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SUMMARY
Overview
Introduction
Economic indications show that 2008 is going to be a tough year for many on
the financial front. The contact center projects that are likely to be hit
hard are large infrastructure and architecture refresh initiatives. However,
contact center technology remains the best lever for getting more value from
your employees and by making better use of customer data.
Scope
- Hosted contact centers will reach prime time
- Mid-market applications will flourish
- Workforce Optimization will mushroom as enterprises turn chaos into
predictability
- Partnership and channel strategies will be shaken up to initiate change
Report Highlights
Contact centers, despite being the front-end of many organizations, will face
the pinch as enterprises will need to reduce costs fast, yet maintain high
standards. How an organization manages and maintains its customer
relationships will be of even more importance if an organization is to remain
solvent and competitive.
Many contact center vendors have started to expand their product offering to
large enterprises. But in an economic downturn these large enterprises may not
have the resources for expansion. Vendors trying to sell contact center
solutions to the large enterprise may hit a brick wall and changing their
sales strategy to focus on new markets is a must
Reasons to Purchase
- Understand how changing work patterns and the economic climate will affect
the industry.
- Identify the key trends in the contact center market in order to plan your
go-to-market strategy.
TABLE OF CONTENTS
- DATAMONITOR VIEW
- ANALYSIS
- Hosted contact centers will reach prime time
- Home-based agents can save costs but also attract a new pool of labor
- Accessibility of Workforce Optimization Technologies (WOTs)
- Distributed agents and environments will be powered by presence in 2008
- Mid-market applications will flourish
- Web-based reporting
- Unified communications (UC)
- Desktop optimization
- Workforce optimization technologies will mushroom as enterprises turn
chaos into predictability
- Speech analytics
- Consolidation by WOTs vendors will lead to cheaper prices
- Real-time eCoaching
- Partnership and channel strategies will be shaken up to initiate change
- APPENDIX
- Definitions
- Agent position (AP)
- Contact center
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
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