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Global Contact Center Technology Market 2008-2012
Infiniti Research Limited, March 2010, Pages: 20
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.
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