Research and Markets (http://www.researchandmarkets.com/reports/c86532) has announced the addition of “2008 Trends to Watch: Contact Centre Markets and Technologies” to their offering.

Economic indications show that 2008 is going to be a tough year for many on the financial front. The contact centre projects that are likely to be hit hard are large infrastructure and architecture refresh initiatives. However, contact centre technology remains the best lever for getting more value from your employees and by making better use of customer data.

Scope

- Hosted contact centres will reach prime time

- Mid-market applications will flourish

- Workforce Optimization will mushroom as enterprises turn chaos into predictability

- Partnership and channel strategies will be shaken up to initiate change

Highlights of this title

Contact centres, despite being the front-end of many organizations, will face the pinch as enterprises will need to reduce costs fast, yet maintain high standards. How an organization manages and maintains its customer relationships will be of even more importance if an organization is to remain solvent and competitive.

Many contact centre vendors have started to expand their product offering to large enterprises. But in an economic downturn these large enterprises may not have the resources for expansion. Vendors trying to sell contact centre solutions to the large enterprise may hit a brick wall and changing their sales strategy to focus on new markets is a must

Key reasons to purchase this title

- Understand how changing work patterns and the economic climate will affect the industry.

- Identify the key trends in the contact centre market in order to plan your go-to-market strategy.

Contents:

OUR VIEW

CATALYST

SUMMARY

ANALYSIS

Hosted contact centres will reach prime time

Home-based agents can save costs but also attract a new pool of labour

Accessibility of Workforce Optimization Technologies (WOTs)

Distributed agents and environments will be powered by presence in 2008

Mid-market applications will flourish

Web-based reporting

Unified communications (UC)

Desktop optimization

Workforce optimization technologies will mushroom as enterprises turn chaos into predictability

Speech analytics

Consolidation by WOTs vendors will lead to cheaper prices

Real-time eCoaching

Partnership and channel strategies will be shaken up to initiate change

APPENDIX

Definitions

Agent position (AP)

Contact centre

Methodology

Further reading

Ask the analyst

Our consulting

Disclaimer

For more information visit http://www.researchandmarkets.com/reports/c86532

Source: Datamonitor