Extending Customer Contact Across The Enterprise (Market Focus): Industry Research

Extending Customer Contact Across The Enterprise (Market Focus)

Published Date: May 2007

Published By: Datamonitor

Page Count: 12

Order Code: R313-21976

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DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY
ANALYSIS: Contact center virtualization is a key feature of the customer centric enterprise; A virtualized contact center landscape relies on a central platform and multi-directional communication; Better customer service is not the only reason to virtualize; Creating a customer centric business isn't just for the biggest companies; Centralized IT initiatives are a fundamental part of the contact center virtualization trend; New CC products assist with both IT centralization and CC virtualization; People and process are the biggest inhibitors to virtualizing contact centers; Vendors of virtualization technologies must work in partnership with global systems integrators to tackle the people and process issues; Early growth in adoption of virtualization is likely amongst the largest, global firms; Growth is fastest in branch and back office/knowledge workers; Growth in virtual agent positions is primarily driven by North America and Europe; Vertical analysis is irrelevant to virtualization
ACTIONS: Educating the market and delivering flexible solutions is the key focus
APPENDIX: Further reading; Ask the analyst
List 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; List 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