Extending Customer Contact Across The Enterprise (Market Focus)

Publication Date	May 2007
Publisher	Datamonitor
Product Type	Brief
Pages	12
ISBN Number	not applicable
Product Code	DAT05181

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Summary

Introduction

Building the customer centric enterprise is a key focus for many companies around the globe and involves large-scale reorganizations of people, process and technology. This brief explores the changing role of contact centers, the market for virtualization technologies, and how a virtual contact center landscape helps organizations rise to the challenge of delivering superior service.

Scope

This brief highlights the key features of virtualization and it's role within the broader enterprise on a global basis
Datamonitor explains the key benefits and challenges associated with virtualizing customer service.
Agent position data for remote worker types is presented with growth figures through 2010.

Highlights

Offering superior customer service is at the core of building the customer centric enterprise. Virtualization of the customer contact organization is the foundation from which this can be achieved. This brief offers Datamonitor's take on the benefits, challenges and size of this market.

Reasons to Purchase

Understand the role that virtualization of contact centers plays in the broader enterprise customer contact strategy.
Explore the key benefits and challenges which are associated with virtualization projects.
Discover where growth in this technology market is being driven with agent position data for remote worker types through 2010.

Content

Catalyst
Summary
Methodology
Analysis
- Contact center virtualization is a key feature of the customer centric enterprise
- A virtualized contact center landscape relies on a central platform and multi-directional communication
- Better customer service is not the only reason to virtualize
- Creating a customer centric business isn't just for the biggest companies
- Centralized IT initiatives are a fundamental part of the contact center virtualization trend
- New CC products assist with both IT centralization and CC virtualization
- People and process are the biggest inhibitors to virtualizing contact centers
- Vendors of virtualization technologies must work in partnership with global systems integrators to tackle the people and process issues
- Early growth in adoption of virtualization is likely amongst the largest, global firms
- Growth is fastest in branch and back office/knowledge workers
- Growth in virtual agent positions is primarily driven by North America and Europe
- Vertical analysis is irrelevant to virtualization
Actions
- Educating the market and delivering flexible solutions is the key focus
Appendix
- Further reading
- Ask the analyst
List Of Tables
- Table 1: Remote workers as a percentage of total APs globally, 2005-2010
- Table 2: Remote workers components, 2005-2010
- Table 3: Regional share of remote workers, 2005-2010
List Of Figures
- Figure 1: Customer service silos
- Figure 2: Using intelligent customer processes to manage customer contacts
- Figure 3: Remote workers as a percentage of total APs globally, 2005-2010
- Figure 4: Remote workers components, 2005-2010