2008 Trends to Watch: Contact Center Markets and Technologies: Industry Research

2008 Trends to Watch: Contact Center Markets and Technologies

Published Date: February 2008

Published By: Datamonitor

Page Count: 9

Order Code: R313-30285

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Description

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Introduction

Economic indications show that 2008 is going to be a tough year for many on the financial front. The contact center projects that are likely to be hit hard are large infrastructure and architecture refresh initiatives. However, contact center technology remains the best lever for getting more value from your employees and by making better use of customer data.

Scope

Hosted contact centers will reach prime time Mid-market applications will flourish Workforce Optimization will mushroom as enterprises turn chaos into predictability Partnership and channel strategies will be shaken up to initiate change

Highlights

Contact centers, despite being the front-end of many organizations, will face the pinch as enterprises will need to reduce costs fast, yet maintain high standards. How an organization manages and maintains its customer relationships will be of even more importance if an organization is to remain solvent and competitive. Many contact center vendors have started to expand their product offering to large enterprises. But in an economic downturn these large enterprises may not have the resources for expansion. Vendors trying to sell contact center solutions to the large enterprise may hit a brick wall and changing their sales strategy to focus on new markets is a must

Reasons to Purchase

Understand how changing work patterns and the economic climate will affect the industry. Identify the key trends in the contact center market in order to plan your go-to-market strategy.

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