Integrating The Contact Center And The Enterprise (Strategy Focus): Industry Report

Integrating The Contact Center And The Enterprise (Strategy Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: May 2007
Product Code: R313-21977

Description

Introduction

Selling virtualized customer contact solutions is a complex process which requires a blend of partnerships, consulting and careful targeting of potential customers. Datamonitor highlights the importance of four key strategies enabling successful sale and deployment of virtualization solutions.

Scope

Virtualization solutions are relatively new and require a specialized approach to selling and deployment. This brief highlights four areas which will direct impact the success of vendors in this market. Sales, partnering, planning & new market entrants. Project discovery and planning is discussed to help identify the quick wins with virtualization solutions.

Highlights

As a relatively new technology solution area, virtualization strategies are only just being forged. Datamonitor's brief explores sales, planning, deployment and partnership challenges and opportunities which should help form these plans.

Reasons to Purchase

Understand the unique challenges associated with selling virtualization and how they can be overcome. Explore the benefits of new types of partnership in the broader enterprise. This brief is essential reading for not only vendors of virtualization, but also enterprise application, middleware vendors and professional services.

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY
ANALYSIS: Selling virtualization means selling to the whole enterprise, not just the customer service organization; Careful assessment and 'targeting' of potential customers will be required to create the right foundations for this market; Partnerships with professional services will play a crucial role in the successful sale and deployment of virtualization technologies; Professional services firms can present a challenge when partnering; Project discovery and consulting work will be fundamental requirement for virtualization; Support services should be in place for the duration; Vendors should look beyond traditional contact center partnerships to emerging players in enterprise communications; Middleware players have a central role to play in virtualization
ACTIONS: A cutting edge strategy depends on a duet of the right resources and relationships
APPENDIX: Further reading; Ask the analyst

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