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23 Jun 2014 | North America | Customer Research
Enterprise Priorities in North America
Cloud Contact Center Solutions
The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...
$10,000.00
Special Price $7,500.00 save 25 %
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23 Jun 2014 | North America | Customer Research
Enterprise Priorities in North America
Contact Center Outsourcing
The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...
$10,000.00
Special Price $7,500.00 save 25 %
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19 Dec 2013 | Global | Market Research
Global RollupContact Center Systems Markets
Analytics Leads the Way for Growth in a Mature Market
This market analysis research provides market sizing and forecasts for premises-based contact centre systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...
$10,000.00
Special Price $7,500.00 save 25 %
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This market insight looks at the tools and strategies being used to harness the voice of the customer (VoC), as part of the broader industry effort to improve the customer experience. It incorporates customer use cases from interviews on customers VoC goals, initiatives, and best practices.
$1,500.00
Special Price $1,125.00 save 25 %
