from contact centre solutions to integrated hosted telephony and beyond. TR: If you could change one aspect of your job, what would it be and why? KH: If there’s one thing I’d change, it would be spending less time dealing with outdated systems and more time focusing on conversations with customers to better understand where the industry is heading. https://www.greenip.co.uk/ TR: Could vendors and distributors do more to help overcome these challenges? And if so, what? KH: Yes – and the best ones already do. The ones that stand out are those that bring clarity and structure, putting the customer first, rather than focusing only on pricing and margin. TR: Are customers becoming more demanding, and if so, in what ways? KH: They are – but that’s not a bad thing. Expectations are higher, and rightly so. Customers want fast answers, accurate information and clear communication from a solution partner that doesn’t just sell a solution but takes ownership of the outcome. We’re also seeing more demand for joined-up services. Clients no longer want a patchwork of providers; they want a single point of contact who understands their business and can deliver across the board, consultants who can help bring our solutions to a wider audience while maintaining the standards we expect. As a continuity technology partner, we continually enhance services with the latest innovations, like AI, to strengthen cloud-based collaboration’s ability to boost business efficiency and growth. We are proud to be the driving force behind the success of our customers around the world. TR: What do you see as the biggest challenges facing channel businesses today? KH: The biggest challenge is standing out in a crowded marketplace. Everyone says they offer great service, but few can genuinely deliver it at scale and with consistency. Customers are more aware than ever of what good looks like, and they won’t stick around if you over-promise and under-deliver. It is also critical to keep pace with the rapid rate of change, be that in technology, the regulatory environment or evolving customer needs. Staying agile and relevant without overcomplicating one’s offering is a balancing act that all channel businesses need to master. View from the Channel AI Transformation Services keypointintelligence.com CONTACT US AI is revolutionizing industries—are you leveraging it to gain a competitive edge? Our AI Transformation Partnership guides you from strategy to seamless implementation, ensuring AI drives efficiency, innovation, and measurable business impact. AI Discovery AI Implementation AI Solution
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