Description

Customer contact systems integrators and value-added resellers or “solutions integrators” (SIs) are the linchpins in the contact center supply chain. Companies call on SIs to map out solution strategies and recommend and implement new and upgraded hardware and software and services. In turn, original equipment manufacturers (OEMs) and hosting providers depend on SIs as channel partners to sell, support, install and connect technologies to customer companies. But SIs are vulnerable to the stresses of anticipating and responding to the demands of OEMs, hosting providers, and other companies.