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Conferences DIRECTORY DA/Call Center Optimization Services |
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Already a multi-billion dollar trove, the market for contact centers is poised for a quantum leap forward into a new generation of products and solutions. It has already extended well beyond the inherent confines of traditional functions, splintering off into highly lucrative growth areas such as analytics and CRM. But the core model is evolving as well, and with the right vision, and forward-looking strategies, vendors of contact center solutions stand to realize enormous gains. Long gone are the days of a handful of players. Today’s market is a complex and highly fragmented maze of competitors sporting targeted solutions. Soon, very soon, the complexion of this already hotly contested industry will be dramatically different. You can see that change already reflected in the shifting roster of vendors. Amdocs has acquired Clarify. Fujitsu is exiting altogether. The number of players chasing the software pie increases almost daily. New issues are churning forth. New opportunities as well, as evidenced by the ever-growing revenue pool being realized despite the slumping economy. We are on the verge of a new era of profitability for many concerns. But there are risks, and they are not insignificant. Nothing is for certain, especially in this sensitive industry. Just as surely as some companies will benefit from looming changes, others will falter. Some will fail altogether. In 1987, The PELORUS Group redefined the metrics by which call center research was measured with its landmark study, “The Future Of ACDs”. For close to 15 years, The PELORUS group’s name has been synonymous with excellence in contact center research. Our attention to this exciting market has been tireless, relentless, and our data reservoir and insight into both the global trends and micro-opportunities is without equal. What is needed now is information. Fresh ideas backed by hard data, and strong enough to support executive decision-making. This exclusive 2002 report is the result of years of ongoing, painstaking research. Its insights and analyses are proprietary, as are the models employed to clarify and map out trends and potential over each of the next five years. Only readers of this document will be able to tap into its strategic assessments and competitive insights, or benefit from its opportunity analyses and recommendations. This report, always eagerly anticipated, has been prepared with one goal in mind: Help players realize their short and long-term objectives. It is essential reading for anyone involved in delivering contact center solutions.
Price $3,995.00 US |
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