"Three "cool" customer interaction technology companies in North America" Published

PRLog (Press Release) - Sep. 22, 2010 - Although a small set of companies have dominated the customer interaction and contact center technology markets for many years, smaller companies have quietly created exciting new technologies designed to improve the customer experience or increase operational efficiency. Flying under the radar in many cases, the innovative technology these companies offer can give enterprises a competitive edge by improving the customer experience. This research describes just three of the many "cool" companies that haven't yet registered on most contact centers' radar screens. While by no means an exhaustive list, enterprises should use this research to begin the process of evaluating new ways or channels to provide customer service. Technology providers, on the other hand, need to start thinking about partner versus buy versus build when it comes to these new technologies.

For more information or to purchase this report, go to:
-  http://www.fastmr.com/prod/76396_three_cool_customer_inte...

Report Table of Contents:

Executive summary
In a nutshell
Ovum view
The "consumerization" of enterprise tools in customer interaction
Fonolo: improve the calling experience
Ovum's view
Human resources drive operational improvement
FurstPerson: improve the customer experience through better people
Ovum's view
Virtual assistants make real-world gains
VirtuOz: creating chat deflection and better chat routing
Ovum's view
Recommendations
Recommendations for enterprises
Recommendations for vendors

List of Tables
Table 1:  The "cool" factor explained

List of Figures
Figure 1:  Fonolo's deep dialing experience for mobile devices and the Web

About Ovum

Ovum fully understands convergence across telecoms, IT services and software. They invest heavily in researching what is happening in a market that is dynamic and full of risk and reward, analysing the changes and identify the threats and opportunities ahead for their clients. Ovum's team has extensive experience in the sector and is dedicated to 'getting closer' - to the industries they advise on, to the people they work for, and ultimately to the real issues determining how ICT markets behave. Ovum maintains a fluid, highly collaborative structure that brings the right range of expertise to each situation.  View more research from Ovum at http://www.fastmr.com/catalog/publishers.aspx?pubid=1006

About Fast Market Research

Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.

For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.

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Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.