The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in ...

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the manufacturing vertical. Email accounts for the highest share of customer interactions, ahead of LiveAgent voice, especially in Europe. More customer interactio...

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

The advanced persistent threat (APT) solution market in Asia-Pacific region is still at a nascent stage in 2013. As such, the market is estimated to be relatively small at present. This is despite the market buzz and hype surrounding APTs and their impact on the enterprise environment. The actual adoption of APT solutions remains low, and this is p...

The South African data centre market is fast maturing, and it is viewed by service providers as an exciting market with endless opportunities. Companies are seeking to transform from a capital expenditure model to operating expenditure model by reducing their total cost of ownership. The result has, therefore, been a more prominent move towards dat...

The current move in South Africa towards cloud computing represents an opportunity that Communication Service Providers (CSPs) can take advantage of in order to grow and protect their revenue streams. While CSPs have, until presently, mostly concentrated on transmission services as cloud carriers, it is imperative that they change their role to clo...