Who Buys Contact Center Software and Why? Explore insights from Nextiva at Channel Partners 2025 on how education, retail, and IT leaders benefit. At the Channel Partners Expo in Las Vegas, Prince Rich from RTG Call Center Solutions stopped by the Nextiva exhibit to speak with Tony Calvis about one of the most common questions businesses have: who buys a contact center, and why is it such an important investment?

Who Makes the Decision?

According to Tony, the decision often comes down to the Director of IT or the person responsible for a company’s infrastructure. These leaders are tasked with doing more on tighter budgets while meeting the needs of multiple departments across the business.

A contact center becomes appealing because it simplifies vendor management. Instead of using several different platforms, everything can be consolidated into one solution. This approach saves money, reduces complexity, and still provides teams with the flexibility they need to support customers effectively.

Why Education Benefits So Much

Tony pointed to education as one of the industries that benefits most from contact center solutions. Many schools and universities have accumulated a mix of old technology and newer digital tools over the years, often operating in silos without a way to connect them.

A cloud-based contact center changes that by linking multiple campuses, centralizing communication, and creating a single system of record. This makes it easier for institutions to modernize their operations and better serve students, staff, and faculty.

The Retail Connection

Another industry that adapts well to contact centers is retail. With multiple store locations and evolving customer expectations, retailers face the challenge of offering consistent experiences across all channels.

Contact centers help solve this by giving retailers an omnichannel communication platform and workforce management tools. These tools allow them to monitor peak hours, schedule staff effectively, and keep operations efficient; all while delivering a more seamless customer experience.

Why It Matters

The conversation highlighted a clear theme: businesses across industries are under pressure to do more with less. Contact centers provide a way to consolidate systems, improve efficiency, and keep up with rising customer expectations. The impact is clear in education or retail; contact centers aren’t just helpful, they’re becoming essential.

Get Started with RTG Today

At RTG Call Center Solutions, we offer 100% free consulting to help you find the right provider and features for your needs and budget. We work with all the major contact center providers in the U.S., and since we’re paid by referral, our help costs you nothing.

✅ Visit www.rtgcallcentersolutions.com to get started.
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Make the right choice today and set your business up for success in 2025!