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SUMMARY
Contact Center Telecom Vendors Need to Provide Complete Solutions to Stay
Competitive
It is critical in the current contact center market to fully understand the
customer base but also the challenges it is facing, the top vendors and the
partners it works with, its investment priorities for the next six months, and
the ways in which outsourcing is currently impacting its current operations.
Vendors will have to package a total solution and address immediate changes,
and thereby be a one-stop shop for customers.
Understanding technology priorities, top challenges, and preference toward
outsourcing and hosted solutions gives vendors a good end-user perspective on
market trends and future industry investment.
Vendors Gain a Complete Overview of the Market Dynamics
The study gives end-user perspectives on industry growth trends, technology
investment priorities, key challenges, and the advantages of outsourcing and
hosted solutions. The results are compiled after interviewing over 30 contact
centers in the Philippines from different industries.
TABLE OF CONTENTS
- 1. Contact Center End-User Study Philippines
- 1. Research Overview
- 2. Summary of Findings
- 3. Industry Trends
- 1. Industry Growth
- 2. Growth Projections
- 3. Costs
- 4. Technology Trends
- 1. Technology Choice
- 2. Technology Vendor Leadership
- 3. Technology Preference
- 4. Technology Purchasing Trends
- 5. Technology Adoption Trends
- 5. Operational Trends
- 1. Challenges and Priorities
- 2. Application Service Providers
- 3. Outsourcing
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