Abstract
Introduction
With the growth in IP, enterprises will be able to leverage business process
routing and unified communications to manage customer interactions across the
contact center and back office environments. The combination of workflows and
intelligent routing in an IP environment potentially can enable contact
centers to improve productivity, profitability and cost reduction.
Scope of this research
- Covers emerging routing concepts in contact center operations
- Provides an overview of strategies from leading vendors in the emerging
routing 2.0 space
- Illustrates case studies from innovative companies utilizing routing 2.0
to improve customer satisfaction
Research and analysis highlights
The buzz around routing 2.0 concepts is occurring in the context of numerous
market forces, including macro-economic conditions and the need for vendors to
increase their addressable market at a time when adoption of new technology
has slowed significantly, that can rightfully be seen as drivers.
Although a few enterprises are looking at the confluence of the recessionary
environment and greater access to transformative technologies as an
opportunity for something akin to a paradigm shift, most are looking for more
incremental changes. Routing 2.0 technologies arguably hold the promise for
both incremental and explosive changes.
Key reasons to purchase this research
- Understand the flood of new industry terms including: CEBP and unified
communications in the contact center
- Become familiar with the ways that vendors are approaching the problems of
adding communications and collaboration to existing business processes
- Learn how business consulting services becomes a greater necessity to
deploy routing 2.0 successfully
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