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Analysis of the Evolution of ACDs into Customer Contact Routing Solutions


Description:

The explosive growth of e-business, coupled with higher customer service expectations, is fueling demand for web-enabled call centers and customer relationship management (CRM) solutions. The Auto Call Distributor systems market, currently in a stage of transformation, no longer want to be known as strictly ACD vendors. Market success for ACD vendors is determined by the ability to provide systems capable of routing and queuing queries from multiple contract channels--e-mail, web chat, VolP, fax, and traditional voice. This Frost & Sullivan report examines this market in detail.



Contents: - An Analysis of the Evolution of ACDs into Routing Solutions - Tighter Integration with CRM Capabilities Broaden Definition

- Summary of Major findings

- Market Trends

- Research Scope and Methodology

- Market Engineering Research Measurement System

- Challenges Facing the ACD Industry

- Market Drivers

- Market Restraints
- Unit and Revenue Forecasts (1996-2006)

- Other Market and Technology Trends

- Competitive Market Share Analysis

- Product Analysis

- Market Engineering Awards for the ACD Systems Market

- Market Engineering Strategic Recommendations




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