Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor's analyst specializing in voice and video business will outline the changes in your market and explain which trends will have the biggest impact in 2009.

Report Highlights
Customer retention and cost reduction are the top priorities for contact centers. As a result, investments in self-service solutions are less likely to be impacted by financial stress than investments in other contact center technologies.

Enterprises will try, where possible, to extend the life of legacy IVR platforms and continue to use existing DTMF applications. This will likely slow the growth of speech solutions in the enterprise.
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