"Speech Recognition"

"Intello Applet & Intello Analytics, Our own Inhoused developed applications for managing calls and providing us with detailed reporting."

"Web self service and knowledge management. I think they certainly have a place and make it easier for your customer to get some of the answers they need. I don't think its right for complicated offerings but how many of your calls are about simple things like opening hours or account balances."

"New ip phone and new technlogy of contact center"

"Call Recording and Quality Management software"

"I think Virtual Hold will play and even larger part in 2009 than it has in 2008. This will help us best serve our merchants and meet our SLA's in an efficient manner."

"Speech Recognition IVR and Virtual Contact Center"

"Getting back to basics, using what tools we have better."

"Moving our Windows based application to a web based application is the one thing that would help us improve our quality and efficiency. It would also help reduce the training time by half and allow us to develop tools the CSRs could use that would simplify their jobs."

"Hosted scheduling software; no burden on the current infrastructure, easy to maintain, and fast."

"Implenting/installing VoIP in centers with the hopes of some good cost savings."

"I'm sure that the most exciting technology in 2009 will be the chat. I think that the use of chat in 2009 may increase as never increased in the world. The companies may have attention that, with the crisis, people may choose less cost channels to contact them. Internet, today, works like a basic service. Like water or like electrical energy. But the telephony runs to other side. Telephony may be expensive in a world that fight with a hard financial crisis."

"Dashboard analysis of business. This technology will give us simple overviews of key components of our business which will help us identify outliers in performance. Identification of such will help us create targeted solutions to drive improvement."

"Call load forecasting software is something that really helps plan ahead. We would like something that integrates with our live data that can producve short and long term call load foreacsts. We don't know where to fuind it but we are looking for it in 2009."

"IP platform to allow friendly features customised to customers needs(ICMF). Now that customers are willing to pay for a good service by the servic eprovider."

"Call recording technology - it is a key training tool for our contact centre staff"

"CRM. Have a good CRM system we can do a lot of activity for customer, tracking customer behaviour do cross-selling/upselling, tracking and handling trouble tickets faster and more efficiently"

"VoIP. The cost reduction, improved quality and platform redundant flexibility gives our clients more options and improved turnaround time to make changes. VoIP has also helped leverage our current fiber providers for better rates."

"I am very interested in voice analytics if they drill down to inference & voice modulation they are insightful tools both for fraud indicators & Customer satisfaction. As I think what customers dont say is almost as important as what they do say."