- Language: English
- Published: January 2013
- Region: Global
Global Contact Center Technology Market 2008-2012
- ID: 1238159
- March 2010
- Region: Global
- 20 pages
Contact Center Technology solutions help companies maintain communications with its customers. It includes predictive dialers, interactive voice response, automatic call distributors, computer telephone integration and work force optimization solutions.
With the advent of the Internet, customers are relying on various channels VOIP (voice over Internet protocol), e-mail, Web etc, to interact with organizations. Thus, traditional call centers have evolved into contact center to support multi-channel communications.
Contact Center technology is evolving to integrate telephony with customer relationship management (CRM) and enterprise resource planning (ERP). This new function of Contact Center Technology automates customer application processes and records delays in the process. Further, it alerts agent about the delay before the customer complains.
Contact centers handle numerous customer interactions and have become the primary source of company analytics. Also, customer preferences and market trends can be found out by analyzing data from contact centers. This has led to increased investments in Contact Center technology features such as predictive analytics, speech analytics, Web analytics and customer value analytics that provide analytical solutions; thus aiding the growth of the Contact Center technology.
This report highlights the scope of the Contact Center Technology market, along with trends, drivers, growth inhibitors and a few major vendors in the market.
2. Market Size and Forecast
3. Geographic Segmentation
3.1.Market Size in Americas
3.2.Market Size in APAC
3.3.Market Size in EMEA
4. Segmentation Based on Technology Components
5. Market Trends in Contact Center Technology Market
6. Market Drivers in Contact Center Technology Market
7. Market Challenges in Contact Center Technology Market
9. Related Reports in this Series
List of Exhibits
Exhibit 2.1: Global Contact Center Technology Market Size and Forecast 2008-2012 (In $million)
Exhibit 3.1: Global Contact Center Technology Solution Market by Geography - 2008
Exhibit 3.2: Americas Contact Center Technology Market 2008-2012 (in $ millions)
Exhibit 3.3: APAC Contact Center Technology Market Size 2008-2012 (in $ millions)
Exhibit 3.4: EMEA Contact Center Technology Market Size 2008-2012 (In $ millions)
Exhibit 3.5: APAC Contact Center Technology Market Size 2008-2012 (in $ millions)