You have to.

That is in my brain.

Thank you for calling Cat Fancy Magazine. Credit card number, please.

True story, not all my stories are true, but that one actually is. James, you call a call center today or a contact customer experience center or a customer care center. The first thing they say is, give me your credit card, show me what you do.

Gotta warm them up.

Where’s nice Well, you hang up on that person, right?

Yeah. I mean, I don’t know how many people still have this kind of phone is more of a this kind of phone to hang Yeah, they don’t even know what that means.

But for some of us old school folks, but so we’ve been in the contact center industry for a long time and here at Telarus, our contact center or CX practice is growing.

We lead our industry and our competitors within that space.

But this was an interesting one, right? So tell us how this lead sort of kind of came across your desk.

Well, of course it came from Mikey B at Telarus. Don’t know if you know that guy, but he brought us in with a trusted advisor based out of the southeast who we do a lot with and really in my top ten, I’d spent a lot of time with those guys. And they brought us a client that is in a residential and commercial home security company that’s headquartered out of Charlotte.

They operate a multi team contact center environment that, you know, span customer service, inside sales, retention, tech support, and they had a meaningful technology investment already in place with Genesys Cloud CX integrated with Salesforce Service Cloud Voice. But they were not really realizing the full value. The platform was under leveraged and operations were doing a lot of manual processes and work around the platform. And there was no structured support model or even an improvement roadmap that existed. So it’s really the profile we see from time to time, actually probably more often than not. The technology’s there, but the expertise and the discipline to extract the value from it are not. And so that’s why the partner and Telarus brought us in with this client.

So basically we had this great customer, Genesis did amazing job during the sales process. Yeah. They installed it and they basically, you know, it’s kind of like when you buy a car and it’s got a thousand features in it, they hand you the keys. They’re like, good luck. Hope you figure out what every button means.

Correct.

Is that fair and accurate?

Yeah. I mean, we see that a lot. You know, they just don’t know how to use all the reporting and the analytics tools. They don’t know how to really drive performance using the tool. There’s really not real good adoption from the operations, the call center folks that were really supporting with the product. And that’s what we saw in this case.

Okay. So I think this is a multi phase project too. This was the classic, hey, we’ll give you this part of the project. And if you do well, then there’s a bigger So where did you start with this client? There was a very specific ask.

Yeah. So there was a sort of a crawl, walk, run approach to this.

Know, they had a it was first to start with just the implementation and integration going back to March of last year.

A fixed fee Genesys Cloud CX build out and integration With Salesforce.

Right? With Salesforce. Right.

And they had a partner in there as well on the Salesforce side that we needed to work with, which was which was went really well. But it was a full platform build. So everything from cloud core to voice to WEM, screen pop, and then of course we help them with go live hypercare. And that we had to coordinate alongside the Salesforce implementation partner as mentioned.

And we delivered that, there were sign off on time and the engagement established really a great hands on knowledge of the environment and a set of foundation of trust that made everything else possible that followed.

Perfect. And that do you remember what the so that was a one time project. That’s a nonrecurring cost. It’s a one time I’m assuming call center power has a commission structure in place for that type of engagement. Is that true?

A hundred percent, yeah. For any implementation work there, you know, we pay twelve percent, twelve point five percent of our take on that goes back through the Yes.

So that was a one time implementation where we’re consulting and then actually providing the implementation.

Do you remember what that onetime fee was? Yeah.

That was forty two thousand. That was a forty two thousand dollar fully developed and delivered to the client on time. Yep. That was the that was the first step in with these guys, if you will, from a crawl, walk, run perspective. That was the crawl step. Yes.

Alright. So now we’re we’re in the marathon piece now. Right? Now we have a multiyear contract with these guys where you manage your entire Genesis estate. Is that fair enough?

Yeah. So that’s walk. Right? So crawl was implementation, making sure the integration worked. And then they said, hey.

We like you guys. We have a couple of technicians that are supporting this. Can you also but we don’t have enough. Can you guys help us?

And so we said, sure. So we provided them a managed services solution and engagement there where we conducted a formal on-site with their operations team. And we did a little bit of an ops assessment, but it was giving them a managed services, thirty five hours per month dedicated Genesys expertise, tiered with SLAs across P2, P3, P4 ticket types and a dedicated technical PM and an on-site knowledge transfer kickoff. So when we started it, we went through everything with them, made sure they were fully trained.

And then the key there was that they already had the environment that we were intimately knowledgeable of. So the client got immediate competent support from day one, not sort of a ninety day ramp, right? They got it right away. So we’ve been doing that now since last year.

That project is an ongoing, you know, it’s good MRC on it with the client.

You see the smile on his face? Yes. That says all. Right? So what I love about this is, first of all, the engagement with the tech advisor. Did they take it, just throw it over the wall and say, good luck, boys?

No. These guys are great. And I won’t mention them by name today, but that’s one of the reasons we really love to work with them is they came in, they showed us where things were, what they had already supported with this client.

And it was a co sell, co engagement all the way along. They joined all of our meetings, aware of all the things that we were doing with the customer. Anytime the customer said, hey, I see you guys do X, Y, and Z. And I said, yes, let’s bring the trusted advisor in to help support that need right with the managed services opportunity so that they were tied back to it.

