CV_JulyAug_2017_linked

49 / 60

at your service: Xaas
of integrations to contact center appli-
cations, such as workforce manage-
ment, business analytics, quality man-
agement and speech analytics, will
be highly valued. Having the skills in
house to perform custom integrations
to often times “homegrown” applica-
tions also is an advantage. Achieving
these valuable outcomes requires that
the solution providers have the neces-
sary integration skills to not only initi-
ate the initial integration, but cloud
customers want solution providers
that will ensure the integrations are
forward compatible when the cloud
release changes or the platform
is upgraded.
3. Simplified, fully managed ser-
vices. Oftentimes, a key driver to
the cloud is business’s desire to
streamline the number of vendors
it deals with for its contact center
solution. Even a smaller contact
center engages with a lot of ven-
dors, such as the communications
provider, the internet service pro-
vider, the server vendor, third-party
operating software vendors and
the contact center software vendor
to name a few. When something’s
not working properly, it can eat up
a lot of the customer’s time trying
to pinpoint whether the problem
is internal (e.g., server, firewall) or
external (e.g., communications pro-
vider, internet service provider or
software vendor).
Service providers that want to
distinguish themselves as CCaaS
solution providers must offer fully
managed offerings where they
become the one number to call for
all questions and concerns; tech-
nical problems; training; moves,
adds, and changes; billing; and
reporting – offering total manage-
ment of the CCaaS solution.
All the aforementioned ser-
vices begin with a contract, which
lays out the terms of the service
and responsibilities for the ser-
vice provider and customer. Simi-
lar to the services being provided,
the contract should simplify the
customer’s life. It should be about
two pages and use clear language
— not a 15-page, front and back,
obfuscated manifesto requiring a
team of lawyers to interpret, edit
and argue over.
Enterprises are under a lot of pres-
sure to distinguish themselves by pro-
viding a superior customer experience.
Providers that deliver CCaaS solutions,
along with the value-added services
described, can make this goal a real-
ity for their customers and at the same
time distinguish themselves as trusted
service providers that are instrumental
in their customers’ businesses. o
Jacki Tessmer is vice president of
cloud and service provider strategy for
Enghouse Interactive, a global devel-
oper of contact center and customer
interaction software and services.
3 Blog content (bylined or ghost written)
3 Branded e-newsletter production & distribution
3 Hosted webinars
3 Whitepapers
3 Infographic production & digital distribution
3 Third-party research
3 Targeted topic e-books
We’ve Got You
Covered
B2B Content by Channel Veterans
X
480-503-0770
July - August, 2017 | ChannelVision 49