New Media Software, a leading vendor of CTI based applications for business, says that resellers are struggling to get to grips with selling applications and need targeted help and support from vendors in order to exact maximum value from their customers.
This assertion by NMS follows the results of a survey undertaken by the company amongst 1800 resellers in which as many as 92% of respondents put their hands up to either not being able to sell or needing help to sell certain CTI based applications.
Phill McGowan, Managing Director of New Media Software said the result of the survey were quite astounding, “The most challenging applications for resellers to sell are web based such as web assistance but not much further behind came more common applications such as contact centres, messaging and diallers. Resellers were most at ease with simple CTI screen pop where 39% felt confident of selling the application without help from the vendor.”
The NMS survey also revealed the type of support preferred by resellers when selling CTI applications where the provision of an in-house system (40%) for their own use just nudged out an on-site demonstration (39%) by the vendor as being the most favoured. A web based live demonstration (28%) and a 24×7 web based self-paced demonstration were the next choices whilst telephone support garnered only 13% of support type votes.
McGowan concluded, “This survey has had a direct bearing on our support strategy for 2008. Web based demonstrations have been available from our site for some time but with immediate effect all Adaptive software products now include 12 months telephone support, remote support and emergency on-site support. This means our resellers now have a simple, hassle free way of supplying our products and can do so safe in the knowledge that we will pick up any support issues and resolve them quickly.”