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Multi-channel Contact Center End-User Survey
Frost & Sullivan, Sep 2006, Pages: 20
This Frost & Sullivan research titled Multi-channel Contact Center End-user Survey gauges current and future adoption of contact center products and services in the U.S. market. Frost & Sullivan presents several findings that will help vendors, service providers, and end users make well-informed strategic decisions. Areas of focus include multi-channel contact center, agent performance optimization, hosted contact center, and customer care outsourcing.
Technologies
The following technologies are covered in this research:
- Blended environment: Agents in a blended environment will be skilled in handling both inbound and outbound calls.
- Multi-skilled agents: Multi-skilled agents have more than one skill and can handle multiple call types such as service, sales, other languages, and several programs.
- Performance management: Performance management products enable the creation of a unified view of metrics and measures based on data gathered from data sources such as automatic call distribution (ACD), IVR, quality monitoring, workforce management, HR systems, and customer relationship management (CRM) systems.
- Quality monitoring: Quality-monitoring software allows call centers to record, retrieve, and analyze agent-customer interactions (voice and screens) to monitor and enhance quality of customer care.
- Speech analytics: Speech analytics products help obtain intelligence contained within agent-customer phone conversations to enhance performance.
- Workforce-management software: Workforce-management software allows contact centers to predict the number of calls coming into the contact center and match them with the right number of agents with the right skill sets.
- Hosted contact center: Hosted contact center service providers host the contact center infrastructure and lease out functionalities, applications, and features. The end user typically pays a usage-based fee for the service.
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