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October 3, 2007

Register To Listen To The FREE Webcast: “Intelligent Migration to the IP-Based Contact Center”

A recent survey of contact-center managers asked them to identify the most effective IP capabilities based on their ability to meet their business objectives. These managers also were asked to quantify both their expected and actual progress in achieving those objectives over the past one to two years of use.

TelecomWeb, in partnership with Avaya, present the findings from this survey in the free Webcast “Intelligent Migration to the IP-Based Contact Center." Click here for more information on how to access this Webcast and download the Powerpoint presentation.   More

 

The VoIP Contact Center: Real Problems, Real Results

A Midwest health-insurance company implemented a VoIP contact center for approximately 400 agents in 30 different areas of the throughout the company. The focus of the project was to improve customer-service applications in five areas. More

With Demand For Contact-Center Professional And Managed Services On The Rise, Decision Criteria Addresses More Than Just Functionality 

During the past three years, the percentage of contact-center decision makers who are planning to consider contact-center professional services has risen from 7.9 percent to 21 percent. Keeping pace with this trend, the percentage of contact-center decision makers who are planning to consider managed and/or hosted contact-center solutions has risen from 8.4 percent to 20.1 percent.  More

 

Does Offshore Outsourcing Still Make Sense?

The enterprise trend to contract out contact-center operations overseas as a means of saving the high costs related to supporting an all-American staff may start to reverse, due in part to customer backlash and pending government oversight. More

U.S. Contact-Center Industry Continues Growing Despite Outsourcing Pressures Read more

Survey Sez: More C-Level Support Needed For Contact Centers Read more

Save Your Center (and Job) from Offshore Outsourcing Read more

Top Ten Leverage Points for Improving Contact Center Performance Read more

Spotlight on the State of Contact Center Maturity Read more

 

 


Research

Survey Sez: Cellular Subs Demand More Customer Care

Wireless customers who have problems or issues with their service are more likely now to contact their current providers than they were in the past, and the incidences of users dialing their carriers for customer care are at an all-time high.

According to the J.D. Power and Associates most recent semi-annual study on the subject, now in its fourth year, the average incidence rate has climbed steadily since measurement began in 2000, when the figure stood at 47 percent. The study found that 59 percent of wireless customers contact their service providers within a 12 month period - the highest level since 2000 and up from last year's 54 percent. Read more
Market Data Snapshot

Contact Center Industry Continues to Experience Healthy Growth

The InfoTrack for Converged Applications 2006 Report on Contact Centers shows the volume of new agent seats shipped in 2006 continued to grow and reached a total of slightly more than 2.6 million, with new systems of 50,900.

The distribution by manufacturer showed Avaya with more than one third of the total shipments. Nortel, Cisco, Alcatel, Genesys, NEC, Toshiba and Aspect were the second-tier leaders. Read more
Case Studies

CosmoCom Consolidates VisitBritain’s Highly Distributed Global Contact Center

VisitBritain seized on the benefits of CosmoCom's Consolidation 2.0 by deploying a highly distributed virtual contact center with sites in 13 countries, all of which operate on a single CosmoCall Universe contact-center platform. Using a virtual contact center, callers now reach a local agent who speaks their language, while VisitBritain minimizes its global telecommunications costs and maintains a uniformly high level of customer-service quality across all sites worldwide. More

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