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siptel takes positive steps to reduce carbon |
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siptel selected for new Avaya Service Expert status |
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siptel gains ISO 9001 certification, hot on the heels of “Investors in People” status |
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Siptel does their bit for the community and the environment |
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siptel is finalist in two categories at the European IT Excellence Awards 2010 |
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siptel awarded coveted “Investors in People” status |
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siptel wins five year support contract for prestigious London hospital |
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Siptel scoops win at Comms National Awards |
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Avaya unwraps Aura midsize solution for enterprises |
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Avaya launches IP Office Release 5 |
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European IT & office kit replacement plans still on track despite downturn |
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Avaya confirms agreements to purchase Nortel’s Enterprise Solutions Business |
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Plantronics launches VoIP headset system for contact centres |
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Swine Flu highlights need for business continuity plans |
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Avaya claims industry first with new Aura architecture |
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Avaya unveils new range of unified communications technologies |
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Snapshot: Ofcom 's Telecommunications Market Data Update Q3 2008 |
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Downturn spurs market for videoconferencing |
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Sales of smartphones to reach 300 million by 2013 |
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Nortel freezes pay, cuts jobs and forms a new operating structure |
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Speed of UK business broadband gathers pace |
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Ofcom publishes proposals to introduce 116 helpline phone numbers |
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Vodafone moves to de-risk mobile email roll-out |
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Westcon's Las Vegas incentive packs a punch |
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Avaya introduces zero per cent finance promotion |
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IT bosses predict shrinking budgets |
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Microsoft delivers another strong quarter as Vista accelerates |
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Avaya turns iPhone into business tool |
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Companies slow to adopt ‘greener’ IT infrastructure |
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Mobile broadband set to take market by storm |
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Home-based contact center agents rapidly becoming mainstream |
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Financial Institutions push up IT budgets this year |
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Hot market for managed services as firms suffer IT head aches |
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Spend on speech-enabled mobile field force solutions to triple |
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Global market for contact centers exceeds forecasts |
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Q3 PBX line shipments dominated by IP convergence |
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European Commission slams spam laggards |
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LLU in the UK lags far behind European countries |
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Remote working policies lack universal appeal, states report |
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Mobile WiMAX to surpass fixed WiMAX sales by 2008 |
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Research confirms North/South divide in IT staff salaries |
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High cost of telecoms and email misuse |
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Global PSTN voice revenues set to tumble |
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Risk for telecommunications operators |
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Global market for VoIP set for new growth |
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Emerging mass market for Unified Comms |
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Demand for IP Contact Centres 'set to rise' |
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Avaya scores with World Cup network |
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South East set to dominate Euro growth |
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IP Multimedia Subsystem Market 2005-10 |
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UK harvests Convergence potential |
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Avaya and RIM extend IP to BlackBerry on WLAN |
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Extreme Networks' BlackDiamond 8810 Switch Successfully Validated With Avaya's Market Leading IP Telephony Solutions |
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ScanSoft, Inc. and Nuance Communications, Inc have signed a definitive agreement under which ScanSoft will... |
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Avaya SIP Telephony Solutions Receive "Well-Connected Award" from Network Computing Magazine |
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Mitel Introduces New Multimedia Contact Center Integration for Microsoft Office Live Communications Server 2005 |
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Mitel and Microsoft integrate solutions |
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Avaya announces the successful converged solution installations in 6 of the 2006 FIFA World Cup office venues. |
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Avaya launches new enhanced software release on it’s IP Office platform |
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Extreme Networks to showcase an Open Converged Network at CEBIT 2005 |
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Extreme Networks Black Diamond Outperforms key competitors in major tests. |
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Avaya announces at CEBIT it will deliver advanced mobility capabilities powered by its Internet protocol-based software to the Nokia-developed Series 60 Platform. |
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Avaya and Cisco Seen In Tight VoIP Race according to Merrill Lynch |
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Call Centres Planning To Take On More Staff |
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Strong growth forecast for voice applications |
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VoIP set to gain from Y2K fears |
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First London (020) 3 number blocks released from 1 June 2005 |
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Ofcom publishes voice report |
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Intel connects Centrino with all Wi-Fi standards |
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Key Vendors Take IP Testing Further |
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Siptel wins new contract to supply another IP Telephony solution. |
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Small and Medium Businesses’ Needs for Mobility |
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IP Office Named Best In Test |
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Ofcom unveils new comms framework |
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Demand for IP Contact Centres ‘set to rise’
After years of hype, the next generation `virtual` or `distributed` contact centre is finally becoming a reality says independent market analyst Datamonitor.
The key enabler of the `virtual` contact center is `Internet telephony`. This technology makes it possible to have a phone conversation over the Internet or a dedicated IP network. By IP-enabling the contact center organisations can use geographically dispersed call center agents and also if need be, involve employees that are not normally part of the customer service process, such as branch workers, home workers or back office workers.
As such a new report by Datamonitor, "Contact Center Component Technologies 2005," predicts the market for global contact center technology routing will be worth $4.7bn by 2009. Much of this growth will come from developing markets such as India, China, Brazil, Eastern Europe, Mexico and North and South Africa.
The contact center environment has never been more complex. Aside from the traditional pressures to reduce operational costs, contact centers also face the challenging task of providing exceptionally high-quality service in order to retain current customers and attract new ones. They are becoming the hub of customer interaction within organisations, taking on a more strategic role in building and maintaining customer relationships.
These changes have meant that the focus has moved away from answering calls as quickly as possible to first call resolution. However, contact center managers often find it difficult to accomplish this objective just using traditional contact center staff, especially during peak hours and unexpected call spikes, or when the enquiry resolution requires the assistance of knowledge workers with specialist skills. Very often, these workers sit outside of the traditional contact center environment.
"The problem with the traditional contact center model is that it creates a silo for customer service expertise and fails to take advantage of all the expertise that sits outside the contact center in the branches and back office," says Robin Goad, Senior Contact Center Analyst at Datamonitor. "IP telephony really is the key enabler that allows the contact center to become more ‘virtual’, and more and more organizations are realizing the benefits that this can bring."
The aim of a `virtual`/`distributed` contact center is to identify the contact as it enters the organization and then use intelligent contact routing technology at the network level to route the contact to the most appropriate customer service resource. This routing decision should be based on a number of criteria, including for example the value of the customer, the resources available, the type of media, the time of day.
A survey of 400 contact center managers found that 19% of North American and Western European contact centers are using remote workers.
Over 20% of new contact center agents shipped in 2004 were IP agents, double the number that were shipped in 2003. By the end of 2005, 11% of all global agent positions will be IP, and Datamonitor estimates this will grow to 37% by 2009.
According to Datamonitor the global contact center technology routing market was worth $3.6bn in 2004. The combination of investment in new IP-based technology and more organic growth in less developed markets means that it will grow by 30% between 2004-2009 to reach a value of $4.7bn. While North America will remain the largest segment of the market, Asia will be the fastest growing.
