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Selling Contact Center Technology To The Communications Sector (Market Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16904
Description
Introduction

The communications industry has changed considerably and is no longer a mix of phone and cable companies. This brief identifies the challenges posed in each segment of the communications market, identifying the contact center solutions that they are likely to adopt and tactical considerations for the vendor community to consider.

Scope
  • The changing face of the communications sector poses an exciting time for the contact center and its associated technologies.
  • Increased dependency on the cell phone boosts services on offer to consumers - from downloading music to mobile-TV.
  • IPTV remains one of the biggest subjects of discussion and speculation across the communications industry today.
Highlights

Following the slump in the early naughties brought on by the dotcom bubble and 3G debt mountains, the communications industry has changed its approach, with growth coming not through voice services but high-speed data services, and by offering triple and quadruple play bundled services.

A plethora of technologies has emerged changing the face of the modern telecommunications industry, forcing traditional telco operators (fixed and wireless) to deploy technologies and networks to attract new revenue streams and develop new lines of business in an increasingly competitive environment.

Reasons to Purchase
  • Understand the key challenges facing different sections of the communications market: telcos, mobile operators, VoIP providers, and cable companies.
  • Understand that the real challenge for communications companies stem from the emergence of IPTV services.
  • Identify which contact center solutions are suited to the communications industry and how they can be delivered to add customer value.
Table of Contents
DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


ANALYSIS
The changing face of the communications sector
Challenges facing telco's
Increased dependency on the cell phone
Challenges facing mobile operators
Cable and Satellite companies are becoming more mature
VoIP providers are pushing the communications industry boundaries
Solutions that attract the communications market
Virtual contact centre
Agent desktop optimization
Voice based self service
Video-calling
Business intelligence (BI) and CRM combinations
SMS text alerts
Instant messaging / presence


APPENDIX
Further reading
Ask the analyst


List of Figures
Figure 1: Changes needed to counterbalance the decline in fixed line voice services
Figure 2: Communications sector is attracted to a particular contact center solutions
Ordering and More Information
Price and Delivery Options


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