IP Contact Centers: customer retention has become the key benefit
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15 April 2009 | Published by Datamonitor
The competitive landscape for IP contact centers (IPCC) has shifted significantly over the past three years
London – Traditional contact center infrastructure vendors face few greenfield opportunities in the large enterprise market in mature geographies. This, according to independent market analyst Datamonitor, has caused them to change their sales and marketing strategies, focusing much less on the benefits of the transition from time division multiplexing (TDM) to internet protocol (IP) and much more on topics such as unified communications (UC) for the contact center and ways to connect the enterprise with the branch and the contact center. The report “Decision Matrix – Selecting an IP Contact Center Vendor,” which provides a comparative analysis of the top IP contact center vendors in the enterprise market, says that IP contact center vendors have begun to offer unified product lines, aiming for common administration and reporting, common user interfaces and functionality far beyond basic routing.
Notes to editors
Related Research
Datamonitor’s report “Decision Matrix – Selecting an IP Contact Center Vendor” provides a comparative analysis of the top IP contact center vendors in the enterprise market. It has an overview of the competitive landscape and drill downs into each vendor covered in the report. Data provided in the report comes from analysis from extensive interviews with major IP contact center vendors, a detailed tech assessment of vendors' products and solutions and an assessment of vendors' strategies.
Further Information
Ian Jacobs, senior analyst for customer interaction technologies at Datamonitor, is available for comment.
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Datamonitor is a leading provider of online database and analysis services for key industry sectors. We help our clients, 5000 of the world's leading companies, to address complex strategic issues. Through our proprietary databases and wealth of expertise, we provide clients with unbiased expert analysis and in-depth forecasts for seven industry sectors: Automotive, Consumer Markets, Energy, Financial Services, Pharmaceuticals and Healthcare, Technology, Transport and Logistics.
