smaller enterprises with 100 seats or more that have made little or no investment into customer experience tools such as chatbots, SMS bots and IVR systems. The desired outcome here is typically the cost containment that comes with intelligently automating processes, said Jones, as these companies deal with high levels of employee churn and increasingly demanding customer bases. Larger enterprises that may have some degree of an IVR or IVA system in place tend to be looking to the next level of optimization and cost realization, as well as raising the level of customer and brand experience. “We have offerings on that side that are less about cost containment and more about the flow of the customer experience, the value of how human the interaction is and how easy it is to engage in our solution,” Jones explained. Ideal partners for the program include agents with an understanding of the applicable technology and technical selling that can speak to C-level executives and rather quickly comprehend the business strategies and goals of the varied members of a buying circle. “Deals can be a little bit complex,” said Jones. “We’re finding it’s not usually one person that we’re selling to inside of an organization.” Few areas of technology are currently garnering more attention and investment than conversation AI. The Mosaicx collaborative selling Agent program allows partners to gain a foothold as trusted advisors within what is arguably the most transformational technology since at least the switch from analog to digital. o Source: Vanson Bourne, WEBCON Has your organization increased, or does it plan to increase, its use of the internet as a primary option for connecting sites to your WAN? Source: Enterprise Management Associates (EMA) Which of the following technology categories has your organization already invested in? Source: Info-Tech Research Group Which of those same technologies does your organization plan to invest in by the end of 2023 We rely on consultant partners or system integrators to develop our solutions Yes, we have implemented this Yes, we are amid this change Yes, we are planning to do this No 17% 0 5 10 15 20 26.2% 9.6% 1.3% 62.9% 82% 64% 54% 44% 36% 36% 58% 44% 41% 41% 39% 31% Cloud Cumputing Application Programming Interfaces (APIs) Next-Gen Cybersecurity Workforce Management Solutions Data Lake/Lakehouse Artificial Intelligence (AI) or Machine Learning Cloud Computing Artificial Intelligence (AI) or Machine Learning Data Lake/Lakehouse Application Programming Interfaces (APIs) Next-Gen Cybersecurity No-Code/Low-Code Platforms 25 THE CHANNEL MANAGER’S PLAYBOOK
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