Contact Center Optimization Technologies (Technology Focus)

Technology is affected by the changing role of contact centers in the broader enterprise. Organization-wide initiatives also affect the way that optimization solutions must work. In this brief Datamonitor explores the key technology trends which are driving change in the contact center optimization market.

Report Highlights


It is not only technology changes within optimization solutions which are helping shape this market's offerings. Much broader trends and concepts are driving the need for change. Understanding the impact these have is absolutely key to success.
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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY 2
ANALYSIS 3
Contact center optimization to improve customer satisfaction is a top priority 3
IP telephony and the customer centric enterprise are changing the contact center landscape, providing opportunities and challenges for vendors and customers 4
Broadening the CC landscape requires more holistic optimization tools 6
An evolving WFO Market sees workforce management vendors extending solutions into the enterprise 7
Hosted WFM offers a low-cost alternative to premise-based solutions 7
Short term flexibility is a key requirement 9
Speech analytics and 100% recording drive growth through additional functionality 9
100% recording - technology that records every customer-agent• interaction. 9
Speech Analytics - a technology which allows recorded audio to• be mined for content, which can include speech to text, word spot and emotion detection functionality 9
Regulatory compliance increases the need to record, monitor and analyze customer interactions 9
eCoaching modules as part of a broader QM solution increase agent performance 9
Contact center analytics envelops analytics at both an agent and contact center level 10
Unified agent desktop applications reduce complexity and facilitate more effective agent/customer interactions. 11
ACTIONS 14
Developing customer centric optimization technologies 14
APPENDIX 16
Further reading 16
Ask the analyst 16

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Figure 1: Planned use of technology to enhance business growth 4
Figure 2: Top 3 technology investment priorities over the next 12 months 5
Figure 3: Top 3 technology investment priorities over the next 3 years 12

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