It’s more than likely a good chunk of your customers and prospects currently are considering how they and their competitors can apply AI capabilities to reduce costs, create efficiencies and drive improved business outcomes. It’s also likely that they still have lots to figure out. Maybe the same can be said about many channel partners selling communications and network services. After all, the eventual adoption of AI technology might be a no-brainer for most companies – and AI could prove as transformational to healthcare, manufacturing, logistics, supply chain management, service operations, etc., as electricity was in the first part of the 20th Century. But how and where to initially apply AI, as well as where to find the greatest returns are questions most businesses still struggle with. To help partners help businesses find those places when it comes to opportunities to upgrade from a simple IVR to a conversational AI-enabled intelligent virtual agent (IVA), Mosaicx recently introduced a co-selling program called Mosaicx Agent. Through the program, Mosaicx’s sales team collaborates with agents that have identified companies struggling to understand their AI options and together present the best Mosaicx conversational AI solution to fit the customer’s needs. “We know a lot of our agent partners are out in the market space and having some interesting conversations with their prospects around the use of conversational AI,” said Rebecca Jones, general manager of Mosaicx. “We want to give them a spot to land that deal and, in partnership, bring that opportunity in.” In other words, Jones continued, “We’ve got an intake and investigative process.” In short, Mosaicx’s sales team empowers agents with the resources they need to effectively convey the value of AI in enhancing customer experience and achieving long-term success – while reinforcing their role as a trusted advisor on a key technology. The prospect, meanwhile, gets help identifying the specific AI solutions that can decrease operational expenses and/or improve customer experience. “We’ll evaluate the opportunity and make sure that it makes sense. And then reach out and do the collaborative sell,” said Jones. In some cases, once the process moves along, secondary deals emerge providing agents with a land-and-expand opportunity. Jones, for example, pointed to a growing trend in which HR directors within larger firms look to deploy tools such as chat bots, IVAs and generative AI for internal communications and to improve employee experience. Of course, sales conversations in this space still tend to start with operational and customer experience executives, but HR departments, along with IT departments, have been faced with abnormally high turnover rates, said Jones, and in turn are overwhelmed with the onboarding process and a firehouse of support calls regarding repeated questions about benefits, problems with passwords, or other mundane items covered in the employee handbook. “The sell motion could start with operations or a customer experience person externally but then could quickly shift to an internal system by simply adding on modules,” said Jones. Once a deal closes, Mosaicx continues to partner with agents and their prospects to adapt deployments to market changes and optimize return on AI investments. “We’ll handle all of the implementation components, make sure we’re optimizing for the client as the deployment process goes through and the customer is realizing the full value of their investment,” said Jones. The lowest hanging fruit for the program, as well as for Mosaicx’s IVA and AI solutions are mid-market to By Martin Vilaboy Mosaicx’s co-sales program provides agents with an entry into AI CONVERSATIONAL STARTERS 24 THE CHANNEL MANAGER’S PLAYBOOK
RkJQdWJsaXNoZXIy NTg4Njc=