North American Contact Center Markets - End-user study

North American Contact Center Markets - End-user study

RELEASE DATE
29-Nov-2004
REGION
North America
Research Code: 6977-01-00-00-00
SKU: IT01159-AP-MR_10914

$6,950.00

Special Price $5,212.50 save 25 %

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SKU
IT01159-AP-MR_10914

$6,950.00

$5,212.50 save 25 %

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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
Related Research
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.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number 6977-01-00-00-00
Is Prebook No