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Contact Center Solutions Featured Article

August 26, 2008

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

By Rich Tehrani

CEO, Technology Marketing Corporation

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

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