North American Contact Center Markets - End-user study

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Regular Price: USD 6,950

Special Price USD 4,865

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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

North American Contact Center Markets - End-user study, Executive summaryExecutive summaryExecutive summaryExecutive summary (cont'd)North American Contact Center Markets - End-user study, IntroductionIntroductionObjectivesMethodologySample - inhouse & outsourced contact centersSample - seat sizeSample - primary function of contact centerSample - inbound versus outbound contact centersScope & limitationsConceptual flowNorth American Contact Center Markets - End-user study, IP trendsResults for IP trendsIP-based seatsIP seats increase rapidlyConstraints for IP-based contact center systemsConstraints for IP-based contact center systems (cont'd)Drivers for IP-based contact center systemsInfluencers of IP-based contact center systemsNorth American Contact Center Markets - End-user study, Contact center technologies Call blendingCall blending technologies in useE-LearningE-Learning adoptionInteractive Voice Recognition (IVR)Speech penetrationPlans to deploy speechSystems in useNorth American Contact Center Markets - End-user study, Contact center - trends in methods of contactMethods of contact supportedThe methods of contact supportedMethods of contact usedFastest growing methods of contactNorth American Contact Center Markets - End-user study, Contact center monitoringContact monitoringMethods usedReasons for monitoringSystems in useNorth American Contact Center Markets - End-user study, Locations of contact centerLocation of contact centersLocal versus offshore contact centersLink branch officesNorth American Contact Center Markets - End-user study, Systems in useSystems in useContact center systems in useNorth American Contact Center Markets - End-user study, Opportunities and Conclusions & RecommendationsOpportunitiesOpportunitiesConclusions & recommendationsThe Frost & Sullivan Award for Contact Center End-User Choice




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