2007 Trends to Watch: Contact Center Outsourcing and Services

Introduction

Contact center outsourcing continues to evolve rapidly, and this business trends brief identifies the major trends that vendors and investors in this space need to know. It also provides an overview of all contact center outsourcing content Datamonitor intends to cover in 2007.

Scope

• An overview of challenges facing the contact center outsourcing sector
• How Datamonitor will address these challenges in its research streams
• Datamonitor's take on the future of contact center outsourcing
• Broad strategies to help outsourcing vendors and investors to profit over the long term from these services

Highlights

Datamonitor feels that contact center outsourcing will face tremendous challenges with the emergence of late-adopting vertical markets

The evolution of horizontal functions will also challenge contact center outsourcers, as more investors move toward one-stop-shops for multiple services

Technology shifts will also be an area of concern for outsourcers, as end-users rapidly adopt new and sophisticated contact channels

Reasons to Purchase

• Learn about the important strategic challenges facing contact center outsourcers in the coming 12 months
• Identify the right approaches to take when addressing vertical, horizontal and technology-based issues from the standpoint of outsourcing
• Understand Datamonitor's research steam can help outsourcers manage in the ever-changing business environment