OUR VIEW 1 CATALYST 1 SUMMARY 1 METHODOLOGY 1 ANALYSIS 2 The changing face of the communications sector 2 Challenges facing telcos 3 Increased dependency on the cell phone 4 Challenges facing mobile operators 4 Cable and Satellite companies are becoming more mature 5 VoIP providers are pushing the communications industry boundaries 6 Solutions that attract the communications market 6 Virtual contact centre 7 Agent desktop optimization 8 Voice based self service 8 Video-calling 8 Business intelligence (BI) and CRM combinations 9 SMS text alerts 9 Instant messaging / presence 9 APPENDIX 11 Further reading 11 Ask the analyst List of Figures Figure 1: Changes needed to counterbalance the decline in fixed line voice services 2 Figure 2: Communications sector is attracted to a particular contact center solutions 7
