The lions share of contact center spending has mostly come from the financial services industry. Yet, global financial sector spend will increase at a rate of 3.5% from 04 to 09 and this spending pattern will be concentrated in North America and EMEA. This brief looks at how vendors can capitalize on this in a mature market.
Scope of this title: -The financial services sector has long led the contact center industry, yet it is generating spending growth at a marginal rate. -The chief reason for the small yet vital growth is an emphasis on improving productivity and profitability. -Marrying technology offers with the financial sectors concerns about productivity and profitability can help vendors exploit this market.
Highlights of this title: Vendors are inclined to demonstrate that the financial services sector should invest in contact centers and specific technologies because they offer good ROI and cost reduction techniques. This is not a story the banks necessarily want to hear.
With customers using any combination of the channels available to them, it is essential that financial institutions form a consistent multi-channel strategy. Offering a range of channels is a step in the right direction, yet increasingly they remain siloed and as such are not fully coordinated with the contact center.
Reasons to order your copy: -Understand how implementing the right technologies will drive productivity and deliver profitability. -Identify the key attributes vendors need to highlight to attract financial institutions attention.
