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PRESS RELEASE
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FOR IMMEDIATE RELEASE Date: October
15, 2001 PELORUS: CTI AND CRM SWEETEN CONTACT CENTER POT Raritan, NJ – According to a report from The PELORUS Group entitled: “CTI To CRM: Blended Media Solutions”, contact center environments are radically different than they were two years ago, or even one. Today, the name of the game is blended media and it’s a high stakes game boasting a multi-billion dollar pot. Blended media centers are contact centers that manage several various forms of communication simultaneously. These centers incorporate best of breed suite solutions from CTI vendors and CRM concerns. They rely on multiple communications channels to interact with customers, even if these centers have not equipped themselves yet to properly manage all those channels. They include voice, email, fax, Web interaction, IVR, and Voice over IP. Because currently only a small portion of traffic is handled by each of these channels, the potential for growth is significant. Al Fross, President of The PELORUS Group, notes “Just as companies once encouraged callers to embrace voice processing systems during high volume periods, callers will be encouraged to visit a company’s Web site or press a call back button. Consumers are already demonstrating a willingness to do so. And businesses understand that potential cost savings and increased customer service translate into an attractive ROI. Indeed, some companies have reported that costs have decreased to as little as 10-20 percent the cost of a traditional contact center call, after implementing blended media solutions. Ninety percent of existing call centers will employ at least one form of non-voice communications within 24 months. Accordingly, near-term opportunities for blended media solutions may prove dramatic.” One of the largest opportunities for vendors will be encouraging and supporting the transition among existing call centers to the new blended contact center approach. Revenue from products that add communications channels to the contact center and integrate them with voice-based systems will flourish. Since expenditures for these products top most companies’ lists, PELORUS believes organizations will invest in these systems, while cutting back in other areas. The revenue potential is significant because these products will be used to retrofit or update the installed base of contact center systems. The report forecasts total customer contact center revenues, including call centers, related voice systems, Web-based apps, middleware and integration services, will reach $13.6 Billion by 2005
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