|[February 03, 2017]
Contact Center Infrastructure Market - Technavio Reveals Cost Saving Opportunities
According to the latest procurement intelligence report from Technavio,
contact center infrastructure market is expected to grow at a
CAGR of 9.4% over the next five years.
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Cost saving opportunities in the contact center infrastructure market from Technavio. (Graphic: Business Wire)
The research report titled 'Global
Contact Center Infrastructure: Procurement Intelligence Report 2017-2021'
provides an in-depth analysis of category spend, best procurement
practices and cost saving opportunities, aimed at helping organizations
achieve superior business performance. The report also provides insights
on pricing, supplier positioning, and top companies, enabling sourcing
professionals to improve their competitive advantage through procurement
"Building in-house contact centers are capital intensive, but buyers
from industries such as BFSI and healthcare are increasingly making
heavy investments to establish and maintain them to retain better
control over business processes and mitigate the threat of critical
business data theft," said lead Technavio procurement expert Angad
Singh for category
spend intelligence research. "As organizations are growing,
customer support departments also expand via deployment of suitable
infrastructure," added Angad.
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Cost saving opportunities in the contact center infrastructure market
The adoption of various cost optimization levers allows buyers of
contact center infrastructure to not only realize direct cost savings
but also enhance category management and value benefits (including
reduced procurement complexities).
Technavio procurement experts have segmented the cost saving
opportunities in the contact center infrastructure market into the
following value-enhancement opportunities:
Adoption of technology
Adoption of negotiation strategies
Optimization of procurement practices
Bundling of services
Adoption of technology saving aspects
Cloud-based infrastructure facilitates the easy storage and access of
information, easy upgrading of features and functionalities, fast
installation and deployment times, and reduced IT requirements and
capital expenses along with easy scalability. This type helps improve
the overall business processes of contact centers.
Customer queries are pushed and pulled from multiple media such as web
chats, social media, e-mail, and messaging via multimedia routing. The
data is routed in a unified manner, allowing customers to connect with
appropriate agents to solve their issues easily.
Optimization of procurement practices saving aspects
Large firms should engage in medium-term contracts (1-3 years) with a
preferred set of suppliers that can provide integrated offerings
(infrastructure, software, and services) for all projects scales (small,
medium, or large).
Organizations focus on customer acquisition, engagement, and retention,
and invest significantly in establishing and running contact centers.
Hence, it is essential for category managers to track and measure
supplier performance against a set of defined KPIs, which are agreed
upon by both parties during contract negotiations such as installation
and response times.
Bundling of services saving aspects
Bundling of services involves procurement of value-adds such as
maintenance, call recording, workforce optimization, and analytics with
suppliers' basic offerings. Buyers should assess suppliers' capability
to provide cross-functional services before adopting this strategy.
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is a leading global technology research and advisory company. The
company develops over 2000 pieces of research every year, covering more
than 500 technologies across 80 countries. Technavio has about 300
analysts globally who specialize in customized consulting and business
research assignments across the latest leading edge technologies.
Technavio analysts employ primary as well as secondary research
techniques to ascertain the size and vendor landscape in a range of
markets. Analysts obtain information using a combination of bottom-up
and top-down approaches, besides using in-house market modeling tools
and proprietary databases. They corroborate this data with the data
obtained from various market participants and stakeholders across the
value chain, including vendors, service providers, distributors,
re-sellers, and end-users.
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View source version on businesswire.com: http://www.businesswire.com/news/home/20170203005607/en/
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