|By PR Newswire||
|November 8, 2012 07:17 PM EST||
FARMINGTON, Conn., Nov. 8, 2012 /PRNewswire-iReach/ -- Firms are recognizing that customers have increasingly more influence over how they interact with companies. Contact centers are changing in terms of their strategy and operational delivery. A few noteworthy trends to watch out for include: implementing more advanced knowledge management tools; moving to cloud-based infrastructures; and optimizing through IVR analytics.
Global Information Inc (GII) recommends three excellent global market for contact centers reports from our premium market research partner DMG Consulting LLC. These reports provide hard data, critical insights and recommendations to build effective strategies that translate into actionable tactics with practical, revenue-generating initiatives to help cost centers improve operations, reduce costs and enhance service quality.
2012 - 2013 Cloud-Based Contact Center Infrastructure Market Report
The Great Recession opened the door for the cloud to finally become a reality for contact center solutions. Companies that needed contact center infrastructure but did not want to make large capital expenditures gave the cloud a try as a short-term solution, and soon realized there were more benefits than challenges. DMG expects to see the rapid adoption continue, even as the economy strengthens, now that organizations appreciate the benefits of these solutions.
Over the last three years, adoption has nearly tripled from 2.2% to 5.9%, with the number of seats growing from 268,794 in 2008 to 871,717, as of the end of June 2012. Rapid adoption will continue to drive and speed the pace of innovation as larger companies consider moving their contact centers to the cloud. Cloud-based contact center infrastructure vendors are agile, innovative, and delivering new functionality to market quickly. DMG projects that the cloud-based contact center infrastructure market will continue to build momentum, growing by 45%, 40%, 40% and 35%, each year, respectively, between 2012 and 2015. DMG estimates that a minimum of 18.1% of all contact center seats will be in the cloud by the end of 2015.
The 433-page 2012 Cloud-Based Contact Center Infrastructure MarketReport covers all aspects of this booming and highly competitive IT sector. It analyzes 13 vendors in total, six at an in-depth level, including 8x8 (Contactual), Echopass, Five9, inContact, Interactive Intelligence and NewVoiceMedia. Seven others are reviewed at a slightly higher level, including Cisco, Connect First, Enghouse, Magnetic North, NexxPhase, VoltDelta and West.
An Executive Summary for this report and free sample pages from the full document are available at http://www.giiresearch.com/report/dmg250312-cloud-based-contact-center-infrastructure-market.html
2012 - 2013 IVR Analytics Product and Market Report
The global market for IVR has changed and advanced tremendously in recent years, due to improvements in technology and best practices. IVR systems handle between 10% and more than 90% of incoming calls in the contact centers that use them. While IVRs help reduce agent time and costs, most of them are neither utilized effectively nor optimally designed to deliver the best possible customer experience. IVR analytics is a first step in the optimization process. By systemically evaluating the "whole call", companies can improve the overall customer experience across all channels, automated and live, and increase containment rates.
The 2012 IVR Analytics Product and Market Report, covers all aspects of this emerging market. It features a detailed analysis of the three leading IVR analytics vendors who can integrate with any third-party or home-grown IVR application – BBN Technologies, ClickFox and Nuance. It also has an appendix with a detailed list of competitors.
An Executive Summary for this report and free sample pages from the full document are available at http://www.giiresearch.com/report/dmg250307-ivr-analytics-product-market-report.html
2012 Contact Center Performance Management Market Report
Contact center performance management (CCPM) is a mission-critical tool for capturing and analyzing all aspects of a contact center or department's performance, and for rapidly identifying when goals are not being met. Although it has many benefits for agents, contact centers, enterprises, and customers, CCPM's adoption has been slow – a key issue being lack of clarity about its contributions and benefits. Despite these challenges, however, the number of agents using some CCPM increased in the calendar year 2012. Total CCPM seats grew from 483,949 in September 2006 to 1,731,138 in April 2012, a compounded annual growth rate (CAGR) of 25.6%. DMG projects the number of CCPM seats to grow by 12%, 14%, 14% and 12% in each of the four years from 2012 to 2015, respectively. DMG also expects downward pressure on the price per seat, as vendors compete aggressively to win customers. This will give prospects a great opportunity to negotiate a favorable deal.
