Contact Center Solutions Featured Article

CEO and co-founder of IQ Services Expecting Big Changes in Contact Center Space

August 26, 2008

The biggest changes coming in the contact center space will likely be the transition to IP contact center technology, including unified communications and deployment of virtual agents, according to James Jenkins, CEO and co-founder of IQ Services (News - Alert). Jenkins will be a featured speaker at the upcoming INTERNET TELEPHONY Conference & EXPO West in Los Angeles.
 
The widespread adoption of VoIP in the contact center has led to measurable benefits for the organizations that deploy it, such as significant cost savings; increased productivity; and new and innovative ways to serve customers. And Jenkins will be discussion this subject and more during the “Planning Ahead for Optimal Contact Center Deployment” session at on Tuesday, Sept. 16 from 2:45-3:30pm.
 
Jenkins recently took some time out of his busy schedule to discuss these trends.
 
What is the biggest trend you are seeing in the contact center space?

The transition to IP contact center technology, including unified communications and deployment of virtual agents.

What should contact center decision makers know before upgrading their systems?

Transitioning to the latest, highly integrated technology is complicated and the traditional risks and issues are being replaced with new risks that can undermine the success of a new contact center solution.

Where is the most call center growth taking place – US or abroad?

I believe there will continue to be growth in both the US and abroad. The trend toward outsourcing contact centers internationally will slow down significantly and some contact centers will evolve back to the US.

How is UC changing the contact center space?

It reinforces the concept of virtual contact centers and agents and will result in significantly less frustration in getting to the right resources when you need support.

Is Web integration in contact centers finally happening?
Yes.

How is Microsoft’s (News - Alert) entrance into the market changing it?

It will add functionality and drive the pricing of the new technology lower.

What is one surprise we will see in the contact center space in the next year?

An increasing number of contact centers will return to the US concurrent with the implementation of unified communications and increasing use of virtual contact center technology.

Why should people come to hear you speak at Call Center 2.0 and what will you be discussing?

To get insight and information about how they can cost effectively reduce the technical, schedule, and financial risks associated with implementing new contact center solutions. The consequences of poor deployments and poor post deployment system performance are unsatisfied customers and missed ROI objectives.   

Rich Tehrani is President and Group Editor-in-Chief of TMC. In addition, he is the Chairman of the world�s best-attended communications conference, INTERNET TELEPHONY Conference & EXPO (ITEXPO (News - Alert)). He is also the author of his own communications and technology blog.

Edited by Tim Gray

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!