1. QUOTE from:
    On the Prowl for New Ways to Cut Contact Center Costs
    View quote in context »
    "I'd say that right now, the contact center industry is in a state of transformation," Peter Ryan, Datamonitor's lead analyst for contact center outsourcing, told CRM Buyer. "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." As for software and maintenance revenues, IDC reported that overall, the worldwide CRM market for 2009 is at US$16.6 billion, with the contact center space accounting for $5.8 billion (showing 2.5 percent growth in 2009). Full Article at CRM Buyer
    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: CRM Buyer 3 weeks 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: CRM Buyer 3 weeks ago
  2. Comcast, for example, is famous for using chat, as well as Twitter and other social media, to communicate with clients.
    SOURCE: CRM Buyer 3 weeks 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: CRM Buyer 3 weeks ago
  4. 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: CRM Buyer 3 weeks ago
  5. I'd say that right now, the contact center industry is in a state of transformation
    SOURCE: CRM Buyer 3 weeks 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: CRM Buyer 3 weeks 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: CRM Buyer 3 weeks ago
  8. Social media is absolutely the hot button for contact center operations
    SOURCE: CRM Buyer 3 weeks 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: CRM Buyer 3 weeks ago

Recent Photos From The Wire

  1. Honduran President-elect Porfirio "Pepe" Lobo (C) greets supporters as he leaves a local television station in Tegucigalpa November 30, 2009. Opposition candidate Lobo was elected president of Honduras on Sunday in a vote that has put the United States at odds with leftist governments in Latin America.
  2. A 17th century Spanish galleon replica is launched in the port of Punta Umbria, southwest Spain November 30, 2009. The galleon will set sail for Shanghai from Seville next February 28 to participate in the "Expo 2010 Shanghai China" which will run from May 1 to October 31, 2010.
  3. American university student Amanda Knox (2nd R) is escorted as she leaves the courtroom during a break in her murder trial in Perugia November 30, 2009. Defendants Knox and Raffaele Sollecito are on trial for the murder of British student Meredith Kercher in November 2007.
  4. A 17th century Spanish galleon replica is launched in the port of Punta Umbria, southwest Spain November 30, 2009. The galleon will set sail for Shanghai from Seville next February 28 to participate in the "Expo 2010 Shanghai China" which will run from May 1 to October 31, 2010.
  5. A 17th century Spanish galleon replica is launched in the port of Punta Umbria, southwest Spain November 30, 2009. The galleon will set sail for Shanghai from Seville next February 28 to participate in the "Expo 2010 Shanghai China" which will run from May 1 to October 31, 2010.
  6. A 17th century Spanish galleon replica is launched in the port of Punta Umbria, southwest Spain November 30, 2009. The galleon will set sail for Shanghai from Seville next February 28 to participate in the "Expo 2010 Shanghai China" which will run from May 1 to October 31, 2010.
  7. PERUGIA, ITALY - NOVEMBER 30: Giulia Bongiorno, the lead lawyer in Raffaele Sollecito's defence team attends the Meredith Kercher Trial for the closing arguments on November 30, 2009 in Perugia, Italy. Amanda Knox and her former Italian boyfriend Raffaele Sollecito are charged with the murder of British student Meredith Kercher in Perugia on November 1, 2007.
  8. PERUGIA, ITALY - NOVEMBER 30: Amanda Knox attends the Meredith Kercher Trial for the closing arguments on November 30, 2009 in Perugia, Italy. Amanda Knox and her former Italian boyfriend Raffaele Sollecito are charged with the murder of British student Meredith Kercher in Perugia on November 1, 2007.
  9. PERUGIA, ITALY - NOVEMBER 30: Amanda Knox attends the Meredith Kercher Trial for the closing arguments on November 30, 2009 in Perugia, Italy. Amanda Knox and her former Italian boyfriend Raffaele Sollecito are charged with the murder of British student Meredith Kercher in Perugia on November 1, 2007.
  10. PERUGIA, ITALY - NOVEMBER 30: Amanda Knox attends the Meredith Kercher Trial for the closing arguments on November 30, 2009 in Perugia, Italy. Amanda Knox and her former Italian boyfriend Raffaele Sollecito are charged with the murder of British student Meredith Kercher in Perugia on November 1, 2007.
  11. PERUGIA, ITALY - NOVEMBER 30: Amanda Knox attends the Meredith Kercher Trial for the closing arguments on November 30, 2009 in Perugia, Italy. Amanda Knox and her former Italian boyfriend Raffaele Sollecito are charged with the murder of British student Meredith Kercher in Perugia on November 1, 2007.
  12. PERUGIA, ITALY - NOVEMBER 30: Amanda Knox attends the Meredith Kercher Trial for the closing arguments on November 30, 2009 in Perugia, Italy. Amanda Knox and her former Italian boyfriend Raffaele Sollecito are charged with the murder of British student Meredith Kercher in Perugia on November 1, 2007.
  13. Palestinian fishermen paddle out to sea as sun sets on the last day of the muslim Eid Al-Adha festival in Gaza City, Monday, Nov. 30, 2009. Eid al-Adha, or the Feast of the Sacrifice, is celebrated to commemorate the prophet Ibrahim's faith in being willing to sacrifice his son.
  14. A Palestinian couple stands on the beach at sunset on the last day of the Muslim Eid Al-Adha festival in Gaza City, Monday, Nov. 30, 2009. Eid al-Adha, or the Feast of the Sacrifice, is celebrated to commemorate the prophet Ibrahim's faith in being willing to sacrifice his son.
  15. Israeli soldiers patrol in an olive grove after Jewish settlers scuffled with Palestinians in the West Bank village of Burin, near Nablus, Monday, Nov. 30, 2009.
  16. U.S. murder suspect Amanda Knox reacts during a hearing at Perugia's court, Italy, Monday, Nov. 30, 2009. A lawyer for the former boyfriend of Amanda Knox painted the U.S. coed as naive, spontaneous and imprudent as she argued Monday that both Knox and her lover were innocent in the slaying of the American's British roommate. Giulia Bongiorno, who is defending Knox's ex-boyfriend, Raffaele Sollecito of Italy, compared Knox to the film character Amelie in the 2001 French movie of the same title. That is the film Knox and Sollecito claim they were watching on video the night that Meredith Kercher was fatally stabbed in the throat in 2007, Bongiorno reminded the court in final arguments.
  17. U.S. murder suspect Amanda Knox is escorted by a Police officer as they arrive for a hearing at Perugia's court, Italy, Monday, Nov. 30, 2009. A lawyer for the former boyfriend of Amanda Knox painted the U.S. coed as naive, spontaneous and imprudent as she argued Monday that both Knox and her lover were innocent in the slaying of the American's British roommate. Giulia Bongiorno, who is defending Knox's ex-boyfriend, Raffaele Sollecito of Italy, compared Knox to the film character Amelie in the 2001 French movie of the same title. That is the film Knox and Sollecito claim they were watching on video the night that Meredith Kercher was fatally stabbed in the throat in 2007, Bongiorno reminded the court in final arguments.
  18. A vehicle carrying Israeli soldiers passes a group of Palestinians, after Jewish settlers scuffled with Palestinians in the West Bank village of Burin, near Nablus, Monday, Nov. 30, 2009.