Information Technology

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 online video platforms (OVP) market is relatively young and evolving. OVPs are increasingly being used as a digital marketing and training tool for enterprises, and as a monetization avenue in the media and entertainment industry. This study discusses key drivers, restraints, and risks in the global OVP market, as well as regional and segment r...

Utilities are becoming increasingly aware of the importance of efficient data management in smart metering projects. To manage and use the growing volume and variety of data, they must be capable of high-volume data management and data-pattern analytics. Although many utilities still fail to consider smart metering as a software project, meter data...

This research service highlights the ICT opportunities resulting from advanced metering infrastructure (AMI) rollouts, identifying immediate, medium-, and long-term opportunities specific to the main industry participants: communications equipment vendors, communications service providers, IT hardware vendors, IT service providers, and IT software ...

Despite increasing competition from devices such as smartphones and tablets, and online gaming services discouraging consumers from spending on expensive gaming consoles, the video game systems market continues to grow. In 2013, the market declined primarily due to consumers putting off their purchases on account of new generation consoles launches...

Mobile identity uses mobile devices, like a mobile phone’s SIM card incorporated with WPKI(wireless PKI) as a form of secured digital identification in accessing rooms, buildings and networks operating within the framework of NFC technology, say. Usual e-IDs like an e-passport have issues of data breaches but this can be circumvented via mobile I...

The research service sets the stage for visionary thinking by identifying and analyzing one of the significant Mega Trends—Connected Living—where ICT-enabled services are being offered to consumers in every aspect of their lives including homes, work and city environments. This presentation would highlight examples of projects, companies and te...