Catalyst 1
Summary 1
Methodology 1
Executive Summary 3
Introduction 3
Extending Customer Contact Across The Enterprise (Market Focus) 3
Integrating The Contact Center And Enterprise (Strategy Focus) 3
The Reality of Virtual Contact Centers (Technology Focus) 3
5
5
Catalyst 1 5
Summary 1 5
Methodology 1 5
Executive Summary 3 5
Introduction 3 5
Extending Customer Contact Across The Enterprise (Market Focus) 3 5
Integrating The Contact Center And Enterprise (Strategy Focus) 3 5
The Reality of Virtual Contact Centers (Technology Focus) 3 5
Extending Customer Contact Across The Enterprise (Market Focus) 9 5
Summary 9 5
Contact center virtualization is a key feature of the customer centric enterprise 9 5
Centralized IT initiatives are a fundamental part of the contact center virtualization trend 13 5
People and process are the biggest inhibitors to virtualizing contact centers 14 5
Early growth in adoption of virtualization is likely amongst the largest, global firms 15 5
Actions - Educating the market and delivering flexible solutions is the key focus 19 5
Integrating The Contact Center And Enterprise (Strategy Focus) 20 5
Summary 20 5
Selling virtualization means selling to the whole enterprise, not just the customer service organization 20 5
Partnerships with professional services will play a crucial role in the successful sale and deployment of virtualization technologies 22 5
Project discovery and consulting work will be fundamental requirement for virtualization 24 5
Vendors should look beyond traditional contact center partnerships to emerging players in enterprise communications 25 5
Actions - A cutting edge strategy depends on a duet of the right resources and relationships 26 5
The Reality of Virtual Contact Centers (technology Focus) 27 5
Summary 27 5
The centralization of IT in the contact center can generate efficiency in the whole organization 27 5
Silos in the organization breed inconsistent customer information which can be harmful to an organization's brand 31 5
The complexities of virtualization, in respect to risks, costs, and agent definitions need to be addressed for successful and sustainable deployments 33 5
Action Points 36 5
APPENDIX 37 6
Ask the analyst 37 6
Datamonitor consulting 37 6
Disclaimer 37 6
Table of figures 7
Figure 1: Customer service silos 10 7
Figure 2: Using intelligent customer processes to manage customer contacts 12 7
Figure 3: Remote workers as a percentage of total APs globally, 2005-2010 16 7
Figure 4: Remote workers components, 2005-2010 17 7
Figure 5: Unifying disparate systems into one enterprise wide communications system 28 7
Figure 6: Customer service silos in the contact center 32 7
Figure 7: Size and growth of remote workers, 2005 to 2010 35 7
Table of tables 8
Table 1: Remote workers as a percentage of total APs globally, 2005-2010 16 8
Table 2: Remote workers components, 2005-2010 17 8
Table 3: Regional share of remote workers, 2005-2010 18 8
Extending Customer Contact Across The Enterprise (Market Focus) 9
Summary 9
Contact center virtualization is a key feature of the customer centric enterprise 9
A virtualized contact center landscape relies on a central platform and multi-directional communication 11
Better customer service is not the only reason to virtualize 12
Creating a customer centric business isn't just for the biggest companies 13
Centralized IT initiatives are a fundamental part of the contact center virtualization trend 13
New CC products assist with both IT centralization and CC virtualization 13
People and process are the biggest inhibitors to virtualizing contact centers 14
Vendors of virtualization technologies must work in partnership with global systems integrators to tackle the people and process issues 14
Early growth in adoption of virtualization is likely amongst the largest, global firms 15
Growth is fastest in branch and back office/knowledge workers 16
Growth in virtual agent positions is primarily driven by North America and Europe 17
Vertical analysis is irrelevant to virtualization 18
Actions - Educating the market and delivering flexible solutions is the key focus 19
Integrating The Contact Center And Enterprise (Strategy Focus) 20
Summary 20
Selling virtualization means selling to the whole enterprise, not just the customer service organization 20
Careful assessment and 'targeting' of potential customers will be required to create the right foundations for this market 21
Partnerships with professional services will play a crucial role in the successful sale and deployment of virtualization technologies 22
Professional services firms can present a challenge when partnering 23
Project discovery and consulting work will be fundamental requirement for virtualization 24
Support services should be in place for the duration 24
Vendors should look beyond traditional contact center partnerships to emerging players in enterprise communications 25
Middleware players have a central role to play in virtualization 25
Actions - A cutting edge strategy depends on a duet of the right resources and relationships 26
The Reality of Virtual Contact Centers (technology Focus) 27
Summary 27
The centralization of IT in the contact center can generate efficiency in the whole organization 27
Unified communications is touted as the solution to achieve homogenous working environments with the contact center at its heart 27
All-in-one solutions may not be best way forward for larger enterprises 28
SIP is becoming the prevalent multi-media server not just because end-users need it, but because sales targets are dependent on it 29
The promise of presence - better customer and agent interaction with the organization - may not be essential for many companies 30
What type of enterprise will take up presence? 30
Silos in the organization breed inconsistent customer information which can be harmful to an organization's brand 31
Consulting practices established by vendors are still in their infancy 32
Platforms that are easy to integrate into the enterprise are needed to break the silo mould 33
The complexities of virtualization, in respect to risks, costs, and agent definitions need to be addressed for successful and sustainable deployments 33
Evangelizing virtualization can not happen without addressing the issues of risk behind the solution 33
Costs associated with virtualization will not go away anytime soon 33
The nature of an agent changes with virtualization and needs to be fully understood by vendors 34
Action Points 36
APPENDIX 37
Ask the analyst 37
Datamonitor consulting 37
Disclaimer 37
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