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Research and Markets: 2014 North American Contact Center Systems Buyer's GuideDUBLIN --(Business Wire)-- Research and Markets (http://www.researchandmarkets.com/research/4f37zx/2014_north) has announced the addition of the "2014 North American Contact Center Systems Buyer's Guide" report to their offering. Choosing a contact center solutions partner is complex and poses dozens of options across systems, on-premise/cloud deployments, and business process out-sourcers (BPOs). This Buyer's Guide provides enterprise organizations with a fundamental assessment of contact center systems providers and their capabilities. The guide is divided into two sections: Section 1 provides analyst commentary on the most important market forces affecting contact center system trends for 2014. Section 2 highlights he top-performing contact center systems providers (as measured by their North American revenues). The guide is based on extensive primary and secondary research and offers market trends well into 2017 as well as in-depth supplier profiles. Market Trends: Experience matters. Just as contact centers have evolved, so have consumers. Today's consumers are increasingly techno-savvy and mobile. As a result, the two dominant trends of the past decade have been improving the Customer Experience and multichannel adoption. Frost & Sullivan is seeing a rise in the adoption of mobile applications that are targeted at customer care and the use of social media as a tool for engaging with customers. In fact, customer research shows that over the next two years use of social, mobile, chat, and the Web will all increase at the expense of the voice channel. Therefore, solution providers that build out these channels to provide better customer care will be better poised to maintain their share of the market. Companies Mentioned
For more information visit http://www.researchandmarkets.com/research/4f37zx/2014_north |
