Industry Research Reports and Market Analysis at MindBranch.com
  

The Role of SIs in The Contact Center Market (Strategy Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: October 2006
Product Code: R313-18017
Description
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
Table of Contents
DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


ANALYSIS
The Evolving Role of Soltions Providers
The challenge facing specialist SIs
Services offered by SIs
Reselling and integration of software is more profitable but harder to sell
Maintenance of contact center technologies is unavoidable
The flurry of M&A activity can confuse customers when it comes to maintenance contracts
A managed service provides end-user flexibility and lots of opportunities for the vendor
Professional services and business consulting are sweet spots for solutions providers
Vendor - Solutions Provider relationship
Vendors as implementers can be constructive to the end-user but destructive to a solutions provider relationship
Vendors, SIs and the importance of Workforce Optimization is increasing in prominence
Consultanting is a hot trend that is gaining traction amongst Vendors
Hot Solutions areas for solutions providers to be aware of
Migration, convergence and virtualization are areas that are gaining in prominence
Workforce optimization is not just marketing hype anymore
Self service / multi-channel are areas that improve a contact centers reach with its customers

APPENDIX
Further reading
Ask the analyst


List of Figures
Figure 1: Services offered by Solutions Providers
Figure 2: Changes to software and hardware spending are at opposite ends of the IT budget spectrum (Q: "How are you spending your external IT budget in 2006? How will it change in 2007?")
Ordering and More Information
Price and Delivery Options


MindBranch has been the leading provider of industry and investment research from more than 550 independent research firms since 1992. With over 90,000 market research reports, MindBranch is your trusted source of competitive business intelligence.