Synopsis For Monthly Features
November 2018
Call and Contact Centres
Customer Service Excellence (CX) has never been so fashionable and for many organisations the primary touch point for their users and customers is their call or contact centre.
Where does CX fit within the mix known as Digital Transformation (DX)? Well it’s about relevance; you need to establish you have connection and engagement with your target base to make sure their needs, wants and expectations are understood and being met by your company. Staying relevant to mitigate against disruption.
Are contact centres solely focussed on ‘processing calls’ and ignoring the need to secure valuable data on how customers view the products, services and likeability of the company?
Significantly, do contact centre solutions readily support this data and analytics task?
What do you consider the three biggest pain points being experienced by Call and Contact Centres today are?
Submit to: ian@commsbusiness.co.uk
Deadline: 1st October
Vertical Horizon: Manufacturing/ construction
In this series of features we will be looking at industry verticals the Channel is currently serving with a view to determining opportunities, challenges and market movements which are impacting those partners selling into that particular vertical.
The headlines in construction have all been grabbed by communicating with building sites and adoption of technology to provide solutions whereas in manufacturing more ‘traditional’ needs emerge such as collaborative working and UC – that sounds like Digital transformations to us.
Comments are sought from: Vendors, distributors and partners that operate in this space. They will sell a range of technologies and products across the sector, some of which will be industry specific, others will be horizontal solutions that sit across many verticals.
To include:
- Where is the disruption coming from? Digital Disruption is all around… how is it impacting this particular vertical and how can the Channel react?
- Which products and services are selling well?
- Are there new products on the horizon?
- How is the purchasing behaviour of this vertical changing?
- What are the major considerations for partners wanting to enter and succeed in this vertical?
- Can you be a generalist or is it essential to specialise in this vertical…why?
Submit to: ian@commsbusiness.co.uk
Deadline: 1st October
| Month 2018 | Market Report 1 | Market Report 2 | Market Report 3 | Guides |
| January | Voice, Data & Mobile Distribution | Utilities – specialist or generalist? | Smart Wireless Solutions (non-fixed connectivity) | |
| February | Call Recording (including Mobile recording) |
Flexible networking: SDN and NFV | Vertical Horizon: Channel in… Public Sector | Channel Profiles |
| March | Vertical Horizon: Channel in…Retail | Trends in Conferencing | Data Security and GDPR –Practical Guidance | |
| April | The Latest in Public Cloud | UC for the SME | Mobile World Congress | IP Telephony |
| May | Vertical Horizon: Channel in… Healthcare | SIP Trunks & Phones | Build to Sell: The Facts! | M2M/IOT |
| June | Communications Management | Disrupting Technologies & Applications | Vertical Horizon: Channel in… Education | |
| July | Hosted & Cloud based Telephony | Digital Payments: navigating crypto-currency | Making Big Data Work for SMEs | |
| August | Vertical Horizon: Channel in… Finance and Banking | WebRTC: A Disruptive Force? | DevOps – what you NEED to know | Security |
| September | Selling Team Collaboration | CPaaS: How to Sell It | Vertical Horizon: Channel in…Transportation/ Automotive | |
| October | Channel IoT | Billing Services for Business | Connectivity – Getting Access Right (incl. 4G/5G) | |
| November | Call and Contact Centres | Vertical Horizon: Manufacturing/ construction | Cyber Security for the SMB | |
| December | Preview of 2019 | Provisioning Portals – AI and Bot Takeover? | Dealing with SaaS Disruptors |
