SOURCE: Aberdeen Group, a Harte-Hanks Company

September 06, 2007 13:14 ET

Contact Center on Demand

BOSTON, MA--(Marketwire - September 6, 2007) - Seventy-nine percent (79%) of Best-in-Class (BIC) firms see optimizing their service delivery model as a way to reduce up-front technology costs to increase availability, according to Aberdeen, a Harte-Hanks company (NYSE: HHS). Furthermore, by utilizing a hosted model, 65% of BIC companies see benefits from flexible On Demand licensing and an increase in available functionality. Thirty-nine percent (39%) of survey respondents also say they use or plan to use an outside firm to manage their contact center resources, further positioning themselves to cut costs and provide around the clock service to customers.

A large percentage (50%) of BIC organizations indicate that top pressures to continued success are Total Cost of Ownership and increasing availability to customers. To further mitigate TCO, Best-in-Class firms (72%) look to moving support traffic to the channel best equipped to handle customer issues. Although 50% of Laggard companies see this as a pressure, the other half do not and thus may be missing a major opportunity to cut costs. A top challenge BIC organizations face when providing increased availability of contact center resources is providing the right mix of tools such as automatic call distribution, which is implemented by 90% and 43% of BIC and Laggard organizations, respectively.

How do companies know which technologies they should be using? "I can't stress enough the importance of measuring key performance indicators (KPIs)," says Alan Hubbard, SVP Customer Management Technologies Group at Aberdeen. "Our research has shown time and time again that on average Laggard companies don't measure KPIs about 80% to 90% of the time. If a company doesn't measure its performance it is has no idea what technologies are most needed and when they are needed. At the very least, its business operations run inefficiently, clearly not an indicator of a Best-in-Class business." With approximately 90% of all BIC companies measuring KPIs, Best-in-Class companies undoubtedly see value in measuring.

The research educates companies on how to increase the availability of their contact centers. The report also provides the results BIC organizations have seen across several key call center metrics and compares these results to those of the Industry Average and Laggards companies. This report is made available due in part by the following underwriter: Five 9, Neocase Software, and UCN. To obtain a complimentary copy of the report, visit:

About Aberdeen Group, a Harte-Hanks Company

Aberdeen is a leading provider of fact-based research and market intelligence that delivers demonstrable results. Having benchmarked more than 30,000 companies in the past two years, Aberdeen is uniquely positioned to educate users to action: driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis. As the trusted advisor to the global technology markets, corporations turn to Aberdeen™ for insights that drive decisions.

As a Harte-Hanks Company, Aberdeen plays a key role of putting content in context for the global direct and targeted marketing company. Aberdeen's analytical and independent view of the "customer optimization" process of Harte-Hanks (Information - Opportunity - Insight - Engagement - Interaction) extends the client value and accentuates the strategic role Harte-Hanks brings to the market. For additional information, visit Aberdeen or call (617) 723-7890, or to learn more about Harte-Hanks, call (800) 456-9748 or go to

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