Frost & Sullivan, Sep 2010, Pages: 62
This study is an assessment of the contactcenter industry across 6 regions in APAC: Australia & New Zealand, ASEAN, Greater China, India, South Korea and Japan. It contains market sizing
Frost & Sullivan, Oct 2010, Pages: 178
/workforce management (CM/WFM) systems, outbound, speech technologies, and multimedia.
This analysis is available through our ContactCenters Growth Partnership Services program. With continuous access
Frost & Sullivan, Oct 2011, Pages: 58
of major technology enhancements/upgrades turned to hosted contactcenter solutions.
Start Small and Grow
The trend of enterprises starting with one hosted application and then adding other hosted services
Business Insights, Aug 2007, Pages: 144
is this report about?
Who is this report for?
Definitions
Agent positions
Contactcenter
Inbound hardware
Inbound software
Outbound
Workforce OptimizationTechnologies (WOTs)
Agent analytics (AA)
e
Frost & Sullivan, Sep 2006, Pages: 22
of deployed applications," notes the analyst. "While implementing these technologies, contactcenters must focus not only on cost reduction but also on improving the quality of the customer interaction
Frost & Sullivan, Sep 2006, Pages: 20
presents several findings that will help vendors, service providers, and end users make well-informed strategic decisions. Areas of focus include multi-channel contactcenter, agent performance optimization
Global Industry Analysts, Inc., Aug 2011, Pages: 482
suites which are now delivering advanced solutions for optimizing agent performance and customer experience in contactcenters. The mature nature of the market requires vendors to reinvent themselves
Datamonitor, June 2009, Pages: 42
, Teleopti, Verint, and VPI.
Highlights of this title
Datamonitor defines contactcenter analytics as a range of optimizationtechnologies that includes agent and operations-focused analytics
Datamonitor, April 2008, Pages: 39
message. Vendors need to shift their marketing campaigns to address business processes.
Scope
Market Opportunity: Hosted contactcenters play a strategic role in an organization Technology Evolution: Many
Datamonitor, Feb 2009, Pages: 43
geographies. This has caused them to begin to change product and go-to-market strategies, focusing less on the benefits of IP and more on topics such as UC for the contactcenter.
Vendors have begun to offer
Datamonitor, Feb 2008, Pages: 9
refresh initiatives. However, contactcentertechnology remains the best lever for getting more value from your employees and by making better use of customer data.
Scope
- Hosted contactcenters
Ovum, May 2010, Pages: 18
, and business objective-focused packages to address the needs of contactcenters in a difficult economy.
On the technology side, the accuracy of speech recognition has improved. Uptake of speech analytics among
Ovum, Nov 2010, Pages: 22
Workforce optimizationtechnologies (WOTs) are being applied throughout the enterprise in order to drive efficiency and improve customer service. Contactcenters have used workforce management (WFM
Datamonitor, Nov 2008, Pages: 28
include: Aspect, Envision, eTalk, NICE, Verint and VPI
Highlights of this title
On the whole, the contactcentertechnology industry is moving towards more business process oriented solutions as opposed
Datamonitor, March 2009, Pages: 50
contactcenters.
A key focus for many enterprises in both emerging and mature markets is compliance with regulations around sharing of customer data. These regulations are driving adoption of logging
Business Insights, Jan 2005, Pages: 148
The contactcenter market has seen little consolidation over the last three years, in comparison to most other technology markets, the market has continued to grow and few vendors have suffered
Global Industry Analysts, Inc., Oct 2011, Pages: 518
. The resurgence in market was primarily led by companies re-focusing on customer retention, new customer acquisition, and customer satisfaction ratings. Contactcenters especially have a compelling need
