Techaisle Blog

In the dynamic world of technology, strategic acquisitions often serve as pivotal moments, reshaping market landscapes and redefining how services are delivered. The recent integration of ITsavvy into Xerox IT Solutions stands as a testament to this, marking a significant evolution from a successful channel partner to a critical component of a global IT powerhouse. This is not merely an acquisition; it is a strategic convergence that warrants a closer examination of the underlying rationale, the intricate platform integration, and the transformative impact it promises for Xerox's service delivery capabilities, particularly within the often-underestimated SMB sector. 

The Genesis of a Strategic Convergence 

The initial reaction to the announcement – "Why Xerox?" – underscored a perceived unconventional pairing. ITsavvy, a recognized provider of robust IT infrastructure solutions, aligning with Xerox, a brand historically anchored in printing and document management, initially seemed an outlier. However, a deeper analysis reveals a strategically sound convergence built upon complementary strengths and a shared vision for unlocking significant potential in the IT solutions landscape. This partnership wasn't born of chance but from a calculated recognition of mutual benefits. 

In its evolution from a hardware-centric entity to a service-oriented enterprise, Xerox has progressively broadened its service portfolio beyond traditional maintenance into digital transformation and comprehensive IT support. This transition has been underpinned by its extensive service network and a substantial base of technical representatives. Over time, Xerox strategically accumulated a portfolio of IT services acquisitions across various geographies. However, these assets remained somewhat fragmented. ITsavvy, with its unified and agile platform, experienced leadership, and a well-established partner ecosystem, presented a compelling solution. The proposition of consolidating Xerox's diverse IT assets onto ITsavvy’s cohesive platform offered a clear pathway to unify and significantly enhance Xerox's overall IT service offerings. 

The SMB market is at a critical inflection point. As we look beyond 2025, disruptive technologies, evolving operational needs, and a persistent demand for demonstrable value are reshaping this vital segment. Techaisle is tracking ten key trends essential for vendors, partners, and SMBs to thrive.

The headline? AI isn't just a feature; it's becoming the operating system for future SMB success. However, it's not AI in the abstract. SMBs demanding practical, embedded, and easy-to-consume AI that delivers measurable ROI right out of the box, driving the "Automation-in-a-Box" phenomenon, accelerating the adoption of Embedded AI-as-a-Service. For vendors, this means shifting from showcasing potential to delivering tangible gains and specific use case capabilities through AI-capable devices and integrated solutions.

I recently attended HP’s Amplify 2025 event in Nashville, TN. HP's Amplify 2025 announcements focused on pushing the boundaries with AI-integrated solutions across their PC, print, and collaboration portfolios. The goal? To boost user productivity and create more fulfilling work experiences. HP rolled out new AI-powered PCs with features tailored to different types of users and advancements in AI-driven printing that simplify and secure workflows. The primary focus was on the "future of work," aiming for seamless connectivity, intelligent devices, and smart data utilization with the HP Workforce Experience Platform to proactively address IT issues and enhance employee satisfaction. HP is also doubling down on partner growth with new compensation structures and expanded AI programs, all while emphasizing sustainability and security as key differentiators. HP is keen on engaging with growth markets and strengthening channel relationships, while also pursuing strategic collaborations to drive demand and educate customers on the benefits of AI technology. Research from HP Wolf Security highlights the constantly evolving landscape of cyber threats, underscoring the need for robust security measures integrated into their devices.

One HP: A Unified Approach

Building upon these advancements in AI-driven solutions and security, HP unveiled its One HP vision and strategy at the event, emphasizing a unified approach to better serve customers and partners. This initiative aims to create a seamless and comprehensive experience across HP's portfolio. One HP is a unifying principle that combines HP's various divisions, including PC, Print, Poly, Collaboration, and Services, focusing on putting customers and partners at the center. This approach aims to provide businesses with a comprehensive HP experience, an ecosystem of seamlessly integrated devices, software, and solutions designed to solve customer problems. Partners can offer a competitive advantage by selling One HP, moving beyond individual devices to provide a holistic solution. This initiative is driven by the goal of shaping the future of work by creating products, services, and solutions that enhance company productivity and improve employee well-being and fulfillment. Ultimately, One HP intends to streamline processes, enhance collaboration, and deliver greater value and better outcomes for businesses.

The Transformative Shift: AI Integration Across the Portfolio

The pace of technological evolution is relentless, and in today's dynamic business landscape, staying ahead requires not just incremental improvements, but transformative shifts. The recent HP Amplify 2025 event served as a powerful testament to HP's commitment to driving this transformation, unveiling a sweeping array of innovations and strategies designed to reshape the future of work. For small and medium-sized businesses (SMBs), midmarket firms, and the vital ecosystem of channel partners, the announcements emanating from Amplify are not merely product updates; they represent a pivotal moment, offering pathways to enhanced productivity, new growth opportunities, and a stronger competitive edge.

The adoption of contact center solutions among SMBs is growing, with a mix of on-premises, cloud-based, and hybrid approaches being considered. Many SMBs are transitioning from traditional systems to more modern solutions, with many planning or actively implementing cloud-based contact centers. Techaisle survey shows that SMBs seek specific features in their contact center solutions that best align with their operational needs and customer service goals. While many features are highly valued, smaller businesses and midmarket firms have slightly different priorities. Smaller businesses often value features that improve customer feedback and accessibility, while midmarket firms tend to prioritize features that assist their agents and streamline workflows.

Exceptional customer experiences are no longer optional for small and medium-sized businesses (SMBs) striving for growth and profitability – they are essential. In today's competitive landscape, customer experience is a key differentiator, directly impacting brand loyalty and revenue. Seamless, satisfying interactions boost customer retention and attract new business in a market saturated with choices. SMBs understand that exceeding customer expectations is paramount to long-term success, driving the need for advanced contact center solutions.

This need is clearly reflected in a Techaisle survey of 5,050 SMB and midmarket firms (defined as 1-99 employees for small businesses, 100-999 for core midmarket, and 1,000-4,999 for upper midmarket, with quotas set by employee size). Customer experience is a top priority for 84% of SMBs, ranking just behind cloud, security, and generative AI. Contact center usage is also widespread: 76% of small businesses (excluding home-based and single-employee retail) and 90% of core midmarket firms utilize at least one type of contact center. Furthermore, nearly half (49%) of all SMBs are either using or planning to implement cloud-based contact center solutions.

A key finding is that 84% of SMBs prioritize both customer experience (CX) and employee experience (EX), signaling a growing demand for Unified Experience Platforms (UXPs) to streamline both internal and external communications. The convergence of Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), and traditional Unified Communications (UC) will accelerate, reflecting the understanding that seamless EX and CX are inextricably linked and vital for success.  As a result, UXPs offering integrated solutions that improve collaboration, data sharing, and operational efficiency across departments will be highly sought after.  Vendors offering comprehensive UXP solutions that effectively address both employee and customer needs will be well-positioned for success in the SMB market.

By adopting a UXP, SMBs can expect to:

• Streamline internal communication: fostering a more connected workforce through improved team collaboration and increased productivity.
• Enhance customer interactions: delivering superior customer service, boosting satisfaction, and building stronger relationships.
• Gain a competitive edge: simplifying operations, increasing efficiency, and thriving in a dynamic market.