Once again, there are two very different telecom worlds: Enterprise, where every provider wants to be; and SMB, where 99.9% of the businesses exist in reality.
I hear a lot of talk about Conversational Intelligence, where I think spawned out of the vCon movement.
Do you think any Buyer anywhere is typing “Conversational Intelligence” into a search bar?
Just like UCaaS, CPaaS, CCaaS, CX and so many other telecom terms that no one outside the provider world uses. It might be one small part of why cloud comms sells so poorly.
The term itself makes sense: conversations with buyers, prospects and customers happen across many channels: voice, text, chat, email, Zoom, etc. None of those discussion notes make it into CRM, so there is a hole in the relationship with each prospect. vCons are a way to capture a conversation in a JSON packet with metadata and record it on a blockchain ledger then feed it to AI for transcribing, CRM notes and so much more.
The marketing puzzle is What are Buyers searching for? What pain are they trying to solve for? What term is THAT?
They don’t search for UCaaS; they search for PBX replacement or cloud phone or something else altogether. It is a problem for lead generation for CSPs.
The interesting sales puzzle to me is How is the same sales talent that you have now that is struggling to sell contact center functions, call recording and call analytics going to sell AI, CX and now Conversational Intelligence (CINT)?!
The skills needed to sell key system replacement are very askew from the skill set needed to sell advanced functions like contact center seats, Digital Assistants, AI food and CINT!
Where will they get those skills? From HERE!
To change their behavior, you have to change the sales compensation plan. Many CSPs are scared to do that as they worry it will disrupt their revenue flow. There are ways to make changes especially as we are nearing the end of the calendar year! Make an appointment with RAD-INFO to discuss it!