Information Technology

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in North American contact centers. Overall, quality monitoring, performance management, and workforce management systems are the most widely used APO applications. Furthermore, large contact centers ...

The bring your own device (BYOD) phenomenon is expected to positively influence the adoption of unified communications over the next few years. The market segments covered in this study are hosted services for audio conferencing, managed video conferencing, software video conferencing, Web conferencing, call center, email, and voice. Verticals cove...

Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive...

The Brazilian BPO and contact center outsourcing services market witnessed a revenue increase of 4.7% in 2013, when measured in reais (R$). However, when measured in U.S. dollars, it itranslates into a downturn of 5.1% (given the current exchange instability). The market remains highly concentrated around the top 5 participants.  However, small co...

Users have recognized the value of social media as a vital, reliable, and trustworthy business continuity and disaster recovery (BC/DR) channel. Social media is thus becoming a must have in a smart organizations emergency communications toolbox. Case in point: Belmar, New Jersey, a small, popular seaside community on the Atlantic Ocean, located...