Techaisle Blog

IBM and Microsoft have an established and successful strategic partnership, marked by significant collaborations like ARO (Azure Red Hat OpenShift). In 2021, the general availability of Red Hat OpenShift on Azure evolved into Azure Managed OpenShift on Azure. In 2023, IBM achieved Partner of the Year recognition with over 13 accreditations across the Microsoft portfolio and seven in 2024.

ARO has been a cornerstone of this partnership, offering businesses a comprehensive hybrid cloud solution that seamlessly integrates Azure services with Red Hat OpenShift. This partnership has also driven IBM’s expansion on the Azure cloud marketplace, where IBM’s technology offerings have gained substantial traction.

In a significant initiative to enhance their long-standing relationship, IBM and Microsoft are expanding the partnership by bringing additional IBM solutions to businesses through the Azure Marketplace. This strategic move aims to provide businesses with a more streamlined and integrated experience, allowing them to access a broader range of IBM software and services directly within the Azure ecosystem.

Both IBM and Microsoft stand to benefit from this partnership, as Techaisle’s research indicates a growing momentum towards Azure Marketplace. 47% of businesses consider it to be secure, 45% find it well-understood, 44% utilize it due to its extensive footprint, and 41% perceive it as a mature platform. These positive perceptions highlight Azure Marketplace’s increasing appeal to businesses seeking reliable, comprehensive cloud solutions.

Expanding IBM's Offerings on Azure Marketplace: A Strategic Partnership

There are few absolute certainties in technology – but one subject that is beyond debate is that the cloud has permanently changed how technology is deployed and consumed within businesses, and AI is the latest disruptive technology. We know that AI is everywhere, but having arrived in a hurry, the changes made in response to its adoption will not leave abruptly.

Techaisle research shows that 72% of SMBs, 97% of midmarket firms, and 100% of enterprises believe technology is critical to business success. However, IT efficiency can be challenging to achieve. As the business pressures increase, the greater is the need for automation and orchestration. Business unit leaders seek inputs from IT to help achieve business goals. In straightforward terms, in 86% of firms, IT is expected to do more and is even seen as a source of innovation. In 79% of firms, IT is expected to deliver business outcomes faster. However, 80% of IT’s time is spent on support and maintenance; in 65% of organizations, IT is left with little time for innovation.

One of the key highlights of this expanded partnership is the introduction of Apptio Technology Business Management (TBM) software to the Azure Marketplace. Apptio, an IBM company, is recognized as a market leader in TBM and FinOps. It empowers organizations to make data-driven technology investment decisions and optimize costs across cloud and on-premise environments.

The roll-out of Apptio's product suite on Azure Marketplace will occur in phases, beginning with IBM Targetprocess on October 29^th, 2024. Targetprocess is an Enterprise Agile Planning (EAP) software that integrates with Azure DevOps, facilitating better budget planning and management across diverse technology environments. IBM also plans to bring its flagship IT financial management solution, IBM Apptio Costing and Planning, to the Azure Marketplace in the first quarter of 2025. These initiatives highlight a commitment from both IBM and Microsoft to provide businesses with a comprehensive suite of solutions to manage and optimize their technology investments within the Azure cloud platform.

Techaisle research shows that channel partners seek enablement and simplifications that support their growth objectives, enhance their competitive edge, and improve their operational efficiency. Lenovo has taken significant strides to streamline and strengthen its partner framework in the ever-evolving technology landscape. By consolidating eight disparate partner programs into a single global framework, Lenovo has simplified its operations and created a more efficient and effective system for its partners. This article delves into the key aspects of Lenovo's partner framework, highlighting its structure, benefits, and future initiatives.

A Unified Global Framework

Lenovo's partner framework has undergone a remarkable transformation. The company has reduced the number of incentive programs from over 2,000 to approximately 750, achieving a 63% reduction. This consolidation has made it easier for partners to navigate and benefit. The new global framework has significantly increased the number of active certifications from 6,800 to more than 42,000, covering various portfolios, including PC, infrastructure, and services.

Lenovo 360 Solutions Hub

One of the standout features of Lenovo's partner framework is the Lenovo 360 Solutions Hub. This platform offers 50 cross-portfolio solutions with associated marketing materials and guided selling tutorials. According to Techaisle’s research, 51% of partners consider marketing and sales tools essential for driving growth. The Lenovo 360 Solutions Hub is designed to enable partners to deliver end-to-end solution capabilities, making it a crucial tool for partners to stay updated with Lenovo's vast portfolio.

Digital transformation remains a crucial driver of business success, enabling organizations to enhance customer experiences, optimize operations, drive innovation, adapt to disruption, and gain a competitive edge. AI maturity is a critical determinant for fully realizing the benefits of digital transformation. Organizations with higher AI maturity can leverage data insights, automate tasks, personalize experiences, innovate products and services, and mitigate risks, ultimately propelling their digital transformation efforts and securing long-term success.

Techaisle’s research of SMBs, midmarket, and upper midmarket firms shows that AI maturity, a crucial determinant of an industry's digital transformation success, is closely intertwined with IT maturity, cloud maturity, and innovation mindset. While many industries have embarked on their AI journeys, the level of maturity varies significantly.

