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Home  > Computers and Information Technology  >  Software  >  CRM & Customer Service

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

Published Date: October 2006
Published By: Datamonitor
Page Count: 12
Order Code: R313-18017
 
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DescriptionTable of ContentsSimilar
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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?")
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