|
市場調查報告書
Routine 2.0：客服中心的CEBP及BPR策略
Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
| 出版商 |
Datamonitor |
| 出版日期 |
2009年06月 |
商品編碼 |
94108 |
| 內容資訊 |
英文 46 pages |
| 價格 |
|
|
Routine 2.0：客服中心的CEBP及BPR策略 是由出版商Datamonitor在2009年06月所出版的。
這份英文市場調查報告書包含46 pages 價格從美金3995起跳。
隨著IP的成長，企業利用商業流程・例行程序及整合溝通技術，管理在客服中心或企業後台與顧客間的溝通。
本報告書內容包括：經營客服中心時的例行程序調查分析、主要銷售企業的策略概要、創新企業的個案研究等。內容綱要摘記如下：
第1章 概要
第2章 主要訊息
- 連結客服中心、UC、商業流程各點的Routine 2.0
- 連結企業及客服中心的UC
- 2種CEBP
- 商業流程自動化為後台作業建立固定的模式
- 銷售Routine 2.0時，銷售企業需要建立新的關係
第3章 市場機會
第4章 技術進歩
- 連結客服中心、UC、商業流程各點的Routine 2.0
- 擴大在客服中心中應用範圍的UC
- 可利用溝通的商業流程（Communication-enabled business process）
- 商業流程・例行程序
第5章 對顧客造成的影響：ROUTING 2.0
- Siam Commercial Bank
- 阿拉巴馬大學
- 品牌重新建立・解決方案
第6章 競爭狀況
第7章 進入市場
附錄
Abstract
Introduction
With the growth in IP, enterprises will be able to leverage business process
routing and unified communications to manage customer interactions across the
contact center and back office environments. The combination of workflows and
intelligent routing in an IP environment potentially can enable contact
centers to improve productivity, profitability and cost reduction.
Scope of this research
- Covers emerging routing concepts in contact center operations
- Provides an overview of strategies from leading vendors in the emerging
routing 2.0 space
- Illustrates case studies from innovative companies utilizing routing 2.0
to improve customer satisfaction
Research and analysis highlights
The buzz around routing 2.0 concepts is occurring in the context of numerous
market forces, including macro-economic conditions and the need for vendors to
increase their addressable market at a time when adoption of new technology
has slowed significantly, that can rightfully be seen as drivers.
Although a few enterprises are looking at the confluence of the recessionary
environment and greater access to transformative technologies as an
opportunity for something akin to a paradigm shift, most are looking for more
incremental changes. Routing 2.0 technologies arguably hold the promise for
both incremental and explosive changes.
Key reasons to purchase this research
- Understand the flood of new industry terms including: CEBP and unified
communications in the contact center
- Become familiar with the ways that vendors are approaching the problems of
adding communications and collaboration to existing business processes
- Learn how business consulting services becomes a greater necessity to
deploy routing 2.0 successfully
Table of Contents
OVERVIEW
KEY MESSAGES
- Routing 2.0 connects the dots between contact centers, UC and business
processes
- UC links the enterprise and the contact center
- CEBP comes in two flavors
- Business process automation brings routing to the back office
- Routing 2.0 sales efforts will require vendors to forge new relationships
MARKET OPPORTUNITY
- Market trends
- The economy pushes enterprises towards efficiency
- Vendor strategies are changing
- The competitive landscape is shifting and converging
- The value of IP transformation has been rising
- Reuse comes to the fore
- Enterprises look for consistency in communications
TECHNOLOGY EVOLUTION
- Routing 2.0: Connecting the dots between UC, contact centers and process
- UC extends into the contact center
- Communications-enabled business processes
- Business process routing
- Why choose a contact center vendor for process automation?
CUSTOMER IMPACT: UNDERCOVER ROUTING 2.0
- Siam Commercial Bank connects the contact center and the back office
- The problem: too many systems, too few results
- The solution: collaboration between the contact center and the back
office
- University of Alabama wins the small ones
- The problem: small balances equal large headaches
- The solution: proactive outreach
COMPETITIVE LANDSCAPE
- Communications technology providers
- Aspect Software
- Avaya
- Cisco
- Genesys
- Interactive Intelligence
- NEC
- Nortel
- Siemens
- Business process management vendors
- Comparison of various nomenclatures
GO TO MARKET
- Education, education, education
- Recommendations
- Less focus on names, more focus on benefits
- Build business consulting partnerships
- Target the horizontal
- Focus on true interoperability
APPENDIX
- Definitions
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
TABLES
- Table: Vendor-identified routing 2.0 categories
FIGURES
- Figure: Word cloud showing popularity of particular routing 2.0 terms
- Figure: Transformation of value from IP over time
- Figure: Taxonomy of routing 2.0
- Figure: CEBP: collaboration and transactions
- Figure: Genesys iWD architecture
- Figure: Numerous interactions can initiate the same IPA process
- Figure: Siemens integrates unified communications with workflow
|
