1. QUOTE from:
    On the Prowl for New Ways to Cut Contact Center Costs
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    There is still room for the industry to grow through adoption of newer technologies, said Michael Fauscette, group VP of software business solutions for IDC. "Contact centers will now be driven by initiatives around unified communications. Microsoft (Nasdaq: MSFT) and Cisco (Nasdaq: CSCO) have new products that they're getting into the market. Then there's Avaya, Convergys (NYSE: CVG) and ClickFox, on the software side" he told CRM Buyer. "We're now seeing a lot of UC concepts that are making a lot of sense for customer care," observed Ross Daniels, director of UC solutions marketing for Cisco. Full Article at E-Commerce Times
    Contact centers will now be driven by initiatives around unified communications. Microsoft (Nasdaq: MSFT) and Cisco (Nasdaq: CSCO) have new products that they're getting into the market. Then there's Avaya, Convergys (NYSE: CVG) and ClickFox, on the software side
    SOURCE: E-Commerce Times 1 month ago
All quotes from:
On the Prowl for New Ways to Cut Contact Center Costs
  1. We're now seeing a lot of UC concepts that are making a lot of sense for customer care
    SOURCE: E-Commerce Times 1 month ago
  2. Comcast, for example, is famous for using chat, as well as Twitter and other social media, to communicate with clients.
    SOURCE: E-Commerce Times 1 month ago
  3. For example ... there is technology that allows you to get a visual representation of your IVR activities to see what works, what doesn't, and where breakdowns are occurring. A few changes and your hit rate can go through the roof -- the economics can change that quickly. There is tremendous growth pote...
    SOURCE: E-Commerce Times 1 month ago
  4. The past two years have been very good to companies involved in moving contact center work offshore. Emerging [offshore] locations such as South Africa, Egypt, Kenya and Malaysia are proving to be very successful.
    SOURCE: E-Commerce Times 1 month ago
  5. I'd say that right now, the contact center industry is in a state of transformation
    SOURCE: E-Commerce Times 1 month ago
  6. The ability to communicate to agents and enable contact with experts has a lot of value that ties into segmentation ... That is being deployed more broadly than other aspects of UC today in contact centers. There is also much more interest in IVR and voice portals than a year ago, because it saves back-...
    SOURCE: E-Commerce Times 1 month ago
  7. Economics have changed like night and day in the last 18 months. Those companies that were in client traction mode are now focused on retention. Right now, I truly believe the cost of inaction is greater than the cost of action
    SOURCE: E-Commerce Times 1 month ago
  8. Social media is absolutely the hot button for contact center operations
    SOURCE: E-Commerce Times 1 month ago
  9. We see UC as tying in two ways -- presence and instant messaging for agents, and more automation of interactions such as conferencing in order to take the agent out of the connection process ... But everything we're seeing is still in the very early days on the contact center side.
    SOURCE: E-Commerce Times 1 month ago

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