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Contact Center Solutions The Current Analysis Contact Center Solutions module focuses on companies that deliver systems, software, and services to support customer interaction, both in North America and Europe. These vendors and service providers offer customer-facing solutions with which contact centers manage both inbound and outbound interactions in the form of traditional telephone calls, e-mail, voice mail, fax, text messaging, and interactive chat. ► Full coverage description
ANALYSTS
WHAT WE COVER
COMPLIMENTARY COMPETITIVE INTELLIGENCE
Follow the links below to read free newsletters, highlights, analyst news flashes, telebriefing replays, and samples of recent Current Analysis Competitive Intelligence from the Contact Center Solutions module. VoiceCon Orlando 2009: Avaya Expands Role of Contact Centers and Integrates with New Session Manager - 3/30/2009 Nortel Bankruptcy Filing Casts Doubt on Future Path – The Enterprise Networks Perspective - 1/14/2009 Aspect Software’s Unified IP 6.6 Begins the Journey to Unified Communications for the Contact Center - 10/22/2008 Siemens Enterprise Joint Venture Promises Powerful Fresh Start - 7/28/2008 Convergys’ Acquisition of Intervoice Brings a New and Unique Wrinkle to the Contact Center Market - 7/16/2008 Siemens Enterprise Communications Adds Unified Communications to Contact Center - 4/21/2008 Unified Communication in the Contact Center: New Technology and a New Culture - 4/3/2008 VoiceCon Spring 2008: Microsoft Allies with Aspect, Opening Opportunities for Both - 3/18/2008 VoiceCon Spring 2008: Verint Systems Adds Encrypted Contact Recording to Witness Actionable Solutions - 3/19/2008 Aastra Fortifies European Power with Ericsson Enterprise Acquisition - 2/20/2008 COVERAGE DESCRIPTION
The Current Analysis Contact Center Solutions module focuses on companies that deliver systems, software, and services to support customer interaction, both in North America and Europe. These vendors and service providers offer customer-facing solutions with which contact centers manage both inbound and outbound interactions in the form of traditional telephone calls, e-mail, voice mail, fax, text messaging, and interactive chat. Traditional systems are built on automated call distribution (ACD) functions linked with PBX systems over either a TDM or converged IP environment. Coverage areas include: • Large Contact Center Solutions - Large contact centers comprise the biggest segment of this market and are traditionally defined as supporting more than 150 (North America) or 75 (EMEA) concurrent agents. Large contact center solution developers provide distributive and sophisticated solutions. They also provide integration into enterprise wide business processes through Services Oriented Architecture (SOA) and Communications-Enabled Business Process (CEBP) structures, as well as utilize newer technologies such as unified communications. • Mid-size Contact Center Solutions – Mid-sized contact centers support between approximately 50 and 150 (North America) or between 25 and 75 (EMEA) concurrent agents. Although mid-sized contact centers are generally less complicated than solutions targeted at larger environments, many mid-sized solutions provide a very comprehensive set of functionality that favorably compares that found in large contact centers solutions. • Hosted Contact Center Solutions – Contact centers provide customer facing access points from which companies manage inbound and outbound interactions. Hosted contact centers offer the same basic functionality as on-premise solutions, that is, ACD, IVR, multimedia agent desktops, and CTI. But hosted contact centers are delivered as services, meaning that enterprises or SMBs do not own the equipment and that the contact center equipment/infrastructure is not deployed as CPE, rather it is located in the service provider network with operational control still maintained by the enterprise or SMB. |
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