Product Type: Market Research Report
Published by: Datamonitor
Published: May 2007
Product Code: R313-21996Description Introduction
This review report explores the market for contact center virtualization technologies. It contains briefs that highlighting the scale, scope, growth, opportunities and challenges facing vendors. Virtualization is a key component of the customer centric enterprise, this report is invaluable reading for those with an interest in helping organizations deliver better customer service.
Scope
In the market section of this report the nature and benefits of virtualization are explored with market sizing and forecasts. The strategy focus in this report highlights the sales, planning, deployment and partnering opportunities for vendors of virtualization solutions. Virtualization technologies are discussed with an overview of the IT and architectural implications of virtualizing customer contact organizations.
Highlights
Virtualization technologies are one of the hottest solution sets in the contact center and customer contact markets at the moment. Drawing together resources to improve customer service is a key focus for many of the world's largest organizations. This report analyzes the market, technology and strategies for success.
Reasons to Purchase
Understand virtualization solutions and their place in the customer contact strategy employed by organizations. Explore the market opportunities with sizing and forecast data through 2010. Formulate strategies for selling, deploying and partnering in the virtualization market with detailed discussions of each of these areas.Table of Contents - Overview
- Catalyst
- Summary
- Methodology
- Executive Summary
- Introduction
- Extending Customer Contact Across The Enterprise (Market Focus)
- Integrating The Contact Center And Enterprise (Strategy Focus)
- The Reality of Virtual Contact Centers (Technology Focus)
- Overview
- Catalyst
- Summary
- Methodology
- Executive Summary
- Introduction
- Extending Customer Contact Across The Enterprise (Market Focus)
- Integrating The Contact Center And Enterprise (Strategy Focus)
- The Reality of Virtual Contact Centers (Technology Focus)
- Extending Customer Contact Across The Enterprise (Market Focus)
- Summary
- Contact center virtualization is a key feature of the customer centric enterprise
- Centralized IT initiatives are a fundamental part of the contact center virtualization trend
- People and process are the biggest inhibitors to virtualizing contact centers
- Early growth in adoption of virtualization is likely amongst the largest, global firms
- Actions - Educating the market and delivering flexible solutions is the key focus
- Integrating The Contact Center And Enterprise (Strategy Focus)
- Summary
- Selling virtualization means selling to the whole enterprise, not just the customer service organization
- Partnerships with professional services will play a crucial role in the successful sale and deployment of virtualization technologies
- Project discovery and consulting work will be fundamental requirement for virtualization
- Vendors should look beyond traditional contact center partnerships to emerging players in enterprise communications
- Actions - A cutting edge strategy depends on a duet of the right resources and relationships
- The Reality of Virtual Contact Centers (technology Focus)
- Summary
- The centralization of IT in the contact center can generate efficiency in the whole organization
- Silos in the organization breed inconsistent customer information which can be harmful to an organization's brand
- The complexities of virtualization, in respect to risks, costs, and agent definitions need to be addressed for successful and sustainable deployments
- Action Points
- APPENDIX
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- Table of figures
- Figure 1: Customer service silos
- Figure 2: Using intelligent customer processes to manage customer contacts
- Figure 3: Remote workers as a percentage of total APs globally, 2005-2010
- Figure 4: Remote workers components, 2005-2010
- Figure 5: Unifying disparate systems into one enterprise wide communications system
- Figure 6: Customer service silos in the contact center
- Figure 7: Size and growth of remote workers, 2005 to 2010
- Table of tables
- Table 1: Remote workers as a percentage of total APs globally, 2005-2010
- Table 2: Remote workers components, 2005-2010
- Table 3: Regional share of remote workers, 2005-2010
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