BPA Featured Article

Telco's Debut in Europe

By Stefania Viscusi, Assignment Desk Editor
January 16, 2006

There was once a time when telecommunications and customer service didn't even exist in the same theory. However the expansion of customer service to include an array of telecommunications has prompted Telcom companies to take on the newest necessity in Customer Relations Management, the European market. According to a recent Datamonitor Market Research report, traditional contact centers no longer meet advanced customer needs.
While the European market has depended on traditional call centers to meet consumer's needs, the rest of the contact center world has continued to evolve to include multi-functional ways of contacting. From email to VoIP and even text messaging, the different ways for customers to communicate with call centers has become limitless. Along with these many forms of communication comes the impossibility of survival for traditional call centers that rely mostly upon in and out bound calling and direct mailing.
As a way of strengthening CRM, these new call centers, making their debut in the European market, will utilize hosted services. The new hosted Telco services will allow the European end user to reach a contact center via text message, email, phone, cell, or even fax.
These type of hosted services will only continue to grow. In fact, according to a May 2004 analyst report, Datamonitor found that "By 2008 the global market for contact center component technology will have grown to 5.1 billion." 
For more information on this Datamonitor Report please visit http://www.researchandmarkets.com/reports/c30687