COTU’s vendor agnostic call recording archive solution, called RAMP (Recording Archive Management Platform), gives partners and MSPs an opportunity to not only serve enterprise CX customers but also address the SME UC space where we are seeing significant growth, writes Al Peacock, Partner Manager, COTU. These customers want easy access to calls to improve customer service and/or manage complaints. And as customers move between cloud-based CPaaS platforms RAMP is retained as a single location for all calls.
RAMP can be leveraged as a pull through solution as it helps partners to close a CX/UC deal because it ticks the compliance box. It’s also useful to help partners with retention. The customer may move to another UC solution with a competitor but by retaining RAMP the partner keeps a foot in the door.
RAMP is agnostic to vendor/ source, so MSPs can import archives from anywhere, either as one-off imports or on-demand. This allows partners to win deals by offering an end-to-end solution no matter what CX/UC product they are selling (or even multiple ones). We’ve also had partners offer RAMP as a standard solution with their UC offering to differentiate against competition.
Pricing is designed to be low cost of setup/startup then grows as the archive increases in size – providing an excellent MRR boost for partners. Customers can dictate how long recordings are retained making it easy for partners for forecast margins.
All customers with a compliance requirement (whether FCA or other regulation) need to store calls for years. So the key markets for RAMP also include finance and insurance, along with healthcare and customer service. Retail too because of the new transcription features. Transcription is all about speed – it’s much easier to read a 10 minute call than listen to it. Also in the roadmap we have a feature to upload transcripts/ summaries to CRMs.
Because call recording files and associated metadata are uploaded directly via integrations with a range of UC and CCaaS vendors, end users have a simple to use portal from which they can search, play, download or delete recording files - all based on individual user permissions. Existing archives can be migrated into RAMP from many sources, allowing your customers to utilise a simple service and to reduce archaic support contracts from existing or old vendors. Market Strategy
Contact Al Peacock via partners@cotu.uk