Aberdeen Group Identifies Technology Trends and Investment Plans for Customer Contact Centers; Report Highlights Spending Priorities for Next 18 Months, Challenges Facing Executives.Business Editors/High-Tech Writers BOSTON--(BUSINESS WIRE)--April 8, 2003 Executives of customer contact centers are currently faced with the competing goals of improving the quality of customer service, reducing costs, and dealing with a rising number of customer interactions. The Customer Contact Center: Technology, Trends, and Investment Plans, 2003 - 2004, a new research report by Aberdeen Group Aberdeen Group is a provider of business-related research services. It has its headquarters in Boston, Massachusetts and belongs to the Harte-Hanks group. Founded in 1988, Aberdeen's research is used by over 2. , details how these executives are increasingly turning to new technologies and emerging business models in an attempt to deal with these challenges. The new report is the result of research performed by Aberdeen in partnership with CNET (body) CNET - Centre national d'Etudes des Telecommunications. The French national telecommunications research centre at Lannion. Networks, Inc. "It is not surprising that the executives responsible for CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. and contact center strategy are feeling pulled in different directions," said Christopher Fletcher Fletcher may refer to one of the following: Ideas and companies
The report identifies technology investment priorities for contact centers over the next 18 months, including multi-channel contact centers, IP contact centers, enterprise routing, and analytic tools. Among the report's findings, 45% of executives surveyed maintained that the contact center was a "critical" part of their company's product and customer strategy. In addition, 48% also identified "managing confusion and uncertainty over the introduction of new technologies" as a significant management challenge. This joint research initiative was designed to identify and measure the perceptions and priorities of executives regarding their company's customer contact center. The research was based on Aberdeen's belief that executives' perceived value of the contact center would directly impact a company's overall spending on related technology, and would correlate directly to understanding how investments in the technology will evolve over the next 18 months. The Customer Contact Center: Technology, Trends, and Investment Plans, 2003 - 2004 is available as a free download at www.aberdeen.com or CRM Access, Aberdeen's online community for CRM professionals, or by following this link: http://www.aberdeen.com/ab_company/hottopics/ccallcenter/default.htm About Aberdeen Group Founded in 1988, Aberdeen Group is a leading IT market analysis and positioning services firm that helps information technology vendors establish leadership in emerging markets. The firm provides IT market intelligence, positioning, and market acceleration services See Web page acceleration. to established and start-up technology companies. Aberdeen's consultants provide global IT market insights in more than 25 IT market segments. Research practices focus on emerging market opportunities, market growth rates Growth Rates The compounded annualized rate of growth of a company's revenues, earnings, dividends, or other figures. Notes: Remember, historically high growth rates don't always mean a high rate of growth looking into the future. , important industry trends, and customer buying patterns. The firm also helps clients identify new market opportunities, enter those markets successfully, and accelerate the adoption of new technologies. Headquartered in Boston, Massachusetts “Boston” redirects here. For other uses, see Boston (disambiguation). Boston is the capital and most populous city of Massachusetts.[3] The largest city in New England, Boston is considered the unofficial economic and cultural center of the entire New , Aberdeen has research and consulting divisions in Palo Alto, California “Palo Alto” redirects here. For other uses, see Palo Alto (disambiguation). Palo Alto (IPA: /ˌpæloʊˈʔæltoʊ/, from Spanish: palo: "stick" and alto: "high", i.e. ; and Fort Collins, Colorado The City of Fort Collins, a home rule municipality situated on the Cache la Poudre River along the Colorado Front Range, is the county seat and most populous city in Larimer County, Colorado. . Aberdeen is available via the Web at http://www.aberdeen.com/. About CNET CNET Networks, Inc. is a leading source of information and services for buyers, sellers, and suppliers of technology, including IS/IT professionals, enterprise decision makers, executives, and technology shoppers. As a top 10 Internet company with established Web sites throughout the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. , Europe and Asia, CNET Networks provides its content via the Web, wireless devices, broadband, radio and print. |
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