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Adding Value and Managing Change in Today’s Contact Center

  • September 2014
  • 17 pages
  • Frost & Sullivan
Report ID: 2377863

Summary

Table of Contents

Innovative solutions integrators (SIs) key to cloud, omnichannel, and IT management strategies

Customer contact systems integrators and value-added resellers or “solutions integrators” (SIs) are the linchpins in the contact center supply chain. Companies call on SIs to map out solution strategies and recommend and implement new and upgraded hardware and software and services. In turn, original equipment manufacturers (OEMs) and hosting providers depend on SIs as channel partners to sell, support, install and connect technologies to customer companies. But SIs are vulnerable to the stresses of anticipating and responding to the demands of OEMs, hosting providers, and other companies.

Introduction
Customer contact systems integrators and value-added resellers, or “solution integrators” (SIs) are the linchpins in the contact center supply chain. Companies call on SIs to map out solutions strategies and recommend and implement new and upgraded hardware and software and services. In turn, original equipment manufacturers (OEMs) and hosting providers depend on SIs as channel partners to sell, support, install and connect technologies to customer companies.
At the same time SIs are vulnerable to the stresses of anticipating and responding to the evolving demands of OEMs, hosting providers, and other companies. The future of SIs depends on how well they meet the evolving needs of companies and suppliers in a changing contact center marketplace.

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