|
Market Research Report
The market for contact center queuing solutions
| Published by |
Ovum, Ltd. |
| Published |
July, 2010 |
Product code |
126115 |
| Content info |
Pages: 13 |
| Price |
|
|
The market for contact center queuing solutions published by Ovum, Ltd. in July, 2010. This report consists of Pages: 13 and the price starts from US $ 895.
Abstract
By its broadest definition, virtual queuing allows callers waiting on hold for
an agent to hang up without losing their place in the queue. Though not a new
solution, virtual queuing is not common, despite the way in which it allows
enterprises to differentiate via customer service. Despite all of the recent
investments in self-service automation and solutions that optimize agent
productivity, virtual queuing solutions seem to be a neglected area. When
properly deployed, they can offer genuine business benefits, improve customer
satisfaction levels, and reduce contact center staffing costs.
Table of Contents
Executive summary
In a nutshell
Ovum view
Key messages
Market developments
Introduction
Defining virtual queuing solutions
Differentiation between FIFO and scheduled callbacks
Varying degrees
of complexity
Technological developments create investment
opportunities
SIP drives investment
New demand for a hosted solution
Customer impact
The missing link
Key drivers for investment are
reducing agent costs while boosting customer satisfaction
Barriers to
adoption
Uptake in the marketplace
Competitive landscape
Solutions of varying complexity
Avaya
Cisco
Alcatel-Lucent
Interactive Intelligence
Virtual Hold
Recommendations for
enterprises
Recommendations for vendors
|
