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Contact Center Solutions The Current Analysis Contact Center Solutions module focuses on companies that deliver systems, software, and services to support customer interaction, both in North America and Europe. These vendors and service providers offer customer-facing solutions with which contact centers manage both inbound and outbound interactions in the form of traditional telephone calls, e-mail, voice mail, fax, text messaging, and interactive chat. ► Full coverage description
ANALYSTS
WHAT WE COVER
FREE COMPETITIVE INTELLIGENCE
Follow the links below to read free newsletters, highlights, analyst news flashes, telebriefing replays, and samples of recent Current Analysis Competitive Intelligence from the Contact Center Solutions module. Siemens Enterprise Joint Venture Promises Powerful Fresh Start - 7/28/2008 Convergys’ Acquisition of Intervoice Brings a New and Unique Wrinkle to the Contact Center Market - 7/16/2008 Siemens Enterprise Communications Adds Unified Communications to Contact Center - 4/21/2008 Unified Communication in the Contact Center: New Technology and a New Culture - 4/3/2008 VoiceCon Spring 2008: Microsoft Allies with Aspect, Opening Opportunities for Both - 3/18/2008 VoiceCon Spring 2008: Verint Systems Adds Encrypted Contact Recording to Witness Actionable Solutions - 3/19/2008 Aastra Fortifies European Power with Ericsson Enterprise Acquisition - 2/20/2008 Genesys and IBM Produce Strong Offering for Mid-market Contact Centers in China - 12/21/2007 Nortel Unveils Strong SOA Solution for Business Communications Microsoft Increases Investment in Speech with the Acquisition of Tellme Networks Cisco Enhances Large and Mid-Size Contact Center Solutions Aspect Software to Partner with Microsoft to Create an SMB-Focused Speech Self-Service Solution Avaya Marries Communications to Business Processes Cisco Enhances Large and Mid-size Contact Center Solutions Spanlink Divides Company and Announces WFO Enhancements and Reseller Program Avaya Adds Increased Scalability, a New Reporting and Analytics Solution, and End-to-End SIP Support to Its Large Contact Center Portfolio COVERAGE DESCRIPTION
The Current Analysis Contact Center Solutions module focuses on companies that deliver systems, software, and services to support customer interaction, both in North America and Europe. These vendors and service providers offer customer-facing solutions with which contact centers manage both inbound and outbound interactions in the form of traditional telephone calls, e-mail, voice mail, fax, text messaging, and interactive chat. Traditional systems are built on automated call distribution (ACD) functions linked with PBX systems over either a TDM or converged IP environment. Coverage areas include: • Large Contact Center Solutions - Large contact centers comprise the biggest segment of this market and are traditionally defined as supporting more than 150 (North America) or 75 (EMEA) concurrent agents. Large contact center solution developers provide distributive and sophisticated solutions. They also provide integration into enterprise wide business processes through Services Oriented Architecture (SOA) and Communications-Enabled Business Process (CEBP) structures, as well as utilize newer technologies such as unified communications. • Mid-size Contact Center Solutions – Mid-sized contact centers support between approximately 50 and 150 (North America) or between 25 and 75 (EMEA) concurrent agents. Although mid-sized contact centers are generally less complicated than solutions targeted at larger environments, many mid-sized solutions provide a very comprehensive set of functionality that favorably compares that found in large contact centers solutions. |
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