The role of SIs in the contact center market (Strategy focus)

Introduction

For organizations that adopt more customer centric practices, the contact center has become more strategic. Consequently the contact center is moving closer to the heart of the organization, regardless of whether it is a cost or a profit center. Therefore, as the perception of the contact center evolves, so does the role of the solutions provider.

Scope

• The evolving role of solutions providers
• Services offered by solutions providers
• The vendor - solutions provider relationship
• Hot solution areas for solutions providers to be aware of

Highlights

The richness of new applications means that the way contact center technologies are being sold and implemented is changing. There is more focus on using new technology to change business processes and develop new business models, rather than the technology being perceived primarily as a way of cutting costs.

Consequently, large organisations are looking for their suppliers to provide business advice in addition to technology. As such, the demand for business consulting services from both vendors and solution providers is increasing.

Vendors have had a relationship of peaks and troughs with the solutions providers, with vendors either deciding to offer the same services as the solutions providers and effectively treat their partners as competition, or by keeping their partnerships at arm's length letting the solutions providers conduct the entire customer relationship.

Reasons to Purchase

• Understand how vendors as implementers can be constructive to the end-user but destructive to a solutions provider relationship
• Learn how professional services and business consulting are sweet spots for solutions providers
• Discover that the flurry of M&A activity can confuse customers when it comes to maintenance contracts