Cludo left onsite sales behind. It became the largest CCaaS provider in Poland.
Cludo built its Contact Center as a Service offer on OneContact CC and OneContact WFO. Every new customer now adds predictable monthly revenue. 1,000 seats on high-end systems and revenue growth above 430% in one year.
📅 Published August 2020
1,000 seats
on high-end CCaaS systems. Cludo is the largest CCaaS provider in Poland.
430%+
revenue growth in one year, reported in 2020.
3 revenue streams
monthly subscriptions, professional services and carrier services.
Multi-tenant
SIP-based architecture built for CCaaS. One platform, many tenants.
Everyone sold the same box. Cludo chose a service.
Background
Cludo is a Polish Contact Center provider specialized in cloud solutions. Its portfolio includes OneContact CC and OneContact WFO, powered by Collab, plus its own products such as visual IVR and Skrypter, a scripting tool.
When Cludo started in 2012, the onsite market was highly competitive. Every provider offered similar software based on Asterisk, with no clear advantage in model or functionality to serve large customers.
The challenge
A market analysis pointed to four gaps.
No professional SaaS systems. Few professional solutions were available as a service.
No answer for large customers. Existing software did not meet their needs.
Unpredictable revenue. Business models relied on one-off onsite sales.
High cost and complexity. The onsite model required expensive, complex infrastructure.
Why Collab
Multi-tenant by design, flexible by choice
At the time, Cludo saw the other vendors as still stuck in the old business model of onsite sales, not ready to be flexible from a technical or a business perspective. Collab was new in the market, its architecture was developed with multi-tenancy in mind, and it was open to a business model tailored to Cludo.
Results
1,000 seats
The largest CCaaS provider in Poland, on high-end systems
430%+ revenue growth
Revenue growth above 430% in one year, reported in 2020
Three revenue streams
Monthly subscriptions per agent and functionality, professional services and custom solutions, carrier and telco services
A new business model
From onsite to hosted. Reduced licensing and equipment costs, agility to enter large customers
“Because Collab was new in the market, because the architecture was developed already with multi tenancy in mind, and because of your openness to this, your project was a success.”