This fifth annual edition of the report on the global market for contact center performance management features comprehensive vendor, product, functional, technical and pricing information, as well as insight into market trends and challenges, customer satisfaction with vendors, and implementation best practices.
An Executive Summary for this report and free sample pages from the full document are available at http://www.giiresearch.com/report/dmg247484-contact-center-performance-management-market.html
About Global Information Inc. Global Information (GII) (http://www.giiresearch.com) is an information service company partnering with over 300 research companies around the world. Global Information has been in the business of distributing technical and market research for more than 25 years. Expanded from its original headquarters in Japan, Global Information now has offices in Korea, Taiwan, Singapore, Europe and the United States.
SOURCE Global Information, Inc.
With the proliferation of connected devices underpinning new Internet of Things systems, Brandon Schulz, Director of Luxoft IoT – Retail, will be looking at the transformation of the retail customer experience in brick and mortar stores in his session at @ThingsExpo. Questions he will address include: Will beacons drop to the wayside like QR codes, or be a proximity-based profit driver? How will the customer experience change in stores of all types when everything can be instrumented and a...
Aug. 27, 2015 06:15 PM EDT Reads: 380
As more and more data is generated from a variety of connected devices, the need to get insights from this data and predict future behavior and trends is increasingly essential for businesses. Real-time stream processing is needed in a variety of different industries such as Manufacturing, Oil and Gas, Automobile, Finance, Online Retail, Smart Grids, and Healthcare. Azure Stream Analytics is a fully managed distributed stream computation service that provides low latency, scalable processing of ...
Aug. 27, 2015 05:45 PM EDT
Any Ops team trying to support a company in today’s cloud-connected world knows that a new way of thinking is required – one just as dramatic than the shift from Ops to DevOps. The diversity of modern operations requires teams to focus their impact on breadth vs. depth. In his session at DevOps Summit, Adam Serediuk, Director of Operations at xMatters, Inc., will discuss the strategic requirements of evolving from Ops to DevOps, and why modern Operations has begun leveraging the “NoOps” approa...
Aug. 27, 2015 02:30 PM EDT Reads: 301
In today's digital world, change is the one constant. Disruptive innovations like cloud, mobility, social media, and the Internet of Things have reshaped the market and set new standards in customer expectations. To remain competitive, businesses must tap the potential of emerging technologies and markets through the rapid release of new products and services. However, the rigid and siloed structures of traditional IT platforms and processes are slowing them down – resulting in lengthy delivery ...
Aug. 27, 2015 02:15 PM EDT Reads: 508
In their Live Hack” presentation at 17th Cloud Expo, Stephen Coty and Paul Fletcher, Chief Security Evangelists at Alert Logic, will provide the audience with a chance to see a live demonstration of the common tools cyber attackers use to attack cloud and traditional IT systems. This “Live Hack” uses open source attack tools that are free and available for download by anybody. Attendees will learn where to find and how to operate these tools for the purpose of testing their own IT infrastructu...
Aug. 27, 2015 02:00 PM EDT Reads: 299
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
Aug. 27, 2015 02:00 PM EDT Reads: 323
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
Aug. 27, 2015 01:00 PM EDT Reads: 285
SYS-CON Events announced today that G2G3 will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based on a collective appreciation for user experience, design, and technology, G2G3 is uniquely qualified and motivated to redefine how organizations and people engage in an increasingly digital world.
Aug. 27, 2015 11:30 AM EDT Reads: 386
The Internet of Things (IoT) is about the digitization of physical assets including sensors, devices, machines, gateways, and the network. It creates possibilities for significant value creation and new revenue generating business models via data democratization and ubiquitous analytics across IoT networks. The explosion of data in all forms in IoT requires a more robust and broader lens in order to enable smarter timely actions and better outcomes. Business operations become the key driver of I...
Aug. 27, 2015 10:45 AM EDT Reads: 313
SYS-CON Events announced today that DataClear Inc. will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. The DataClear ‘BlackBox’ is the only solution that moves your PC, browsing and data out of the United States and away from prying (and spying) eyes. Its solution automatically builds you a clean, on-demand, virus free, new virtual cloud based PC outside of the United States, and wipes it clean...
