A new year always brings with it an opportunity to reset, reevaluate, reassess, or any other “re” word that might fit here. For contact centers this reexamination (I knew I could come up with another one) is no different. At the beginning of each of the last three years, I’ve teamed up with Art Schoeller from Forrester Research (BTW, Art is a really smart guy) to look at the hot trends in the contact center space and what those trends might mean for businesses who have deployed contact centers as a way to interact with their customers. The on-demand version [...]
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Today, the term “cloud” seems to permeate every discussion and every bit of writing on the subject of contact center and business communications. It is the fastest growing segment of those industries by a long shot. Well-respected analyst firm, DMG Research, recently published in their comprehensive 433 page Cloud-Based Contact Center Infrastructure Market Report, that the cloud contact center market will grow 45% in 2012. That compares with single digit growth for its premise-based counterparts. If you look just at Interactive Intelligence as an example, our cloud based contact center business has been the fastest growing segment of our business [...] Last week I spent some time at an event on ‘big data’ in the insurance industry. The one-day seminar featured speakers from Gartner, IBM, and panelists from insurance technology providers and carriers. Throughout the sessions, interesting and innovative ideas were presented around the concept of making the most of the data and the business intelligence we have. With that said, I saw three main themes: How to use this data for predictive insight How to assess risk and fraudulent activity How to remain competitive and profitable What I found interesting was that of all these concepts, very few presenters spoke [...] According to a recent Gartner survey, Cloud Services Brokerage (CSB) is playing a larger role in the future of IT services. So what is it and why should we care in the world of customer care? Are more and more of your customer care (and other) applications moving to the cloud now that concerns have been addressed? If so, you are likely facing three new and interesting business challenges. How to manage varying contract, billing and support terms of various cloud services How to integrate multiple cloud applications to deliver end-to-end services How to augment functionality offered by cloud [...] |
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