Product Type: Market Research Report
Published by: Datamonitor
Published: June 2009
Product Code: R313-52383Description Introduction
With the growth in IP, enterprises will be able to leverage business process routing and unified communications to manage customer interactions across the contact center and back office environments. The combination of workflows and intelligent routing in an IP environment potentially can enable contact centers to improve productivity, profitability and cost reduction.
Scope- Covers emerging routing concepts in contact center operations
- Provides an overview of strategies from leading vendors in the emerging routing 2.0 space
- Illustrates case studies from innovative companies utilizing routing 2.0 to improve customer satisfaction
Highlights
The buzz around routing 2.0 concepts is occurring in the context of numerous market forces, including macro-economic conditions and the need for vendors to increase their addressable market at a time when adoption of new technology has slowed significantly, that can rightfully be seen as drivers.
Although a few enterprises are looking at the confluence of the recessionary environment and greater access to transformative technologies as an opportunity for something akin to a paradigm shift, most are looking for more incremental changes. Routing 2.0 technologies arguably hold the promise for both incremental and explosive changes.
Reasons to Purchase- Understand the flood of new industry terms including: CEBP and unified communications in the contact center
- Become familiar with the ways that vendors are approaching the problems of adding communications and collaboration to existing business processes
- Learn how business consulting services becomes a greater necessity to deploy routing 2.0 successfully
Table of Contents - Overview
- Catalyst
- Summary
- Key Messages
- Routing 2.0 connects the dots between contact centers, UC and business processes
- UC links the enterprise and the contact center
- CEBP comes in two flavors
- Business process automation brings routing to the back office
- Routing 2.0 sales efforts will require vendors to forge new relationships
- Table of Contents
- Table of figures
- Table of tables
- Market opportunity
- Defining the market
- Market trends
- The economy pushes enterprises towards efficiency
- Vendor strategies are changing
- The competitive landscape is shifting and converging
- The value of IP transformation has been rising
- Reuse comes to the fore
- Enterprises look for consistency in communications
- Technology Evolution
- Routing 2.0: Connecting the dots between UC, contact centers and process
- UC extends into the contact center
- Communications-enabled business processes
- Business process routing
- Why choose a contact center vendor for process automation?
- Customer Impact: undercover routing 2.0
- Siam Commercial Bank connects the contact center and the back office
- The problem: too many systems, too few results
- The solution: collaboration between the contact center and the back office
- University of Alabama wins the small ones
- The problem: small balances equal large headaches
- The solution: proactive outreach
- Rebranding solutions
- Competitive Landscape
- Communications technology providers
- Aspect Software
- Avaya
- Cisco
- Genesys
- Interactive Intelligence
- NEC
- Nortel
- Siemens
- Business process management vendors
- Comparison of various nomenclatures
- Go to Market
- Education, education, education
- Recommendations
- Less focus on names, more focus on benefits
- Build business consulting partnerships
- Target the horizontal
- Focus on true interoperability
- APPENDIX
- Definitions
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: Vendor-identified routing 2.0 categories
- List of Figures
- Figure 1: Word cloud showing popularity of particular routing 2.0 terms
- Figure 2: Transformation of value from IP over time
- Figure 3: Taxonomy of routing 2.0
- Figure 4: CEBP: collaboration and transactions
- Figure 5: Genesys iWD architecture
- Figure 6: Numerous interactions can initiate the same IPA process
- Figure 7: Siemens integrates unified communications with workflow
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