Harold Vance, Global Director Customer Success at VoIP Innovations There’s a song by Australian country singer Geoff Mack titled “I’ve Been Everywhere”. When it comes to CPaaS, Harold really has been almost everywhere. He brings unmatched coal-face experience in helping developers, start-ups, small and large established enterprises use CPaaS. Harold will share his insights on what works, what does not, what’s still missing, through lots of case studies from the past decade.

1. “I’ve Been Everywhere”
in CPaaS
Harold Vance
haroldlvance@gmail.com

2. Popular song with a wide set of worldly
versions by Australian country singer Geoff
Mack titled “I’ve Been Everywhere”.

3. Almost everywhere

4. Ideation is the creative process of generating, developing,
and communicating new ideas, where an idea is
understood as a basic element of thought that can be
either visual, concrete, or abstract. Ideation comprises all
stages of a thought cycle, from innovation, to
development, to actualization.

5. What doesn’t work
 Build it and they will come
 Better – Find what they need and will pay for, get a swell of wants, $$ then build
 Analysis Paralysis – Once you have Ideated and have established swell start, things
over cooked tend to miss the boat
 All developers know what their customers want
 Better – provide usable sample code as soon as you release the API(Musthave
roadmap and release notes)
 Best – Have sample apps, web enabled demo’s All where your customers can try it
and see it in action, along with any code/requirements needed
 Make sure your beta testers know they are beta testers
 Surprises that are outside your birthday are just that

6. What does work
 Transparency
 Honesty, humble and become your customers’ advocate
 We are here to make money not a non-profit(seems that way as you cross that sales chasm)
 Your Customers Success
 Include them, mentor them, educate them
 10 minute chat/touchpoint monthly scheduled small audience
 QBR once a quarter, based on size, value($$ or early adopters)
 Address your development communities
 Open forums that are monitored
 Use your own products to succeed
 Knowledge should not be tribal
 Communicate

7. Next great Ideas
 White Labeled scenarios that work
 CPaaS, UCaaS we all SaaS
 Drag and drop, easy to use, user friendly templates!
 IoT, AI, ML, IL, SL
 Internet of things, Artificial Intelligence, Machine Learning, Intent Libraries,
Suggestion Libraries
 Learn how to auto tune or at least report what needs to be adjusted
 Case study American Airlines and Phillips
 Two day workshop

8. Brought to by the letter "C”
Communicate and the letter “I”
Ideation is the new sensation.
Harold Vance
haroldlvance@gmail.com