Found this at Syd site at StockHouse. Thought it interesting.
microforum.com
Check under PPL for Call Center. I wondered how they were going to use their Call Center. ?
207.102.98.109
"Frost & Sullivan: The Race is on For Web Integration in the Call Center
Market
MOUNTAIN VIEW, Calif., Jan. 19 /PRNewswire/ -- Like everything else these days,
call centers are moving to the Web. Call centers are moving away from the traditional
voice-centric environments to multimedia customer contact centers that can process
"calls" regardless of their point of origin -- Web, phone or fax -- and regardless of their
form -- voice, text or image.
According to new strategic research from Frost & Sullivan (www.frost.com), U.S.
Web-Enabled Call Centers Market, there has been a rapid move to integrate the Web into
call center applications. The compound annual growth rate (CAGR) for this market for
1997-2004 is forecasted to be 110.4 percent.
The next generation of call centers will enable customers to reach vendors via any media
they choose. Many Internet and call center companies believe the time has come for
Web-enabled call centers, according to Frost & Sullivan's telecommunications industry
analysts.
Furthermore, there has been a proliferation of companies entering the market since 1998.
These companies either have an Internet background or call center expertise. In many
cases, these companies are partnering with each other to leverage expertise in each of
these areas.
For the purposes of this study, a Web-enabled call center is defined as a solution that links
a call center to a Web site and enables a Web browsing customer to interact real-time
with a customer service representative (CSR). Two-way, real-time communications
between the CSR and end user can be achieved via one of the following methods: Call
back, text-chat, Voice over Internet Protocol (VoIP), video over IP, and whiteboarding.
Companies participating in this market are very diverse, ranging from start-ups to large,
diversified corporations. Most competitor groups are actively seeking partnerships and
reseller agreements with each other to provide a seamless and complete media solution as
well as to gain access to a customer base. The market will be varied and fragmented in
the short to medium term as companies test partnerships, product development and
customer reception.
Implementing a Web-enabled call center is attractive to many call centers, because they
need to give superior customer service to remain competitive and to differentiate their
service. Opportunities for growth depend on targeting companies with flexible,
customizable solutions that can fully integrate into existing call center operations.
Companies adopting this product include e-commerce vendors, as well as those in specific
vertical markets including the finance industry, the technology industry, hospitality, and
travel.
The technologies reviewed include IP, Web, Callback, ACD, IP ACD, e-commerce,
Callthrough, Web agent, Internet telephony, integrated messaging, WWW, Internet Call
Centers, multimedia, and CTI.
Market participants include: Acuity, Active Voice Corp., Applix Inc., Apropos
Technology, Aspect Telecommunications Corp., Astea International, Inc., ATIO
Corporation, Aurum Software, Balisoft Technologies Inc., Business Evolution Inc.,
Chordiant Software, Clarify, Comdial Corp., Contact Dynamics, Contact Point
Technologies, CosmoCom Inc., Davox Corp., DC Systems, Edify Corp., eFusion,
Ericsson, Inc., eShare Technologies, Fujitsu Business Communications Systems, Inc.,
Genesys Telecommunications Laboratories, Inc., GeoTel Communications, InnoMedia,
Inc., insite Innovation, Interactive Intelligence, InterVoice, Inc., Interworks Systems,
Lucent Technologies, Melita International Corp., Mosaix Inc., Motorola, Multicall
Incorporated, NetSpeak, New Media Telecommunications, Nortel, PakNetX, Periphonics
Corporation, PHD, POINT Information Systems Inc., Quintus Corporation, Response
Interactive, Rockwell Electronic Commerce Division, Sideware Systems Inc., Siebel
Systems, Sitebridge, Spanlink Communications, Inc., Teloquent Communications, Inc.,
Vantive Corp., VocalTec Communications, GlobalPhone Corp., WebLine Communications
Corporation, and Whitecap.
This telecommunications industry research has integrated the Market Engineering
consulting philosophy into the entire research process. Critical phases of this research
included: Identification of industry challenges, market engineering measurements, strategic
recommendations, planning and market monitoring. All of the vital elements of this system
help the market participants navigate successfully through the telecommunications market.
Frost & Sullivan is an international marketing consulting company that monitors the
telecommunications industry for market trends, market measurements, and strategies. This
ongoing research is utilized to update a series of research publications such as #2890-62
U.S. Call Center Hardware and Software Markets and to support industry participants
with customized consulting needs.
Visit the Frost & Sullivan web site: frost.com.
Report: 2005-62 Date: January 1999 Price: $2450
SOURCE Frost & Sullivan
CO: Frost & Sullivan
ST: California
IN: PUB MLM
SU:" |