And they’ve been along the along the the road with us all the way.

Perfect. Alright. Thank you for that. So let’s talk about a couple other aspects of what CCP can do for you and me.

Yes. I heard, wait a minute, I heard Zendesk. Zendesk is not in our channel. They’re not in the TSD channel.

Are you telling me if I have a client looking for Zendesk licensing, Zendesk install, Zendesk gurus Yes.

I can call you?

A hundred percent. You know, that platform sits on Amazon Connect. There’s a great relationship there. A lot of the technicians that move from Amazon Connect move over to Zendesk to start their voice platform.

Yes, we can provide on the the on the CCaaS side, even on on the CRM side. We can bring that product to through partners to the channel. So, yeah, we’ve been seeing it as a hot product. A lot of people are asking about it.

It is fairly new. It’s it’s about a year old now on the voice side, and we’re seeing great progress with it.

Amazing. Then I heard something else. Did you say Amazon Connect, that’s Amazon’s contact center product that’s not in the channel? Like, are you saying that you guys can deploy it and maintain it and I get paid on it?

Yes. So number one, just like we do with Genesys, just like we do with Zoom, we can bring Amazon Connect as a CCaaS product full suite for you. We can implement it with the client. A lot of times, as you know, Amazon works through partners to deliver. And so there are a lot of times there are funds available to help cover our expense to the end customer that we can generate revenue on that implementation client pays us and then they get a credit towards their other Amazon functions and features that they’re using. And then of course, as we know it is usage based and so typically in the channel people say, oh, wow, there’s no ongoing MRR on that product. Yes, usually it’s a one time implementation, but because just like I explained on Genesys, we provide managed services, we can then support the product long term and somewhere between five to ten k a month, you’re getting a nice managed services set of revenue for a client long term that can pay back through the Telarus network.

Amazing. And then the last thing I wanna talk about is BPO, right? Yes. So that is basically you’re awake two am in the morning, you see the the ShamWow guy with the ShamWow, and you’re like, I need one of those.

And you call and and you get mister ShamWow. Yeah. Right, James? Or is that how how does that work?

Not really.

So the way that obviously these call centers work is in the world that we live in and it has been for many years now. In fact, it’s really how I when I left AT and T and went into the BPO space, how I really started to grow my career is that companies decide, hey. There are things that we do really well. Usually, it’s the product itself.

It’s the marketing, but it’s not really great. They’re not really great at the customer service aspects. So why not hire someone who can do that really well that can can understand your product services and suite, understand what they can do to provide support for it. And then they’ve got the infrastructure to provide the agents, whether they be live real agents or whether they be AI agentic agents.

All of that’s available now. Those call centers around the globe, we have two thirty plus of them in our network. When a trusted advisor has a client that needs a contact center, either they’re thinking about outsourcing and they never have, They are already outsourcing, maybe not happy with their provider, or they’re thinking about bringing on a champion challenger model where they bring additional BPOs into the mix. We can help you avoid that whole RFP process where you’re now having to go through and decide how to bring someone on.

We do that for you quickly. We have a vetted network.

We have a marketplace online we can quickly go into, decide what those sort of main things you need for that client Yeah.

Will be.

And quickly check those boxes and bring two or three to be introduced to the client. And then ultimately, once they select a provider, we help them with the matrix of deciding on who the right one would be in an agnostic fashion.

Then of course, we help them get on boarded. They have a contract directly. That revenue that happens maybe for two years, for three years, for five years down the road will flow back through us and into the Telarus network to the trusted advisor.

Amazing. And then just last thing real quick. But you do more than just call center agents, right? If I needed partner to digitize documents for me, do offer that?

Yeah. Yes. We have providers on our network that do digitization, mail, print, back office services. So chat Mail.

People are still using the postal service to mail out Are you kidding me?

I mean, I know that, you know, Telarus serves lots of customers, including those in the legal space. You still have to get things in the mail. Things have to be signed. And so, yes, think about recalls that happen. Right?

You’ve got to let customers know via the mail that they’ve been part of the So yes, it still All right.

All right. So basically what you’re telling me is when I think my customer has a CX problem. Yes.

Right? It could be a people problem. It could be a process problem. It could be a platform problem. The three Ps, I should think C, C, P. Do I have that about right?

That sounds perfect. I think you should be in marketing. Yeah.

I I think I just trademarked that for call center power. My Venmo account is no.

I already know your Venmo account. I’m sure.

You get that right. Yeah. On a very serious note, we take take our CX practice very seriously here. My good friend Brent Wilford covers the West. I’m lucky enough to cover the East.

And then Sam Nelson sets the strategy and we execute on that. And I will tell you right now, if you wanna get some serious revenue, you gotta talk to that guy over there, over at call center power. All right, James, thanks for coming on with us. Thanks for the expertise.

James and teams, are based on the East Coast, but they have customers from a global perspective. So no customer too small, no customer too big. These guys are super greedy. They wanna take them all.

Thank you for enjoy for for coming on the Inside the Win with your friends here at Telarus. We’ll see you soon.