Recent Study: 2009 Business Trends: multichannel strategies in the contact center

March 14, 2010 - PRLog -- This business trends study is part of Ovum Enterprise's Customer Interaction Technologies research. A survey was taken, asking 200 contact center managers about their IT budgets, investment plans, and channel priorities.

The study is broken down into five sections. Each section is summarized at the beginning before being shown graphically. The report includes segmentation by region and vertical.

Section 1 - Demographics: This provides a breakdown of the sample by country, contact center size band, number of employees and vertical market.

Section 2 - IT budget trends: This covers how IT budgets have changed from 2008 and if enterprises are planning to increase or decrease them in 2010. It also provides information on how enterprises' IT budgets are split by technology and provider and which positions have the most influence over contact center decision making

Section 3 - Strategic goals and business objectives: This section indicates enterprises' key goals and business objectives for 2009 and 2010. It looks at how IT budget trends affect priorities in the contact center.

Section 4 - Multi-channel priorities: This addresses enterprises' most used channels, looking at investments in emerging channels such as social media, SMS and video. It includes information on use of web self-service tools, customer surveying and training needs.

Section 5 - Vendor selection criteria: Enterprises were asked about their key criteria for choosing a multi-channel contact center vendor and hosted services provider.

For more information or to purchase this report, go to:
-  http://www.fastmr.com/prod/51142_2009_business_trends_mul...


Report Table of Contents:

Executive summary
In a nutshell
Ovum view
Helping government work smarter
Key messages
Overview of the ICT strategy
Enabling transformation
Laying the foundations
Four key areas
G-Cloud
Proposed strategy
Drivers and challenges
G-AS
Introducing a new world

List of Tables
Table 1: UK government ICT strategy: 14 strands of activity

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.