Aug. 27, 2015 10:30 AM EDT Reads: 304
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of tech...
Aug. 27, 2015 10:00 AM EDT Reads: 120
Culture is the most important ingredient of DevOps. The challenge for most organizations is defining and communicating a vision of beneficial DevOps culture for their organizations, and then facilitating the changes needed to achieve that. Often this comes down to an ability to provide true leadership. As a CIO, are your direct reports IT managers or are they IT leaders? The hard truth is that many IT managers have risen through the ranks based on their technical skills, not their leadership ab...
Aug. 27, 2015 07:00 AM EDT Reads: 189
Through WebRTC, audio and video communications are being embedded more easily than ever into applications, helping carriers, enterprises and independent software vendors deliver greater functionality to their end users. With today’s business world increasingly focused on outcomes, users’ growing calls for ease of use, and businesses craving smarter, tighter integration, what’s the next step in delivering a richer, more immersive experience? That richer, more fully integrated experience comes ab...
Aug. 27, 2015 06:15 AM EDT Reads: 508
IBM’s Blue Box Cloud, powered by OpenStack, is now available in any of IBM’s globally integrated cloud data centers running SoftLayer infrastructure. Less than 90 days after its acquisition of Blue Box, IBM has integrated its Blue Box Cloud Dedicated private-cloud-as-a-service into its broader portfolio of OpenStack® based solutions. The announcement, made today at the OpenStack Silicon Valley event, further highlights IBM’s continued support to deliver OpenStack solutions across all cloud depl...
Aug. 27, 2015 05:00 AM EDT Reads: 124
Red Hat is investing in Tesora, the number one contributor to OpenStack Trove Database as a Service (DBaaS) also ranked among the top 20 companies contributing to OpenStack overall. Tesora, the company bringing OpenStack Trove Database as a Service (DBaaS) to the enterprise, has announced that Red Hat and others have invested in the company as a part of Tesora's latest funding round. The funding agreement expands on the ongoing collaboration between Tesora and Red Hat, which dates back to Febr...
Aug. 27, 2015 04:00 AM EDT Reads: 252
Organizations from small to large are increasingly adopting cloud solutions to deliver essential business services at a much lower cost. According to cyber security experts, the frequency and severity of cyber-attacks are on the rise, causing alarm to businesses and customers across a variety of industries. To defend against exploits like these, a company must adopt a comprehensive security defense strategy that is designed for their business. In 2015, organizations such as United Airlines, Sony...
Aug. 27, 2015 04:00 AM EDT Reads: 364
U.S. companies are desperately trying to recruit and hire skilled software engineers and developers, but there is simply not enough quality talent to go around. Tiempo Development is a nearshore software development company. Our headquarters are in AZ, but we are a pioneer and leader in outsourcing to Mexico, based on our three software development centers there. We have a proven process and we are experts at providing our customers with powerful solutions. We transform ideas into reality.
Aug. 27, 2015 03:45 AM EDT Reads: 409
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies leverage disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 17th Cloud Expo, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advance...
Aug. 26, 2015 08:00 AM EDT Reads: 156
Akana has announced the availability of the new Akana Healthcare Solution. The API-driven solution helps healthcare organizations accelerate their transition to being secure, digitally interoperable businesses. It leverages the Health Level Seven International Fast Healthcare Interoperability Resources (HL7 FHIR) standard to enable broader business use of medical data. Akana developed the Healthcare Solution in response to healthcare businesses that want to increase electronic, multi-device acce...
Aug. 26, 2015 07:00 AM EDT
SmartBear Software has updated its API tools, ServiceV for API service virtualization and LoadUI NG for API load testing, to accelerate development and testing processes in Agile teams. Updates to ServiceV enable software teams to rapidly build advanced mocks from real-time API traffic and quickly switch between virtualized “mock” services and actual APIs during diagnostic, load or integration testing in the continuous delivery lifecycle.
Aug. 21, 2015 11:00 AM EDT Reads: 295