SAN MATEO, Calif.—(BUSINESS WIRE)—May 10, 2007 — Ventana Research rolls out new research that indicates big opportunities for cost savings, improved effectiveness and enhanced customer service are within reach for contact centers. But the study, “Customer Interaction Technologies,” also reveals that unless centers make better use of innovative technologies and implement new customer-focused measures, it will be difficult to understand and improve performance.
“The handling of customer interactions has always come under severe pressure as companies seek to reduce the overall cost of dealing with customers,” said Richard Snow, VP & Research Director – Contact Center Performance Managementat Ventana Research. “New tools that provide access to vital business and customer information will revolutionize how contact centers handle customers and allow these organizations to make better, more informed business decisions.”
Ventana Research will expand on the research, Customer Interaction Technologies, at a webinar that can be accessed after registration.
Listen to the webinar.
Among the key findings, Ventana Research reveals:
Major Trends will Impact Bottom Line:
-- IP Contact Centers on the rise. 36% of respondents have implemented a VoIP-based contact center system (up from 30 percent in 2006 study).
--Virtualization gathering speed. VoIP and other technologies assist cost-effective and smart routing. 21% of the respondents now route to employees in business units outside the contact center, 17% to mobile workers and 10% to home-based workers.
--Cost center to profit center. 35% of centers have trained agents specifically to sell, and 29% say advanced profiling and thorough customer data will increase sales.
New Opportunities through Technology:
--More data, more knowledge. While unstructured data is growing 15-35%, less than 18% of respondents’ companies have deployed business intelligence tools to analyze and use the data.
--New channels of communication. Companies are using instant messaging (26%) and video (12%) to communicate with customers, and many are planning proactive outbound contact using text (22%), voice mail (19%) and automatic response to e-mail (45%).
The research, sponsored by technology providers Genesys, an Alcatel-Lucent Company, and IBM, is based on an analysis of 395 validated respondents from companies of all sizes, from all major market segments and from companies with contact centers ranging from less than 10 seats to more than 2,000. The survey was conducted with the assistance of media partners that included CCF, Contact Professional, ICCM, Intelligent Enterprise, Montgomery Research and TMCnet.
About Ventana Research
Ventana Research is the leading research and advisory services firm focused on the intersection of people, processes, information and technology to enable breakthrough performance. By providing expert insight and detailed guidance, Ventana Research helps clients operate their companies more efficiently and effectively. To learn how Ventana Research Performance Management workshops, assessments and advisory services can impact your bottom line, visit www.ventanaresearch.com.
Media Contact: Marisela Reynoso
(925) 242-2579 marketing@ventanaresearch.com
© 2007 Ventana Research, Inc.
