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October 07, 2015

Collaboration Technology Improves Cross-Department and Cross-Company Innovation

By Tracey E. Schelmetic
Contact Center Analytics Contributor

In the end of 2015 business roundups, the idea of collaboration is bound to appear frequently. Cloud-based technologies are enabling business collaboration like never before, and it’s offering broad benefits in every part of the enterprise, from the contact center to the back office to sales departments.

In a recent interview with Contact Center Analytics, Robert Klotz, VP of product strategy for enterprise technology design and ICT solution design provider Netformx, said collaboration takes many forms, and as adoption and utilization improve, his company is seeing customers who are using the Netformx ecosystem and hub to share network designs and proposals and apply the benefits of process automation and analytics.

“So a sales account manager can create a high level proposal while meeting with the customer, share it with a sales engineer who can flesh out the detailed design, and then add on services or cloud hosting features without needing to schedule separate meetings with the customer and each expert,” Klotz told Contact Center Analytics. “The result is more time building the customer relationship.”

Today, the cloud enables easy access to data, effective collaboration and the ability to drive analytics. This is opening all sorts of opportunities for companies of all sizes. Companies and partners can integrate their knowledge bases to streamline processes, boost innovation and reduce error and duplication. San Jose-based Netformx’s KnowledgeBase component is offered as a self-service application in the cloud to enable the company’s customers to incorporate their private services, bundles, and configurations.

“The ability to then enable the sales team to leverage the newly created data in real time ensures they stay updated and competitive,” said Klotz. “Our customers need to move very quickly to stay competitive but are simultaneously struggling with the complexities of cloud and virtual functions. Some have transitioned successfully to cloud, while others are struggling with its complexities. At Netformx, we simplify many of those complexities through automation and analytics.”

When companies rely on a mishmash of multivendor solutions, they are missing out on a number of opportunities to make collaboration easier today. Channel partners in particular are having a tough job staying up to date with multivendor solutions, new vendors, deployment architectures, consumption models, and evolving technologies such as NFV, SDN, cloud, and data centers, as well as rapidly changing products, SKUs, and rebate structures, as well as their own value-added services, said Klotz.

“Netformx is in the business of simplifying the design and sales processes to enable sales and accelerate profitability,” he told Contact Center Analytics. “We do that by gathering product, purchasing rebate, and other information from vendors, distributors, and client systems and applying powerful analytics to create complex yet accurate designs and proposals and actionable insights that result in increased productivity and higher margins and profits. Our perspective is that less training should be needed since the complexities (such as configurations, best practices, and other rules) are handled automatically by Netformx software. So there is less reliance on experts.”

Robert Klotz will be presenting a session at ITEXPO in Anaheim, California this week entitled, “Unmasking Hidden Margin Dollars Using Business Intelligence” on Wednesday, October 7th at 3:00 in Room 201C. For more information about the show or to register, visit

Edited by Kyle Piscioniere