Winning in the contact centre space comes down to one obvious truth as a starting point: resellers and MSPs must understand customer needs. You need to know what the pain points are, and what’s available out there to help solve these issues.
Where that can get a little more challenging is that now, more than any other time in the industry, is that you need to be aware of so much. It’s not just about replacing one piece of tin for another or replacing old headsets with a better option.
The options that integrated contact centre solutions can bring, improving CX, the options of Netflix-style as a service offerings, AI and other tools, EX trends, cloud-based solutions.
Additionally, companies are increasingly outsourcing non-core functions such as IT infrastructure management, customer support, and network operations to focus on their core business activities.
Straightforward services
Partners can offer further support to customers by providing managed services such as network monitoring, help desk support, and IT outsourcing to help telcos reduce costs, improve efficiency, and enhance service quality.
It’s an exhausting list and the other aspect to it now is that it’s not a case of ‘one and done’. Many of these items are ongoing processes that require continuous improvement and iteration by regularly soliciting feedback to address evolving needs, changes, and market trends.
However, that doesn’t mean companies need to offer all of these things themselves. While organisations are keen to streamline, they will work with multiple companies as long as it’s a straightforward process or there’s only one main point of contact.
Find out more about how you can partner with 8x8 to offer businesses a contact centre and communications solution that can keep customers happy, agents engaged, and employees connected.