What A Year! Was it Lenin who said that there are decades where nothing happens and weeks where decades happen. This last year has been one of those times for us at Resonate. We have been growing Resonate for over 9 years now and I’ve been writing these pieces for about 5 years. And I don’t think I’ve ever had so much news to tell in one sitting.
We started this year with the biggest news in the history of Resonate. In February we were acquired by SCC. This was a deal that had been in the making for some time and we remain as excited today about the coming together of Resonate and SCC capability as we were on the 19th of February.
This alliance ticked so many boxes – a new set of customers for Resonate to deliver amazing outcomes to, new capabilities to bring to our existing customers, plus opportunities for our employees to flourish and grow. And that’s just the beginning!!
The partnership we’ve built has also allowed us to jointly develop new capabilities which further support our clients to deliver efficiency, improve engagement, transform colleague experience, and enhance their ESG ratings. For example, our customers tell us that they need their unified communication and collaboration (UCC) solutions to drive improved employee productivity and satisfaction. Being part of SCC, we can now deliver across the entire Microsoft ‘Smart Workplace’ product suite – so have developed a converged communications offering – where we can manage both Teams Phone and Teams Rooms harmoniously, including being able to support customers on their Copilot journey
We’ve opened new and exciting doors as we add Webex Cloud Contact Centre into our portfolio, becoming one of the few providers with the capability to integrate Webex Contact Centre into Teams. This gives our customers further choices for Contact Centre solutions especially for those who have a heavy Cisco investment in this area already.
Pressures on operational costs is another area that our customers have come to us for help with. In that area we’ve also made great strides supporting our clients to implement automation within their voice operations. The automation which is underpinned by our proprietary Crest Tooling has successfully eliminated over 90% of trouble tickets and improved colleague engagement. When our customers see the tools in action, they are amazed by how it simplifies management of their environments. It’s a real game changer.
The acquisition has had other really positive impacts. Doors open a bit more easily when you are part of a large business and one whose purpose we share in terms of enabling organisations to realise their full potential underpinned by innovation, thought leadership and of course, the technology. It’s also great to have the experience of the SCC leadership team on our side as we scale to support a larger group of businesses across EMEA and the rest of world.
Effective communication in business is essential, and we are seeing a hyper expansion in organisations investing in the technology that will help them differentiate. Our strength within Resonate is supporting organisations to maximise their UCC investment to drive exponential outcomes which can be measured in terms of market share, NPS and engagement. Growth remains strong for the foreseeable future.
As we move into 2025 – Resonate is 10 years old. Perhaps the 10 busiest and the most gratifying 10 years of our careers. We are looking forward to celebrating this important anniversary in a big way. Watch this space!
