Contact Centers

All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different custome...

Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash). Innovation needs to be institutionalised in...

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer ...

Social customer collaboration sites create and foster external and/or internal user communities that enable the resolution of customers issues, from finding information to resolving problems, and help build customer loyalty. In the process, they enable companies to rapidly identify and capitalize on business opportunities and market trends.

This study breaks down the contact center applications market across 13 countries in Asia-Pacific based on 8 application segments including ACD, CTI, IVR, outbound, call monitoring, WFM, speech, and multimedia applications. It presents market sizing and market share by application and by country. Trends are also identified based on technology adopt...

The contact center outsourcing services market in 2012 witnessed a transition in which companies, aiming to seek higher rates of profitability, began embracing new business models detached from price-sensitive offers based on voice and workstations. Participants are repositioning their brands to offer broader solutions, integrating contact center a...

The defining characteristic of social media is that the conversations that take place on this channel are public. It is this value that gives the social channel its power, but it is one that poses risks to organizations, their employees, and their customers. Social media practices, laws, and regulations that touch on the public nature of this chann...

When it comes to the contact center industry, recent events such as Hurricane Sandy and the Boston Marathon bombing have brought the topic of business continuity and disaster recovery back into the spotlight. Meanwhile, a host of factors such as a general reluctance on the part of corporations to adequately invest in disaster response, more demand...

This market insight discusses the various subsectors of contact center analytics: performance analytics, speech analytics, enterprise analytics, and customer interaction analytics. It explores some of the main use cases of contact center analytics and the business benefits that can be derived from them. Adoption trends and vendor approaches across ...