97成人免费视频,97视频免费公开成人福利,免费视频99,99婷婷,国产伊人久久,亚洲视频欧美,国产精品福利久久

 首頁 > 新聞 > 市場 >

[英文]Frost&Sullivan:2011年聯(lián)絡中心市場發(fā)展

2011-01-30 00:00:00   作者:   來源:   評論:0  點擊:


The Australian contact centre applications market will increase, including a shift to Cloud computing and a strong focus on social media, according to market analyst firm Frost & Sullivan.
The firm’s recent assessment found that the contact centre applications market will grow at an annual rate of 7.5 per cent nationwide over the next five years.
The assessment also found early adopters of call centre applications may need to seek upgrades over the coming 12 months.
"Many early adopters of call centre applications, such as automatic call distribution and interactive voice response, now need to update or replace their solutions," a statement from Frost & Sullivan read.
In addition, 2011 will be a big year for unified communications and social media in the contact centre market.
The analyst firm predicts unified communications will bring together multiple mediums, including chat, video and collaboration while social media will become more integrated with contact centre applications.
"Vendors will begin to integrate social media more tightly with their core contact centre applications, enabling agents to gain a consolidated view of customer interactions," the statement read.
According to Frost & Sullivan, the trend of Cloud computing will continue into 2011, although the firm predicts it will take longer than this year to achieve, with Cloud-based solutions eventually changing infrastructure overheads and favour smaller companies as a result.
Other predictions for the contact centre market included the trend of acquisitions, made popular in 2010 in the technology sector thanks to companies like McAfee, making its way into the contact centre market.
"Expect acquisitions as major vendors seek to gain control over the social media and analytical tools that are fast becoming a critical component of contact centre customer service," a Frost & Sullivan statement read.

CTI論壇報道

相關閱讀:

分享到: 收藏

專題

德兴市| 菏泽市| 五大连池市| 乐业县| 安阳县| 婺源县| 论坛| 德江县| 枣庄市| 凤阳县| 高邑县| 南京市| 维西| 开远市| 罗甸县| 江油市| 哈巴河县| 东乌珠穆沁旗| 广宗县| 门头沟区| 浦东新区| 阜康市| 轮台县| 天全县| 广水市| 南昌县| 资溪县| 新化县| 会理县| 南宁市| 澄江县| 余姚市| 陇南市| 安徽省| 富蕴县| 方山县| 大荔县| 长春市| 大理市| 云阳县| 工布江达县|