North American Contact Center Markets - End-user study
North American Contact Center Markets - End-user study
RELEASE DATE
29-Nov-2004
29-Nov-2004
REGION
North America
North America
Research Code: 6977-01-00-00-00
SKU: IT01159-AP-MR_10914
$6,950.00
Special Price $5,212.50 save 25 %
In stock
SKU
IT01159-AP-MR_10914
Description
The study examines trends within the North American Contact Center market. The study was compiled with 127 end-users and asked questions around IP, TDM, Call Monitoring, Call Blending among others.
Table of Contents
Executive summary
- Executive summary
- Executive summary (cont'd)
Introduction
- Objectives
- Methodology
- Sample - inhouse & outsourced contact centers
- Sample - seat size
- Sample - primary function of contact center
- Sample - inbound versus outbound contact centers
- Scope & limitations
- Conceptual flow
Results for IP trends
- IP-based seats
- IP seats increase rapidly
- Constraints for IP-based contact center systems
- Constraints for IP-based contact center systems (cont'd)
- Drivers for IP-based contact center systems
- Influencers of IP-based contact center systems
Call blending
- Call blending technologies in use
E-Learning
- E-Learning adoption
Interactive Voice Recognition (IVR)
- Speech penetration
- Plans to deploy speech
- Systems in use
Methods of contact supported
Contact monitoring
Location of contact centers
Popular Topics
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Top 10 Growth Opportunities for 2023
The study examines trends within the North American Contact Center market. The study was compiled with 127 end-users and asked questions around IP, TDM, Call Monitoring, Call Blending among others.
No Index | Yes |
---|---|
Podcast | No |
Industries | Information Technology |
WIP Number | 6977-01-00-00-00 |
Is Prebook | No |