Many organisations are using cloud as an enabler for Digital CX enhancement and optimising modern technologies to use business intelligence and Automation/AI to improve their customer journeys.
This means that the channel opportunity lies in managing end-customers’ migration to cloud, and managing the projects required to further transform to Digital CX. MSPs who can provide the cloud services, communications, integration & application services required to deliver the CX end-goals through technology have a massive opportunity ahead of them.
What to look for in CCaaS
Cloud-based contact centre solutions, unlike monolithic onsite applications, can be multi-application or multi-vendor solutions. This approach enables more data sources, digital communication channels, automation/AI, and analytics, which can help enhance and optimise the customer experience (CX) across customer journeys.
This sounds good, but enterprise customers find the complexity of integrating and managing these solutions across multiple providers and applications a challenge, even if they are based in the cloud.
MSPs and integrators can help ensure enterprise customers benefit from a robust and reliable end-to-end solution, which draws from a large ecosystem of applications. By managing the complexity and technology integration, combined with their knowledge of CX challenges, MSPs and integrators should be able to develop compelling call and contact centre offerings that deliver positive CX results.
In today’s experience economy, it’s well understood that good customer experience is critical in the creation of loyal and returning customers. This means that enterprise customers and organisations looking to enhance their CX to gain a competitive edge in increasingly competitive markets, will turn to MSPs and integrators to help them build-on cloud and automation features such as AI, which can help optimise both resourcing and digital customer experience journeys.
Channel partners able to fulfil this role, will differentiate themselves in the contact centre marketplace because they have the skills to deliver these integrated solutions that deliver positive CX.
What to look for in a CCaaS technology partner
As contact centre technology becomes more integrated, more digital, and makes more use of advanced technologies, such as AI, there’s no longer any single contact centre vendor that can provide the whole end-to-end technology solution that will fit the needs of every customer.
Intelligent contact centres comprise a core cloud-based routing/reporting/orchestration management solution, which is surrounded by an ecosystem of “best of breed” specialist vendor tools and cloud applications providing specific functions.
The crucial thing that resellers and MSPs need to ask is how open are these different vendor applications to ensure that they integrate smoothly with each other? Look for a vendor that uses an open platform to allow integration, the ability to overlap/interwork and ensure a good fit commercially and operationally to form part of a broader single managed service for customers.
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