March 11, 2008 10:01 ET

Focus on the Contact Center Markets and Technologies

LONDON, UNITED KINGDOM--(Marketwire - March 11, 2008) - announces that a new market research report related to the Call and Contact Centers industry is available in its catalogue.

2008 Trends to Watch: Contact Center Markets and Technologies

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

Hosted contact centers 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.

Contact centers, 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 center 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 center solutions to the large enterprise may hit a brick wall and changing their sales strategy to focus on new markets is a must.

Understand how changing work patterns and the economic climate will affect the industry. Identify the key trends in the contact center market in order to plan your go-to-market strategy.





Voice-XML will displace proprietary IVR solutions in the enterprise and service provider

markets 2

Outbound IVR will become a key enabler of proactive communications 2

Increasing the value proposition of outbound IVR offerings through verticalization 2

Voice verification will make the transition from cool technology to business solution 3

Aligning vertical market needs with voice biometric capabilities 3

Disruption will occur in the traditional directory assistance space 4



Definitions 7

Contact centers 7

Dual tone multi-frequency (DTMF) 7

Interactive voice response (IVR) 7

Open standards 7

Voice-XML 8

Methodology 8

Further reading 8

Ask the analyst 8

Datamonitor consulting 8

Disclaimer 8

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2008 Trends to Watch: Contact Center Markets and Technologies

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