Surviving The Optimization Evolution (Strategy Focus): Industry Report

Surviving The Optimization Evolution (Strategy Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: March 2007
Product Code: R313-21318

Description

Introduction

Strategy in the contact center optimization space has never been so important. Consolidation, technology evolution, and growing customer interest all demand a rethink of vendors' go-to-market strategy. This brief Highlights

the three key areas Datamonitor sees as important to success in this market.Scope

Highlights

the three core areas which vendors must consider in developing their market strategies for success. Covers market education, partnership and customer focus issues. This brief is essential reading for not only vendors, but other vendors who are affected by the growing integration of the CC into the enterprise.Highlights

Developing market education, providing validation of this growing market, understanding partnership opportunities and customer focus are the Highlights

of this brief. Datamonitor explains how each of these areas affect market strategies in the contact center optimization space.Reasons to Purchase

Understand the trends which are shaping the development of the contact center optimization market. Explore Datamonitor's analysis and advice for vendors who wish to drive sales and share to the next level Consider new, and innovative strategies for partnering with other organizations who can help power growth.

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY
ANALYSIS: Best-of-breed and suites are locked in a pointless battle that benefits no one; Consolidation is cooling down; Partnerships are more important than ever; Integration and interoperability are what customers care about; Professional services remain the un-tapped growth market in optimization; Professional services hold the key to broader market education and validation; Access to global organizations will drive growth in previously difficult to enter markets; Refocusing on customers will lead to stronger product and higher growth; Adopters generally follow a development curve in optimization deployments; Size and complexity of CC operations plays a central role in their adoption of optimization solutions
ACTIONS: Educate the market, partner well and sell customer-focused tools for success
APPENDIX: Further reading; Ask the analyst
List of Figures: Figure 1: Top 3 technology investment priorities over the next 12 months; Figure 2: The contact center optimization adoption path

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