In B2B software sales, the success of negotiations often depends on how accurately the provider can identify the client’s real needs. This is especially critical for solutions that directly affect Customer Experience, since the quality of interactions with end consumers directly determines both loyalty and business profitability.
Out-of-the-box software rarely fits all the business processes of a company perfectly. That’s why the key question becomes: how flexible, scalable, and customizable is the solution for specific business objectives?
My name is Dmytro Serbeniuk. I am a Marketing Specialist at Global Bilgi and a regular contributor to our corporate blog. Today, I am introducing a new format for our readers — interviews with key members of our team. My first guest is Bohdan Lysenko, Business Development Specialist at Global Bilgi. He generously shared his perspective on how the negotiation stage unfolds in B2B software sales, the scenarios we most often encounter, and why testing can become a crucial part of the discussion.
Bohdan Lysenko – Business Development Specialist at Global Bilgi, a company that is part of the international DVL Group. He has over seven years of experience in sales and marketing of IT products across the markets of Ukraine, the U.S., and the EU. He has worked with companies developing solutions for online marketing analytics, the Internet of Things (IoT), and even aerospace technologies.
For the past 4.5 years, Bohdan has been driving B2B software sales at Global Bilgi. When the company’s leadership set a course for diversification through digital product sales, it was Bohdan who initiated the strategy and provided the tools and methodologies for its implementation. He emphasizes that he is proud of the projects launched under his direct involvement: they are distinguished by a high degree of automation and have become strong benchmarks for both operational excellence and financial performance.
Bohdan, what should a potential client know about Global Bilgi’s software before entering negotiations?
Sirius, a cloud-based contact center platform, is what we sell. It is an enterprise-level technology solution created for businesses who see customer service quality as a critical competitive advantage. It’s critical to understand that B2B software sales, particularly for large organizations, have unique characteristics: the decision-making cycle is lengthy and requires careful attention at each stage.
We focus on clients for whom the contact center is not just a “calling tool,” but a strategic instrument for achieving ambitious business goals. Our product offers a wide range of features for automation, analytics, and personalization, enabling companies to move beyond basic communications and deliver a seamless customer experience. So if your business is ready to invest in quality and gain a powerful tool for growth, we are ready to discuss how Sirius can help you tackle your most complex challenges.
Where do negotiations about software sales usually start?
The first step is to clearly identify the client’s needs. In my practice, I always aim to build a complete picture of the client’s business processes that our software will be able to address. Nowadays, the negotiation process most often happens online.
What do potential clients usually approach you with?
Often, the client knows how many workstations they want in the system. They may make a specific request, such as “I have a contact center with 20 workstations, so I need the same number of software licenses.” However, there are times when the client does not yet have a contact center and only has an idea of how it should look. Which communication channels should be connected (telephony, online chats, messengers, email), what platform features are required, and, most importantly, what type of load is expected, which refers to the number of inquiries across inbound or outbound communication channels. Based on this data, we determine the number of workstations required.
It’s also important to note that Global Bilgi’s software allows many processes to be automated. With its implementation, the number of agents required (and therefore the client’s operating costs) can decrease. For example, deploying Global Bilgi’s automated dialer reduces both the time and expense of processing outbound contact lists by up to 20%. This means the client can lower the number of agents needed for outbound campaigns and save budget.
Do you personally explain the technical aspects to clients?
At Global Bilgi, it is never just me as a Business Development Specialist. We also involve a representative from our IT department. This way, clients immediately get answers to technical questions: for example, about available integration methods or specifics of deploying the system in the client’s cloud environment.
Recommended reading: Contact Center Software: What to Consider When Choosing, or Customer Experience in Practice with ANEX Tour
What scenarios do you usually see at this stage?
From the perspective of addressing a client’s business needs with our software, negotiations most often follow three scenarios:
The first is when the out-of-the-box solution fits perfectly. This happens quite often because our product is mature, has many modules, and offers flexible configurations. In such cases, it’s the simplest and most straightforward path to a sale, what remains is just to align the business terms.
The second is when a potential client points out what they see as “excess functionality.” I understand that some are only looking for software to cover basic needs, such as handling inbound calls or running outbound campaigns on a client database. Unfortunately, we cannot “strip down” functionality to make the product cheaper, since that would contradict its architecture. Negotiations in this scenario usually end at this stage.
The third scenario is when the out-of-the-box solution works for the client but requires additional customization. For me, this is the most interesting scenario because it signals strong potential for cooperation. At Global Bilgi, we are ready to adapt and expand our software to deliver the best possible solution for the client.
And this isn’t free of charge, of course?
