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Selling Contact Center Technology into the Retail sector

Product Type: Market Research Report
Published by: Datamonitor
Published: October 2004
Product Code: R313-7168
Description
Introduction
In today's complex retail world, the use of technology to move and monitor goods, track inventory, communicate with business partners, and improve the customer experience has increased dramatically. This brief examines the current issues affecting retailers, along with selling strategies and 'likely-to-adopt' technologies for servicing call center operations of retail companies.

Scope
Examines the challenges faced by retailers in their customer interaction strategy. Vendor responses are discussed.
The geographical scope of this brief includes the key markets of NA, EMEA, CALA and APAC.
Highlights
This market brief analyzes the challenges faced by retailers 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 retail firms in their Contact Centers. Respond with appropriate solutions.
Learn where the opportunities are, both geographically and in terms of which Contact Center component technologies will be the most successful.

Table of Contents
TABLE OF CONTENTS

ABOUT DATAMONITOR 2

WHY ARE WE LOOKING AT THE RETAIL VERTICAL? 5

WHAT ARE THE KEY PAIN POINTS IN RETAIL? 6

Service optimization and customer retention 6

Multichannel interaction 6

Shrinking margins 6

Optimal staffing 7

Cross and upselling 7

WHAT SHOULD CALL CENTER VENDORS SELL INTO THE RETAIL VERTICAL? 8

Outbound services 8

Self-service 8

IP architecture + distributed architecture 9

CTI and multimedia technology 9

Workforce optimization 10

MARKET OPPORTUNITIES 11

North America 12

EMEA 12

APAC 12

CALA 13

Contact center component technologies in retail 13

CONCLUSIONS 15

Going forward 15

APPENDIX 16

Supplementary data 16

Further readings 17

SPP writing team 18

How to contact experts in your industry 19
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