IT Maturity as a Foundation: A strong foundation in IT maturity is essential for successful AI adoption. Industries with higher IT maturity levels, such as Financial Services, are better positioned to leverage AI effectively. However, sectors like Healthcare and Hospitality, which are lagging in IT maturity, may face challenges in implementing AI solutions. Bridging this digital divide requires significant investments and targeted development efforts to enhance IT capabilities. For partners and IT suppliers, identifying specific IT areas for improvement within each industry could drive targeted development efforts.

Cloud Maturity as an Accelerator: Cloud adoption plays a pivotal role in accelerating AI initiatives. Industries with higher cloud maturity levels are more advanced in digital transformation and AI adoption journeys. Organizations in sectors with lower cloud maturity can gain a competitive edge by prioritizing cloud adoption and implementing robust cloud governance and security measures.

Innovation Mindset as a Catalyst: A culture of innovation is crucial for driving AI adoption. Industries with a higher propensity for innovation, such as Technology-driven sectors, are leading in AI advancements. While recognizing the potential of AI, sectors like healthcare may need to foster a more innovative mindset to fully capitalize on its benefits. On the other hand, Financial Services presents a mixed picture, with a significant number of very innovative companies alongside a substantial portion of somewhat innovative organizations.

As AI continues to evolve, industries must strive to improve their AI maturity by addressing the underlying factors of IT maturity, cloud maturity, and an innovation mindset. By doing so, they can unlock AI's full potential and drive sustainable growth and competitive advantage.

Techaisle research shows that the Financial Services, Manufacturing, Healthcare, and Retail verticals are prime AI and cloud services targets due to their shared characteristics. These industries aim to modernize operations, leverage vast amounts of data, and comply with stringent regulations. Additionally, they prioritize customer experience, operational efficiency, and scalability. By integrating AI and cloud solutions with existing systems, these industries can unlock the full potential of their technological investments, drive innovation, and maintain a competitive edge.

Customer experience has become a key differentiator in today's competitive market, particularly for SMBs and midmarket firms. These companies, often with limited resources, are increasingly adopting contact center solutions to improve customer interactions and build loyalty.

Recent research by Techaisle, covering 2400 SMBs and Midmarket firms, indicates that 44% of small and medium-sized businesses (SMBs) and 48% of upper midmarket firms are prioritizing investments in customer experience (CX) solutions. Additionally, 55% of SMBs are either migrating their contact center to the cloud or planning to do so. In contrast, 32% of upper midmarket firms plan to use cloud contact center solutions. This trend underscores the growing recognition of the importance of delivering excellent customer service in a digital-first world.

Key Investment Areas for SMB and Midmarket Contact Centers

SMBs are investing heavily in contact center technologies to improve their CX capabilities. The research highlights the following areas as top priorities:

• IVR Voice, Video, Chat, Network Performance: A majority of SMBs (56%) are investing in technologies that enable seamless and efficient communication channels. This includes interactive voice response (IVR) systems, video conferencing, live chat, and robust network infrastructure. By automating routine tasks, IVR can improve efficiency and free up human agents to handle more complex issues. This enhances customer experience and reduces operational costs and staffing needs. Additionally, IVR systems can scale to accommodate growing call volume and provide insightful data for process improvement. Despite the benefits, implementing an effective IVR system can present challenges. The initial investment is a barrier for some SMBs, and designing a complex system has been daunting. Moreover, a poorly designed IVR system has frustrated SMB customers and damaged the brand. Integrating IVR with existing systems has also been challenging, and ongoing maintenance required to ensure proper functioning has been complex.
• AI Insights/Analytics for Agents: Leveraging artificial intelligence (AI) to provide agents with valuable insights and analytics is a crucial focus for 50% of SMBs. They feel that GenAI offers significant benefits in the context of contact center operations. SMBs and midmarket firms firmly believe that AI-powered tools will help agents better understand customer needs, resolve issues more efficiently, and personalize interactions. This leads to improved customer satisfaction and contributes to overall business growth and success. However, for early adopters, implementing AI insights has challenged SMBs despite its advantages. The initial investment in AI technology and the need for skilled personnel to manage and interpret the data have been barriers. Additionally, ensuring data quality and privacy is proving complex, and integrating AI tools with existing systems requires technical expertise. Moreover, the ongoing maintenance and updates of AI models to adapt to changing business needs and customer behaviors are unpredictable and time-consuming.
• App Integrations / CRM Integration: Integrating contact center solutions with other business applications, such as customer relationship management (CRM) systems, is vital for delivering a unified customer view. 47% of SMBs are prioritizing this integration. By merging contact center solutions with CRM systems and other business applications, SMBs hope to achieve a comprehensive and cohesive view of their customers. This integration facilitates seamless information sharing, mitigates data silos, and enhances customer service. With access to a complete customer profile, agents can provide more personalized and efficient support, heightening customer satisfaction and loyalty. Despite these significant benefits, integrating applications and CRM systems poses challenges for SMBs. The complexity of combining different systems, issues with data compatibility, and potential security risks have complicated implementation. Additionally, ensuring data accuracy and consistency across various platforms has been time-consuming and resource-intensive. Furthermore, the ongoing maintenance and updates required to keep integrations running smoothly necessitate technical expertise and time.

Must-Have Features for SMB Contact Center Solutions

To meet the evolving needs of SMBs and midmarket firms, contact center solutions must offer a range of essential features. The Techaisle research identifies the following as the most sought-after features: