A Partner’s View on the Changing UK Contact Center Market

Blog Post created by johnher on Nov 7, 2011

As I mentioned in yesterday’s blog “CustomerCollaboration Takes the UK by Storm”, a big part of my week in the UK was spent meeting with key channel partners. One of those partners, Touchbase, made it clear that they see the same changes that we’re seeing in the market. Formerly Avaya’s largest partner in the UK, Touchbase began seeing changes in the market a few years ago—so much so that they transitioned their business entirely from Avaya to Cisco. 


Mike Danson, Managing Director of Touchbase UK, shared some thoughts with me in a short video here:


Beyond the video, Mike shared with me the investments that Touchbase is making in being able to demonstrate Cisco Customer Collaborationto customers at its new ExecutiveBriefing Center and also shared a quote from one of their clients, Irwin Mitchell Solicitors, a 2200-person law firm with more than 300 contact center agents on Cisco Unified Contact Center Enterprise.  The firm’s Group Operations Director, Gary Jackson, said, “Our communication infrastructure lies at the heart of our business. It’s therefore crucial that we have the support of companies like Touchbase who can offer their expertise and knowledge to help ensure we can continue to grow.”


I also love to hear about customers and partners that are seeing success with Cisco solutions. That’s certainly the case with Touchbase, and I look forward to seeing more of that success as we continue to focus on the UK market.