Contact Center Optimization Technologies (Technology Focus)

Publication Date	March 2007
Publisher	Datamonitor
Product Type	Brief
Pages	16
ISBN Number	not applicable
Product Code	DAT04804

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Summary

Introduction

Technology is affected by the changing role of contact centers in the broader enterprise. Organization-wide initiatives also affect the way that optimization solutions must work. In this brief Datamonitor explores the key technology trends which are driving change in the contact center optimization market.

Scope

This brief looks at the role of IP and virtualized customer service in the evolution of contact center optimization tools.
New optimization technologies including speech analytics and desktop optimization are highlighted and analyzed.
The extension of optimization solutions outside of the contact center and into related back and front office areas is explored.

Highlights

It is not only technology changes within optimization solutions which are helping shape this market's offerings. Much broader trends and concepts are driving the need for change. Understanding the impact these have is absolutely key to success.

Reasons to Purchase

Learn about the technology trends which matter. Datamonitor's expert analysis highlights a broad range of issues to be considered.
Explore cutting-edge functionality which may help customers benefit from higher returns.
Understand the bigger picture and how it's likely to affect your business.

Content

- Contact center optimization to improve customer satisfaction is a top priority
- IP telephony and the customer centric enterprise are changing the contact center landscape, providing opportunities and challenges for vendors and customers
- Broadening the CC landscape requires more holistic optimization tools
- An evolving WFO Market sees workforce management vendors extending solutions into the enterprise
- Hosted WFM offers a low-cost alternative to premise-based solutions
- Short term flexibility is a key requirement
- Speech analytics and 100% recording drive growth through additional functionality
- 100% recording - technology that records every customer-agent interaction.
- Speech Analytics - a technology which allows recorded audio to be mined for content, which can include speech to text, word spot and emotion detection functionality
- Regulatory compliance increases the need to record, monitor and analyze customer interactions
- eCoaching modules as part of a broader QM solution increase agent performance
- Contact center analytics envelops analytics at both an agent and contact center level
- Unified agent desktop applications reduce complexity and facilitate more effective agent/customer interactions.
- ACTIONS
- Developing customer centric optimization technologies
Appendix
- Further reading
- Ask the analyst
List Of Figures
- Figure 1: Planned use of technology to enhance business growth
- Figure 2: Top 3 technology investment priorities over the next 12 months
- Figure 3: Top 3 technology investment priorities over the next 3 years