Information Technology

Information technology (IT) is something of a misnomer. It has always been about data. We have become experts at generating, collecting, managing, transmitting, and storing data. With the advent of Big Data and its hardware equivalent, the Internet of Things (IoT), this ability to reduce the world to data streams has reached its ultimate expression...

Latin American contact center systems market revenue is expected to increase from $222.2 million in 2016 to $271.1 million by 2022, at a compound annual growth rate of 3.4%. The base year is 2016 and the forecast period is from 2017 to 2022. This study is for contact centers that are premise-based. Premise systems are those that the customers purc...

This market analysis research provides market sizing and forecasts for premises-based contact centre systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...

This market analysis provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents revenues derived from clients based in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated and technology-based solutions. This mar...

Unified communications (UC) technologies adoption in India is set to change with adjustments in India's telecom policy. The segments of the market researched and covered in this market insight are hosted services for audio, video, Web conferencing, call center, email, and voice. The market verticals covered include government; Internet technology (...

Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attra...

Todays customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Omni-channel strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The di...

Social media contains information and insights that help companies identify issues, threats, trends, sales opportunities, and influential buyers. It provides knowledge about customers, partners, competitors, and employees, and it helps deepen customer and staff relationships. Social media analytics has emerged as a powerful tool to measure social-s...

Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the convers...