Client Success Story

 
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“C2B Suite came in with the right skills and experience to roll out QueueMetrics. Their pragmatic approach to product launches, depth of experience in the contact center, and their flexibility in working with our internal processes made the QueueMetrics launch a success. We could not have done it without them.”

 

Jim Szukala / Chief Operating Officer

 

ESI has a 30-year history of developing premise- and cloud-based phone systems for small and medium businesses. In 2018 ESI expanded the capabilities it was able to offer its resellers by moving its new premise-based phone systems off its traditional proprietary core technology onto open-source Asterisk core software. The contact center was the logical first target market for this ecosystem, and ESI’s resellers wanted it.


Business Challenge
ESI selected Loway and their QueueMetrics contact center system to co-brand and resell. QueueMetrics is a proven contact center solution with thousands of Asterisk contact centers deployed around the world. The challenge ESI faced was twofold: market pressure was forcing the company to move quickly to prioritize the phone system rollout for the launch of QueueMetrics, but it also faced significant internal pressure to evolve the functional capability to manage a contact center system.

The Solution
ESI brought C2B Suite in to help manage both of these challenges. C2B took the role of product owner for the new release and managed the tip-to-tail launch of QueueMetrics. As product owner C2B Suite managed the relationship with Loway, worked closely with ESI technical, sales and business teams, and met with resellers and prospects. The result was nothing short of a resounding success: new products launched, new and existing client relationships deepened, sustainable growth for all.

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Impact

  • Negotiated the Loway reseller agreement on behalf of ESI

  • Managed the branding and integration testing of QueueMetrics

  • Developed ESI-branded QueueMetrics documentation and training materials

  • Developed internal processes for sales and delivery

  • Managed the launch of QueueMetrics in ESI’s contact center

  • Trained ESI technical staff on QueueMetrics installation and operation

  • Trained ESI sales staff on QueueMetrics capabilities and selling points

  • Conducted QueueMetrics launch webinar and reseller meetings

  • Performed initial launch customer installation

 
 
 

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