With the growth in IP, enterprises will be able to leverage business process routing and unified communications to manage customer interactions across the contact center and back office environments. The combination of workflows and intelligent routing in an IP environment potentially can enable contact centers to improve productivity, profitability and cost reduction.
Scope
- Covers emerging routing concepts in contact center operations
- Provides an overview of strategies from leading vendors in the emerging routing 2.0 space
- Illustrates case studies from innovative companies utilizing routing 2.0 to improve customer satisfaction
Highlights of this title
The buzz around routing 2.0 concepts is occurring in the context of numerous market forces, including macro-economic conditions and the need for vendors to increase their addressable market at a time when adoption of new technology has slowed significantly, that can rightfully be seen as drivers.
Although a few enterprises are looking at the confluence of the recessionary environment and greater access to transformative technologies as an opportunity for something akin to a paradigm shift, most are looking for more incremental changes. Routing 2.0 technologies arguably hold the promise for both incremental and explosive changes.
Key reasons to purchase this title
- Understand the flood of new industry terms including: CEBP and unified communications in the contact center
- Become familiar with the ways that vendors are approaching the problems of adding communications and collaboration to existing business processes
- Learn how business consulting services becomes a greater necessity to deploy routing 2.0 successfully
