July 29, 2010

2010 Contact Center

  • A Special Report by the Webtorials Analyst Division
The key findings of this report include:
  • Contact Center professionals expect the next two years to bring strong growth in non-voice interaction vectors
    • Email, web self-service, and web chat expected to lead the way
    • Strong uncertainty about the exact contours of future methods of communication in Contact Centers
  • Perceptions of current Contact Center service quality vary dramatically between operators and users of Contact Centers
    • Contact Center operators think they deliver superior care, and also think that their end customers are mostly happy with their care.  Users of Contact Centers disagree.
  • The perceived capability to provide customer satisfaction and experience management in real-time dramatically lags their perceived importance.
This independent report was commissioned by Avaya and was made possible due to Avaya's support of the project.

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As the "contact center" continues to evolve from being a "call center" only, we are seeing the contact center as being one of the primary factors in customer acquisition and retention.

Fueled by IP-based communications, SIP, and unified communications technologies, the contact center must, of necessity, evolve to incorporate social media and other advanced communications techniques. Additionally, the contact center must evolve to be seen by the customer as an integrated whole rather than a series of "smokestacks" of various communications media.

I find it especially fascinating that while voice communications remains a key component, the "voice" agents will, within a short time, be responsible for multimedia contacts as well.

Avaya has just announced their next generation contact center.  For more information, please click here.

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