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Introduction

Business trends in the contact center marketplace are highlighting the need for companies to make incremental improvements in their technology, spending more of their time and resources building better processes for service delivery.

Highlights

  • Circumstances are forcing many businesses to address unusually rapid changes in customer behavior, organizational priorities, and technical capabilities.
  • Recent years have seen centers absorb a series of innovative and disruptive technologies, including the TDM-to-IP conversion, cloud platforms, and new communication channels.

Features and Benefits

  • Identifies the technology market segments most likely to find buyers in the next few years.
  • Outlines the complex transformations affecting enterprises' business processes.

Key questions answered

  • What factors are contributing the the increase in the complexity of the contact center operating environment?
  • Where should vendors invest their R&D resources in coming years?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Business trends and technology enablers

  • Managing people and solving problems
  • Changes and developments

Businesses will need better tools for agent management

  • The automation of agent onboarding
  • Broader agent skills are required
  • The evolution of performance management
  • An improving economy puts pressure on labor costs

Centers will rearchitect business processes

  • The battle for the agent desktop
  • Coping with changing customer demands

Centers will adapt gradually to ongoing shifts in technology

  • Categories of change
  • Changes that are largely driven by advancements
  • Changes that are driven by demand

Appendix

  • Methodology
  • Further reading
  • Author

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