Canadian telecom solution company Group of Gold Line launches contact centre as a service

GL CloudConnect (GLCC), the enterprise division of Canadian telecom solution company Group of Gold Line, is expanding its product line and jumping into the cloud contact centre market.

With a bevy of existing cloud-based solutions, bolstered by the addition of Enghouse Interactive’s Contact Center Service Provider (CCSP) platform, GLCC expects its service portfolio to become the single-source for cloud communication solutions among enterprises.

“The value we bring isn’t just in reselling CCaaS as a solution. We have all of these other components that customers can get from us, so they can get their SIP trunking from us, hosted PBX from us, and they can get their CCaaS from us,” Amanda Traynor, business development consultant for GLCC told CDN.

The global cloud-based contact centre market is expected to grow from $6.8 billion USD in 2017 to $20.93 billion by 2022, according to research firm MarketsandMarkets Inc., and while there are many players in the cloud contact centre arena, GLCC is confident it can offer customers a new level of flexibility with the help of its more than 30 partners.

“We can fire up as many SIP trunks and agents as you need in a pretty short timeline. And we can do that without holding customers to these long-term contracts that another major player would tie them to,” said Traynor.

Gold Line has a lot of faith in the new cloud contact centre service, and is even migrating its current Avaya on-premises system to GLCC at its contact centre operations at TeleResolve, located in Markham, Ont.

A launch event for the new service last week was attended by approximately 30 customers and partners, in addition to Markham’s deputy mayor Jack Heath. Traynor admits GLCC has flown under the radar for many years, but with the launch of CCSP, the company is expecting enterprises looking for a service that’s Canadian-made and Canadian-owned, to find exactly what they’re looking for with their brand. Launched in 1991, Gold Line quickly became Canada’s largest provider of long distance products and services, capturing 70 per cent of the market, issuing over 300 million long distance minutes every month, most of which was fueled by their pre-paid long distance calling cards. By the early 2000s, Gold Line expanded its business to provide telephony, WebTV, Web2Print and other business solutions, while simultaneously entering the global market. It now also offers telecom, cloud, hosting, digital media, and professional services solutions.

John Kelly, director of business development for Gold Line, said its growing line of business solutions, such as its data centre hosting services, have received high praise from customers, and those success stories have helped pave the way for a new CCaaS service they anticipate will be just as successful.

“They’ve opened doors for us to be an alternative from a contact centre perspective. And it makes so much sense to layer [CCaaS] on as an anchor solution set that most enterprise clients are looking for,” said Kelly as he cited a phrase one of their consultants used to describe the company a number of years ago.

“We’re a carrier-grade service without the carrier-grade B.S.”


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Alex Coop
Alex Coop
Former Editorial Director for IT World Canada and its sister publications.

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