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U.S. Web-Enabled Call Center Markets
Frost & Sullivan, March 2000
Dramatic developments in electronic commerce and the implementation of customer relationship management initiatives are forcing the traditional call centers to evolve into next-generation multi-media contact centers. The seamless integration of an enterprise s web site and call center enables a web-browsing consumer to interact in real time with a customer service rep-resentative via a number of different communication devices, including e-mail, interactive web-response, call return or the use of toll-free numbers. This report from Frost & Sullivan studies the market trends and challenges for U.S. web-enabled call centers, and gives the most up-to-date research available. It is an indispensible road-map to this emerging market and can help your company navigate the future successfully.
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