net2phone’s acquisition of Integra has given it a “holistic” portfolio for businesses’ full communications needs, according to VP of Marketing and Sales Operations Denise D’Arienzo.
The announcement to acquire Integra was announced in March and enabled net2phone to add omnichannel contact-center-as-a-service capabilities into its well-established unified communications platform.
This has culminated in the launch of net2phone’s CCaaS offering, uContact. D’Arienzo explained to UC Today that customers can now customize each seat to give the user the tools required to carry out their role.
“Whether you’re a small business or a global enterprise, you have some components of a contact center that require specific feature sets and functionality, specific to those users,” she said.
“For example, even within net2phone, we have sales, marketing, operations, finance, and executive teams who require UC components to carry out their day-to-day tasks, but also have technical support and customer service teams which function more as a call center within the organization and require a different toolset.”
“With the uContact CCaaS platform equipped with contact center features and development tools, now being powered by net2phone’s leading voice services, we can provide holistic solutions to any type of business, and any department, and deliver unbeatable value.”
net2phone already had one foot in the customer experience space prior to the acquisition, having provided its SIP trunking and VoIP services to contact centres. But, the integration of Integra’s technology takes this to a new level.
Integra was founded in Uruguay in 2010 with the aim of giving businesses a truly omnichannel platform. The business has since grown to have a presence in North and South America, as well as Europe.
“We saw a need to combine our reliable SIP Trunk and UCaaS offering with a more robust feature set for contact centers and contact center-style operations, including omnichannel communications, to meet the demand, and that is where the acquisition comes into play,” D’Arienzo said.
Routes to Market
D’Arienzo said that net2phone channel partners are already selling the new CCaaS offering in the US, Canada, Brazil and Mexico. She explained that there is a huge opportunity for partners already selling the firm’s UCaaS and voice services.
Existing net2phone customers can bolt-on uContact seats and licences to their accounts however they see fit, to add CCaaS functionality or augment existing users.
D’Arienzo also said that net2phone could look to M&A again to achieve two key objectives.
“net2Phone is open to smart acquisitions that can benefit our suite of solutions and reach to the global marketplace,” she said.
