bracing for the new: contact centers face dramatic changes
TRANSCRIPT
Bracing For the New:Contact Centers Face Dramatic Changes
Keith Dawson, Industry Director
Contact CentersContact Centers
July 26, 2011
Today’s Presenter
Keith Dawson, Industry Director
Frost & Sullivan
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Focus Points
1. Service delivery is increasingly complex.
2. Contact centers are seeking ways to maximize the value of their
spending.
3. Trends driving spending emphasize simplicity and
modernization.
4. The market is clearly bifurcated between infrastructure and
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4. The market is clearly bifurcated between infrastructure and
applications.
Service: An Increasingly Complex Environment
• Multiple departments
• New value-based KPIsCompanies
• Multisite networks
• Outsourcers mixed inCenters
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• Multiple skills
• Remote locationsAgents
• Growth of mobile channels
• New information sourcesCustomers
Trends Affecting the CC Buying Market
• Application functionality being absorbed into contact center
suite
• Multi-modal customer experience management
• Customer support alternatives
• Products becoming commoditized
• Ease of use
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• Ease of use
• Economic uncertainty
Respondent Buying Behavior
50%50% of the sample35%35% of the sample15%15% of the sample
Cost-Focused Customer-OrientedLatest & Greatest
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50%50% of the sample
Contact centers segmented as “Customer-Oriented” seek to primarily
improve customer satisfaction, retention, and
loyalty.
35%35% of the sample
Use applications or tools with the best reputation in
the market, widest range of features, most innovative,
and most advanced features/capabilities.
15%15% of the sample
Seek to primarily reduce short-term labor costs, focus
on cost containment/cost reduction, and seek to
reduce medium-to-long-term costs.
Source: Frost & Sullivan End User Survey, 2010
Growth Drivers: NA Contact Center Systems, 2011-17
Rank Driver 1–2 Years 3–4 Years 5–7 Years
1 Increased functionality/tech refresh High High High
2 Migration to IP & SIP High High Medium
3 Virtualization of contact centers High Medium Medium
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3 Virtualization of contact centers High Medium Medium
4 Customer retention & experience High Medium Medium
5Adding multimedia, integrating
channelsMedium Medium High
Source: Frost & Sullivan.
Forecast for Contact Center Systems Revenues
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Infrastructure Trends & Analysis
• ACDs / ICR
• IP and SIP making significant headway
• Movement towards enterprise architectures
• Movement toward unified suites
• Confusion about social networking & alternative service modes
• IVR / Self-service
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• IVR / Self-service
• Change in the possible self serve pathways
• Development of customer communities
• Outbound Dialers
• Collections up due to the economy
• Big development: proactive outbound initiatives
Application Trends & Analysis
• Quality Monitoring
• Heavily influenced by sales of ICR
• Decline in NA greenfield opportunities
• Vendors searching for new markets
• Workforce Management Software
• Stickiness of the tool
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• Stickiness of the tool
• Market has become one of competitive displacement
• Commonality between vendor offerings
• Analytics
• Broken apart from QM
• Strong growth a direct result of the increased complexity in centers
Emergence of a New Segment: Analytics
Analytics
Business Intelligence
Systems
Enterprise Analytics Contact Center Analytics
Customer Interaction Analytics
Performance Analytics
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Systems
• Interprets voice, chat , emails or other captured interaction types•Measures how well the center supports overall business objectives
AnalyticsAnalytics
•Traditional CC inputs from switches, QM, WFM•Measures efficiency of agent activity and operations
Conclusion/Key Take-Aways
• Centers are focused on value creation, looking for tools that have
fast ROI and defined business benefits.
• Vendors need to focus on core: simplicity, usability, extensibility,
interoperability.
• Centers need sound roadmaps into the future, but are not willing
to take a flyer on “next-gen” technology without proven business
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to take a flyer on “next-gen” technology without proven business
cases.
Next Steps
� Request a proposal for or Growth Partnership Services or Growth Consulting Services to support you and your team to accelerate the growth of
your company. ([email protected]) 1-877-GoFrost (1-877-463-7678)
� Join us at our annual Growth, Innovation, and Leadership 2011: A Frost & Sullivan Global Congress on Corporate Growth (www.gil-global.com)
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For Additional Information
Mireya Espinoza
Corporate Communications
Information & Communication Technologies
(210) 247-3870
Craig Hays
VP of Sales, North America
Information & Communication Technologies
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Ashwin Iyer
Global Program Director
Contact Centers
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