Naturally, the cost of customization or further development is defined and documented at the contract stage.
What kinds of software modifications are possible?
This list is usually discussed during the negotiation stage, since it is important for me to understand what will be included in the “standard package” of integration and what falls outside of it, thus becoming part of custom development.
Can you give some examples?
I would say that the “field for imagination” is almost unlimited. These could involve backend or frontend development and may cover aspects such as:
- Adapting the user’s workspace in the system to a specific client request (for example, displaying additional information or creating custom dashboards).
- Developing functionality that enables the software product to be embedded into the client’s information security system.
- Introducing entirely new features into the system (such as video calls or transcription).
- Building certain types of automation, for example, a voice bot, or integration with a new partner providing AI-based solutions.
- Adjustments to the built-in CRM system, or developing integrations with a new software solution that the client is already using or planning to use.
It’s worth noting that not everything described above immediately goes into production. In many cases, we first create a prototype or pilot to test the feasibility and functionality of the solution. Only afterward do we make a decision about scaling it. Already at the negotiation stage, we work closely with the client’s IT team to design a development roadmap, demonstrate the functionality, outline timelines, and of course, specify the costs.
So in fact, negotiations are also about aligning integrations?
Exactly. That’s why, already during the negotiation stage, we work with the client and their IT team to draft a project plan, outline timelines, and define costs.
How do you give the client confidence that the solution will truly work for their business?
Before making a decision, the client often wants to see the product in action. We understand this perfectly. That’s why we provide access to a demo environment, where we create accounts for the client and replicate their critical business processes as accurately as possible.
So, essentially, you create a simulation of the client’s own contact center?
You could put it that way. A contact center, by its nature, involves interaction with a large number of customers. For testing to be truly effective, it needs to happen under system load and take into account all the factors that affect system performance, client interactions, and other business-critical aspects.
Can you describe in more detail how software testing for a contact center works?
I can give an example from negotiations with a large banking company with international investments. Before they made a purchase decision, we conducted testing that involved the company’s employees across different regions of the country. The goal was to check call quality using different telecom operators and various headsets used by agents. Testing was carried out by creating a separate campaign in the automated dialer, which included more than 100 employee phone numbers that were dialed as part of the process. Based on the test results, we produced detailed analytics, which directly shaped the development roadmap for this client’s custom case.
And all of this is free of charge?
Yes, because for us it’s not just a technical formality but a strategic investment in future partnership. We understand that the client must be convinced the system will work for their business in real conditions, under real workloads. Testing gives them the chance to evaluate the product even before signing a contract and provides tangible value in the form of analytics and a roadmap for further development.
At Global Bilgi, building long-term relationships is a priority. Often companies start with the basic version of the software, and over time new needs emerge. We are ready to address those needs and continue evolving the project together. For us, testing is both a trust-building tool and proof that we are ready to be a true partner, not just a software vendor.
What happens after testing?
If the client is satisfied, we move on to signing the contract. At this stage, the key terms of cooperation are formalized: the list of features, pricing, timelines, payment procedures, and the responsibilities of both parties. Sometimes, the approval process can take varying amounts of time — it depends on the client’s internal procedures, the specifics of the agreement itself, or the need for additional documents such as an NDA. In some cases, the process may take several months, while in others, all details can be finalized in just a few days.
What is your role at this stage?
As a Business Development Specialist, I work together with our legal teams to align the following points:
- The final list of features;
- Pricing, delivery terms, and payment procedures;
- Responsibilities of the parties and dispute resolution;
- Data protection and confidentiality (often with a separate NDA signed);
- Other factors and risks that could affect the partnership.
Once all contract details are finalized and the installation fee is paid, the project is handed over to the IT operations team, which begins its implementation and ongoing support.
Bohdan, thanks for your responses. Finally, if a firm approaches you tomorrow and is just starting to think about deploying new software for its contact center, where should it begin and what should it know before negotiating with Global Bilgi?
At Global Bilgi, we don’t only provide “boxed” solutions. We offer a versatile cloud platform for contact centers that adapts to changing business needs. Within its ecosystem, we have already implemented AI-powered tools (for request appraisal, transcription, and quality monitoring), automation services (automatic dialer, IVR), and integrations with partner solutions, such as chatbots. This allows clients to plan forward and obtain a competitive advantage today.
That is why a client must understand that Global Bilgi is not about “sell and forget.” It is about collaboration, in which we work together to develop the finest solutions for the business. We assist businesses in increasing the efficiency of their contact centers through customization and integration with current systems, hence improving the Customer Experience for their end clients.
