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Article : Technological Impacts of 2010

Every time the year changes, we look forward to what the new year will bring. 2010 is no different – most people have a positive outlook that this year will bring better things than 2009. That includes the positive impact technology will have on the industry over the next 12 months.

Ken Reid
Marketing Director
United Kingdom

"Possibly automated technology, where the customer could get their answer faster at a cheaper cost to the provider – although if this is not done in the right way, it could actually alienate customers.

Also multichannel technology which will give the customer a single view of the supplier. Contact centres are rapidly moving towards a multi-channel future, with email, SMS/Text and web chat increasing. This presents specific challenges, such as the need to have agents who have the relevant technical and IT skills to work with it.
So contact centres need to have systems that can be updated and that are simple enough for staff to use.

Owing to its strong research and development ethic and years of experience in the field, Rostrvm provides simple, cost-effective, bolt-on products.

With the ultimate vision of Unified Communications in mind and seamless use of multiple channels, it is no surprise that every single system that Rostrvm has installed for contact centres in 2009 has included Voice over IP. Advances in technology have meant that VoIP now offers a stable infrastructure, enabling many businesses – and not just the largest – to save on equipment, software, network maintenance and administration, management and operational costs."

About IMImobile

IMImobile is a cloud communications software and solutions provider that enables companies to harness mobile and digital technologies to better communicate and engage with their customers. Organisatio... (read more)
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"I think performance related technology will be instrumental in ensuring that Customer Service excellence continues to be delivered effectively. I also think Speech analytics will begin to have an interest in the marketplace. However, budget constraints may prevent the procurement of this, at this stage."

Lou Krost
VP Workforce Optimization
United States

"Workforce Management systems (namely eWFM) will lead the call center industry in 2010 to enormous savings. With 70% of call center overhead tied to FTE, huge gains will be realized in the way of budgetary cost avoidance. If Aspect continues to focus intently on enhancing their Collections modules, they will surpass their competition at even greater lengthes and reap a harvest of new customers."

Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"Social networks - facebook. chat, web collaboration."

About Skupina ČEZ

The CEZ holding is a power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for the whole s... (read more)
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"The "contact center in the cloud""

About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty

"SELF SERVICE technologies are rapidly improving and companies are constantly looking for new ways to provide answers to their standard customer queries. So, in the near future many customers will take care of themselves with intelligent and interactive self-service tools, and therefore, contact center employees will have to be experienced and emotionally intelligent who will mainly be dealing with special inquires and more complicated cases."

Dru Phelps
4D Value Partner, in private practice
United States

"Technology will outsource specialized system needs or as I call it 'resource' to optimize their practice. The 'try before you buy' concept has great merit when saving cost and development time. Or make it easy for callers to use 'Self-service' to ease workload."

Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec

"Virtualization of agents , of working from anywhere in the world to serve a customer anywhere"

Colette Yee
Director of Strategic Marketing
United States

"Speech analytics is the technology to watch in 2010. It provides the breakthrough transparency (insight) on people performance, process effectiveness and end-customer experience that will revitalize the contact center industry and propel it to a more prominent role within the organization. Other business units will be looking towards the contact center for insights on product usability, customer needs, campaign effectiveness, competitive information, website abandon reasons, back-office bottlenecks, as well as, for liability protection.

By automating the recognition and analysis of unstructured human-to-human conversations in a non-intrusive and highly scalable way, speech analytics is able to dive into both the customer and agent side of the equation for comprehensive root cause investigation, trend analysis and hypothesis validation. It uncovers the first call resolution per issue per agent, the customer satisfaction per product per agent, among others. It further provides targeted recommendations for quality assurance, agent coaching, process improvements, sales conversion factors and customer satisfaction drivers. This enables executives to focus their investments and efforts on the areas that will give them the biggest bang for the buck.

Moreover, speech metrics can be easily tied back to operational and corporate KPIs like average handle time, resource utilization, customer satisfaction, first call resolution, sales conversion rate, collections promise-to-pay and customer propensity to churn. This allows the contact center to be fully aligned with corporate performance goals and metrics."

About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
Robert Nana Mensah
Communication Consultant
African Business Communication

"The telephone and internet/email"

Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Real time, actionable cloud based survey and customer analytics software that is tightly linked to a CRM solution"

About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"CRM technologies still tops my list."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
Daman Adlakha
General Manager

"If VOIP is implemented then this technology would be a boon for the call center industry."


BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
Jennifer McLeod
VP of Business Development
Teleperformance Canada

"Email and real time chat capabilities along with voice analytics. I believe the establishment and/or enhancement of a robust CRM system will also be a strong focus in the next 12 months for all companies."

About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (read more)

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Shorten Your Recruitment Process

Read today's tip or listen to it on podcast.

Published: Tuesday, January 5, 2010

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2023 Buyers Guide Visual Communications

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Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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