Collab breaks record for new partners and customers in 2018

Collab, a European supplier of innovative contact centre solutions, attained a record number of new partners and customers choosing its technologies in the first half of 2018. Over the first six months of the year, Collab’s partner network was up 35%, a rate which accelerated to 45% in the second quarter.

Collab had never before deployed active systems for such a high number of customers in a single quarter,” says Collab Executive Director Pedro Rodrigues. “These results reflect the incredible efforts of our teams, not just in Lisbon, but all over the world.”

To support its new customers, Collab uses a hybrid mix of public and private clouds based on its own service, Nubitalk, and various cloud services provided by international partners. Most of its new customers are located in Latin America, Europe and Asia.

“Our new customers include one of Europe’s biggest telecommunications suppliers, who began using our system in a major central European country in the last quarter,” says Rodrigues. “We know it will be challenging to accelerate new customer acquisition while simultaneously guaranteeing the utmost in customer satisfaction; however, I am 100% confident that the motivation and commitment of our teams and partners will allow us to achieve this.”

Digital transformation accelerates demand

Headquartered in Lisbon, Collab is seeing exponential growth due to mounting demand for its cloud contact centre and cloud IP PBX solutions. Companies are seeking to update their corporate communication systems, deploy multi-channel contact centres and use new technologies such as chatbots and voice bots. According to Collab, there is also more demand for front-end and gamification projects integrated with CRM.

Digital transformation is one of the main drivers of this demand, although customers are also interested in cutting operating costs while boosting their competitive advantage.

Some segments are more interested than others when it comes to optimizing and updating their contact centres. Collab’s new emerging markets are Saúde & Cosmetics (including pharmaceutical and consumer products), Public Services (postal services and electricity suppliers) and Media & Digital Marketing.

“We are truly optimistic about the rest of 2018, which is about to become a record year in SaaS,” says Rodrigues. Looking at the numbers, Collab’s Executive Director congratulates the company: “It’s an honour and point of pride to work with this company.”

The company’s future strategy had been laid out at CollabXperience’18, held in Évora on 19-20 September. In the event’s second edition, Collab hosted several speakers and discussion panels. This year’s novelty was the company’s unveiling of IDC market intelligence on the new Maturity Model. This model will allow Collab’s partners and customers to assess their contact centres’ level of maturity vis-à-vis the baseline and state of the art of the contact centre sector.