Technology is affected by the changing role of contact centers in the broader enterprise. Organization-wide initiatives also affect the way that optimization solutions must work. In this brief we explore the key technology trends which are driving change in the contact center optimization market.
Scope of this title: This brief looks at the role of IP and virtualized customer service in the evolution of contact center optimization tools. New optimization technologies including speech analytics and desktop optimization are highlighted and analyzed. The extension of optimization solutions outside of the contact center and into related back and front office areas is explored.
Highlights of this title: It is not only technology changes within optimization solutions which are helping shape this markets offerings. Much broader trends and concepts are driving the need for change. Understanding the impact these have is absolutely key to success.
Reasons to order your copy: Learn about the technology trends which matter. Our expert analysis highlights a broad range of issues to be considered. Explore cutting-edge functionality which may help customers benefit from higher returns. Understand the bigger picture and how its likely to affect your business.
