首頁>>廠商>>呼叫中心/CRM咨詢>>frost

[英文]Frost&Sullivan:2011年聯(lián)絡(luò)中心市場發(fā)展
2011 Year of Growth in Contact Centre Market: Frost & Sullivan

2011/01/30

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(bào)道


相關(guān)閱讀:
移動云計(jì)算服務(wù)將從2011年開始呈巨幅增長 2011-01-27
移動互聯(lián)網(wǎng)+智能終端助無線發(fā)展 手機(jī)安全成隱患 2010-12-22
Frost&Sullivan：無線互聯(lián)的三大陷阱 2010-10-22
Frost&Sullivan：無線互聯(lián)的三大趨勢 2010-10-21
SP業(yè)務(wù)的三個(gè)春天 2010-09-02

熱點(diǎn)專題:  呼叫中心  
分類信息:  呼叫中心_與_國外動態(tài)  呼叫中心_與_市場動態(tài)
 相關(guān)頻道:  聯(lián)絡(luò)中心    
 亚洲精品网站在线观看不卡无广告,国产a不卡片精品免费观看,欧美亚洲一区二区三区在线,国产一区二区三区日韩 满洲里市| 黔东| 衡阳市| 宁陕县| 荥经县| 岳西县| 安泽县| 彩票| 甘肃省| 玉龙| 东乡县| 松原市| 南雄市| 海宁市| 闸北区| 绍兴县| 郴州市| 大关县| 新野县| 靖安县| 腾冲县| 青海省| 上栗县| 大同县| 柘荣县| 鲁甸县| 随州市| 凉山| 肥乡县| 佛教| 广宁县| 大丰市| 临西县| 武隆县| 布尔津县| 大埔县| 遂宁市| 新蔡县| 林芝县| 壶关县| 城固县| http://444 http://444 http://444 http://444 http://444 http://444