Information Technology

The Context of Europe’s Economy The European economy is a stark drama that continues to unfold in real-time, as Germany and Greece in particular try to come to terms with how to best move forward on the European project. In fact, negotiations between Greece and the European Union may turn out to be a turning-point for the Continent. Consider t...

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

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...

Cloud computing is being seen as the latest business avenue for the expansion by both the IT and telecom providers. Through their varied offerings the companies are targeting the various sectors from banking to healthcare to offer services tailored to industry requirements. This study analyses a few companies that have cloud computing services to u...

In the backdrop of an accelerating economy the German ICT industry contributed a significant 6.2 percent to GDP in 2006. The industry has huge potential for domestic and foreign investment. In the IT industry, the software segment is the most promising segment. The services segment also offers exciting opportunities. In the telecommunicaton industr...

This research service examines the threat scenario posed by the Next-Generation technologies, applications and services and asks: Is there a future for the audio conferencing service provider, and what will that be? We analyse the strategy alternatives of the CSPs, in face of this threat to the major revenue stream of reservationless audio confere...

SIP is the most widely accepted standard for VoIP. It facilitates convergent multimedia/multi-modal communications. It allows the integration of people, information, location and technology: thus paving the way for unified communication with ubiquitous access.