Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, “Call Centers: A Global Strategic Business Report” has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe.
Call centers are seen as direct interface to the customers and are very essential in running a business effectively and to deliver high-quality service. Many of today’s call centers are implemented to deliver enhanced customer experience, retain customers, increase customer value, and create competitive advantages for businesses. In this scenario, costs alone do not drive development of call centers.
GIA analyzed that the improvement in internet technologies has led to the formation of the web-enabled call center built with features like simultaneous interactive voice, data services and data access over the internet.
GIA added that newer protocols such as Automatic Speech Recognition (ASR), Call Routing, Automatic Call Distribution (ACD), Voice Response Systems (IVR/VRU), VoIP, Computer Telephony Integration (CTI) and sophisticated CRM tools will soon become the norm in the call center markets.
Another growing influential factor that is affecting call centers across the globe is the cloud and cloud-based infrastructures which are one of the fastest growing verticals in the call center landscape. The cost and complexities involved in running premises based solutions and the emergence of cost-effective and efficient cloud alternatives are driving more companies towards the cloud. Small companies that face limited financial resources to fund the costs associated with the purchase, deployment and management of on-premises solutions are also finding cloud-based options to be very advantageous.