The current trend in the call center space is to move from the standard analog environment to one that embraces Voice over Internet Protocol (VoIP). By integrating voice and data on the same network, agents within the VoIP call center environment have greater access to information that will help them address the needs of the customer, while adhering to the policy of the corporation.
At the same time, the VoIP call center is also starting to embrace the role of social media in the customer care landscape. Not only is this channel an additional opportunity for interactions, it also offers significant access to a wide audience base for advertising revenues. A recent PowerNet Global (News - Alert)
blog post highlights the shift in the industry.
According to PowerNet Global, the global revenue within social media channels will grow by $9 billion thanks to advertising. With a projected $17 billion total, advertising will be responsible for a significant chunk. This increase from 2011 is due in part to the social media signals turning up in mobile, search and premium ad displays.
Gartner (News
- Alert) Senior Research Analyst Neha Gupta shared estimates that in 2012, more than one billion people throughout the global marketplace will use social networks. While nearly all websites have a social element to them, most e-mail services have also integrated chat rooms for users. Travel booking sites, as well as music sites, are now allowing users to leave messages about their experiences.
Other industry reports suggest that tablets will lead the industry within two years in terms of mobile ad revenue. Tablets will be the primary platform for reaching the target market as their use is starting to surpass even that of the smartphone.
With the arrival of the
Olympic games, reports are showing that most users will use their tablets or other mobile devices to stream and watch the games. With the integration of social media in these platforms, advertisers have the opportunity to reach a wider – and more targeted – market base, with a lower output in cost.
For the VoIP call center, this is an opportunity for growth as well. Advertising offers generally include a call to action, whether that means to call a company, visit a website or complete a transaction. The VoIP call center agent will be called on to assist in many a process.
The more satisfactory the interaction is for the customer, the more revenue opportunity there is for the company. The more revenue, the bigger the advertising budget via social media channels – and the opportunities continue to grow.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Jamie Epstein