2007 Trends to Watch: Contact Center Markets and Technology: Industry Report

2007 Trends to Watch: Contact Center Markets and Technology

Product Type: Market Research Report
Published by: Datamonitor
Published: March 2007
Product Code: R313-20758

Description

Introduction

This brief is essential reading for you to identify and track the forces shaping prospects for your business. In this piece, Datamonitor's senior analyst specializing in Contact Center Markets and Technology (CCMT) will outline the trends in your market, explain how this has shaped our research agenda for 2007, and highlight the pertinence of this research to your business targets for the year.

Scope

This brief highlights the three key trends shaping the contact center and customer interaction technology markets. CCMT's four research themes for 2007 are discussed providing insight into our research for the coming year. The short, medium and long term impact of a changing market is discussed in relation to customers and vendors.

Highlights

A growing move to provide competitive differentiation through superior customer service. The rollout of converged data/voice networks. Growing diversity in contact center markets. These are the three core trends shaping the contact center market in 2007. This brief is essential reading for those planning their go-to-market strategies for 2007.

Reasons to Purchase

Learn what factors and influences are driving change in the contact center market. Understand how Datamonitor's research relates to the challenges facing vendors and customers. Create better understanding of the global opportunities and challenges in the contact center market.

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
2007 TRENDS TO WATCH: CONTACT CENTER MARKETS AND TECHNOLOGY: Top 3 business issues facing your industry; Creating the customer centric enterprise; Communicating in the IP world; Managing diverse regional markets for contact center technology; Business drivers and our research themes for 2007; Utilizing SIP and presence to enable contact center virtualization; The evolving contact channel landscape; Taking advantage of growth in emerging contact center markets
DATAMONITOR'S TAKE
APPENDIX: Ask the analyst

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