Agent. Private labeling. Build and buy a platform. According to Chief Revenue Officer, White Label Communications, LLC, Jim DeBald, these are the three models that a channel partner can pursue in the UCaaS market. In this second part of a two-part podcast series, we look at the case for white labeling. DeBald takes us on a journey that looks at margin, cost, revenue, and scale of responsibility that comes with each model. The dynamic that DeBald illustrated is that the carrier, that you might resell, can change. Change of ownership, merger, new leadership, and more, can all mean that old bets are off. A critical part of that is understanding who really owns the relationship with the customer. In this podcast we hear about how a channel partner, who might have wanted a stronger tie to the customer, can be reduced to a commission agent status, where carrier’s, “moves, adds and changes”, can later sweep away that connection. “I recommend that at the very least, provide level one support,” says DeBald, as a way of having some control over the relationship. We learn that stepping into a white label level, balances the benefits of owning that relationship, and the equity that comes with that ownership, while not having to go the expense of duplicating carrier level services.

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