The modern communication stack is more complex today than ever. When employees need to connect and collaborate, they have a variety of platforms available, from web-based chat tools to video conferencing. When customers need support, they can access self-service tools, speak to you through social media, or start a phone call.
When the communication conversation is so vast, it’s becoming increasingly difficult for business leaders to find a vendor that can deliver the best of everything. Instead, we’re moving into a multi-vendor landscape, where companies can mix-and-match the functionality they need from best-of-breed solutions around the world.
In this new environment, partner ecosystems are crucial for ensuring excellent customer experience and new opportunities in the communication space.
The Power of Partners for CX
Five9, one of the market leaders in offering excellent CX solutions, believes that the channel partner environment is one of the most important resources for delivering superior CX. Customers in the current landscape aren’t just looking for CCaaS or UCaaS services. They want a full transformational experience to take them into the era of cloud.
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While a company like Five9 can offer important slices of the digital transformation journey, like CCaaS, its channel partners are the people that customers turn to when they need to leverage genuinely bespoke solutions. Five9 can provide customers with communication tools that solve all of their specific problems with access to the right partners, without any unnecessary bulk.
Lately, the nature of the partner environment is changing. Today’s partners aren’t just resellers anymore. There are solution providers that can step in and help customers determine the next best step for their digital transformation. Master agents can guide clients to specific vendors and bolt extra functionality and services on the side.
It’s the channel partners in a UCaaS and CCaaS environment that turn a one-size-fits-all solution into a communication stack that’s tailor-made for a specific purpose. These experts can design the ideal map to success for each individual customer.
Vendors Should Invest in Their Partners
Through partners like Microsoft, Zoom, and Salesforce, Five9 has more freedom to bring its customers the unique packages that they need to excel for their end-users. Partners can build custom solutions that address individual problems and provide extra support for things like implementation, adoption, and onboarding.
By providing partners with the right education, support, and opportunities, vendors can ensure that these groups have the resources required to make a real difference in the communication landscape. That’s why companies like Five9 invest so heavily into the X-Factor program and ensure that partners have the solutions they need, based on the feedback they give.
In an environment where “one-size-fits-all” solutions for communications are no longer realistic, partners allow vendors to offer their customers the truly inspiring transformational tools they need most. Companies that fail to pay the right attention to their channel partners in the years ahead will be the ones that struggle most with differentiation going forward.
