Latest Intelligence on Contact Center

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Type Product title / description Pub Price
Expert View
Expert View

2007 will be one of the most challenging years in contact center outsourcing's history

Coming hot on the heels of UK bank Lloyds TSB's announcement that it is to move its contact center operations from Mumbai to the UK, a new report has revealed that contact center outsourcing providers are set to face tremendous challenges with the emergence of late-adopting vertical markets. Indeed, vendors are struggling to adapt industry-specific solutions to both new and established clients.

Published By Datamonitor
08 Mar 2007
Expert View
Expert View

Speech self-service slowly leaving indelible impact on voice of customer service

Speech recognition technology is becoming increasingly prominent as a cost-cutting and value-enhancing solution for customer care and service enablement. As firms look to improve customer interaction in a cost effective manner, the technology will serve as an adjunct to offshore customer service operations.

Published By Datamonitor
13 Mar 2007
CommentWire
CommentWire

Malta emerges as new nearshore contact center outsourcing destination

The emergence of new outsourcing markets continues within Europe's nearshore, and Malta is positioning itself as a location that is able to provide multilingual services across verticals. Indeed, Malta's established contact center sector, language capabilities and its open business environment and incentives, bode well for the country's chances in this industry.

Published By Datamonitor
16 May 2007
Expert View
Expert View

Center and agent optimization are top priorities for contact centers

Pressure to improve the efficiency and effectiveness of contact center operations is driving growth in optimization technologies. Indeed, a survey of contact center professionals has revealed that contact center and contact center agent optimization are viewed as key investment priorities over the next three years, which should bode well for professional services providers.

Published By Datamonitor
17 May 2007
Expert View
Expert View

Outbound sales & marketing changing in response to consumer backlash

Although outsourcers will continue to provide a solid mix of offerings related to horizontal functionality, the manner in which traditional services are delivered is shifting. The handling of outbound sales & marketing in particular is changing, in response to consumer backlash. In addition, outsourcing vendors have their fingers on the pulse, and have new services such as 'warm calling' cued.

Published By Datamonitor
06 Jul 2007
Expert View
Expert View

Genesys: cements course with acquisitions of SDE and Conseros

Software developer Genesys has acquired SDE and Conseros, allowing the company to offer customer service solutions that better integrate the contact center into the greater enterprise. While Genesys has definitively staked out its future course with this new investment, it remains to be seen whether its customers will be as receptive to its newly integrated products.

Published By Datamonitor
06 Feb 2009
Expert View
Expert View

Will border violence hurt offshore outsourcing into Mexico?

Drug-related violence in communities on the US/Mexican border has received significant media attention in recent weeks, and could potentially cause concern among outsourcers and their clients with contact center deployments in Mexico. However, Datamonitor believes that serious investors need to look at the long-term value that can be derived from this established national market.

Published By Datamonitor
04 Mar 2009

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