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How Vendors Can Improve VARs Benefits in Contact Center Software

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TMCnews Featured Article


September 12, 2012

How Vendors Can Improve VARs Benefits in Contact Center Software

By Susan J. Campbell, TMCnet Contributing Editor


Contact center software can help streamline multichannel chaos to ensure a seamless experience in each customer interaction. For those Value Added Resellers (VARs) who promote these tools, the value they bring to the table can make or break a sale. When offering contact center software, the VAR is likely facing new challenges in today’s evolving market. Customers’ needs are increasing, available options may look great on paper but are difficult to support, and the industry is rapidly advancing, which makes it challenging to stay ahead of trends. For those VARs able to leverage a consultative approach in the customer relationship, the likelihood of finding the right solution fit is increased.


When the vendor delivers advanced products and services that continue to leverage innovation, their partners are better positioned to address the changing needs of the client, while also maintaining a distinct competitive advantage. The VAR seeking to dominate the contact center software industry should seek a vendor with technical expertise, deep industry knowledge and a unique approach to collaboration among the resellers within their channels. Such a strategy ensures the vendor can anticipate market needs and continue to evolve their software solutions to meet those needs.

Vendors enhance the value that VARs bring to the table when the focus on technology innovation is made a priority.

Zeacom is focused on keeping tight integration with its contact center software, enabling VARs to deliver best-of-breed solutions that address the emerging challenges in the dynamic contact center environment. As the company utilizes a channel-only sales model, Zeacom (News - Alert) is aware of the demands of today’s evolving market, and provides its partners with the service, support and technical ingenuity they need. 

“I've won every bid where I've proposed Zeacom," said SOURCE Telecom’s Debbie Magnanti, Director of Sales and Support Services. "Zeacom differentiates us from the competition with its seamless, agnostic approach, architecture, and better, more efficient customer care."

SOURCE Telecom is a Dallas-based VAR with which Zeacom has enjoyed a very high level of success. This partnership has delivered outstanding results for both companies, which can be attributed to a number of factors – most important of which is a detailed roadmap.

The roadmap includes what roles and responsibilities Zeacom has throughout the customer lifecycle –starting from working with a new prospect to supporting existing customers. Source (News - Alert) and Zeacom work together seamlessly to map out what contact center components would be used and where, and by what type of users. A deeper examination of a prospect’s current operations can reveal many areas in need of improvement, such as reporting, integrated and coordinated e-mail response, coupled with more and better metrics with which to measure call center efficiency.

In ensuring that its partners have all possible, necessary resources with which to win customers, Zeacom provides a “multitude” of resources, including access to all levels of the company from the CIO to customer service.

With a focus on multimedia customer interactions, seamless integration and operation, Zeacom is able to deliver a positive contact center experience, through which its VAR partners are able to extend added value to their customers.

To find out more about Damon Carter and Zeacom, visit the company at ITEXPO. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. Carter is speaking during “Microsoft Lync: Separating Hype from Reality” For more information on ITEXPO, click here.




Edited by Amanda Ciccatelli







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