Integrating The Contact Center And The Enterprise (Strategy Focus)

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.



Report 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.


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CATALYST 1
SUMMARY 1
METHODOLOGY 1
ANALYSIS 3
Selling virtualization means selling to the whole enterprise, not just the customer service organization 3
Careful assessment and 'targeting' of potential customers will be required to create the right foundations for this market 4
Partnerships with professional services will play a crucial role in the successful sale and deployment of virtualization technologies 5
Professional services firms can present a challenge when partnering 6
Project discovery and consulting work will be fundamental requirement for virtualization 6
Support services should be in place for the duration 7
Vendors should look beyond traditional contact center partnerships to emerging players in enterprise communications 8
Middleware players have a central role to play in virtualization 8
ACTIONS 9
A cutting edge strategy depends on a duet of the right resources and relationships 9
APPENDIX 10
Further reading 10
Ask the analyst 10

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