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Selling Call Center Technologies to UtilitiesProduct Type: Market Research ReportPublished by: Datamonitor Published: April 2004 Product Code: R313-6645 Description IntroductionThe global market for utilities call centers reflects the changes which the utilities market has witnessed. Mergers and acquisitions have created a small number of very large utilities whose call center operations may span many locations. Vendors of CC technologies are presented with considerable opportunities to provide solutions to the challenges these firms face. Scope This market brief examines the challenges faced by the utilities market in their customer interaction strategy. Vendor responses are discussed. Although the utilities market has undergone liberalization in some areas, more de-regulation is expected. Opportunities in these areas are examined. Report Highlights This market brief analyzes the challenges faced by utilities firms in their contact center strategies. Vendor action points based on these business issues are presented. Datamonitor's latest market analysis and forecasts show the areas of opportunity for vendors of CC technology. Reasons to Purchase Understand the business issues faced by utilities firms in their CCs. Respond with appropriate solutions. Learn where the opportunities are, both geographically and in terms of which CC component technologies will be the most successful. Table of Contents TABLE OF CONTENTSABOUT DATAMONITOR 2 WHY ARE WE LOOKING AT THE UTILITIES VERTICAL? 5 A fragmented market full of opportunity 5 Stable growth in agent positions 6 Utilities: Time to move-up the value chain 6 De-regulation: the road ahead 6 WHAT ARE THE KEY PAIN POINTS IN UTILTIES 7 High degree of substitution 7 Utilities vertical CCs can be highly fragmented 7 Integration with back office systems 8 Sales through the CC 8 WHAT SHOULD CALL CENTER VENDORS SELL INTO THE UTITLTIES VERTICAL? 9 Self-service: differentiator and savings driver 9 Integrating back-office with front-office 10 WFM: efficient CC operations 10 Selling out bound services 11 MARKET OPPORTUNITIES 13 North America 14 Europe, Middle East and Africa 14 APAC 15 CC component technologies in utilities 15 CONCLUSIONS 17 Solutions to sell 17 The global view: de-regulation 17 SPP writing team 19 Author 19 Sales enquiries 19 How to contact experts in your industry 19 |
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