|
市場調查報告書
客服中心的綠色技術
Green Technologies in the contact center come of age
| 出版商 |
Ovum, Ltd. |
| 出版日期 |
2009年12月 |
商品編碼 |
106796 |
| 內容資訊 |
英文 19 pages |
| 價格 |
|
|
客服中心的綠色技術 是由出版商Ovum, Ltd.在2009年12月所出版的。
這份英文市場調查報告書包含19 pages 價格從美金1495起跳。
Abstract
Consumers and enterprises alike suffer from ‘green fatigue’ - an
ennui born from too much hype and too little substance around green
technology. But as green technology becomes more synonymous with cost-saving
technology, enterprises have begun to warm to the idea. Contact centers, in
particular, have begun to explore the homeshoring or work-at-home agent model,
a model with many green benefits. Longer term, new technologies and new uses
for existing technologies including application and call routing
virtualization will gain traction in the contact center arena. The economic
recession has forced many contact centers into cost-cutting mode; contact
center and IT decision-makers should therefore be closely examining green
technologies and processes that help trim costs.
Table of Contents
- Executive summary
- In a nutshell
- Ovum view
- Recommendations
- Green contact center investment is timely
- Green contact centers mean cost-effective contact centers
- Market opportunity
- Green fatigue breeds skepticism
- Contact centers have seen a great deal of green marketing
- Most enterprises expect green to cut costs, not enhance reputation
- Cost-effective may not be truly green
- Separating efficiency from ecology
- Enterprises and technology vendors both face increased legislative
pressure to adopt green IT
- Customer impact
- Homeshoring already on the rise
- Reducing commute reduces resource use
- Calculating the benefit in fuel and CO2 emissions
- Work-at-home agents reduce power consumption - at least by companies
- Technology evolution
- New technologies with green applications
- Turn off, tune out...
- Erlang saves agents which save power
- The cloud is theoretically green
- Data center-style virtualization could bring green benefits
- A virtual softphone without voice quality loss
- Definitions
- Cloud computing
- CSR
- Green IT
- Homeshoring
- Virtualization
List of Tables
- Table 1: Non-green benefits of homeshoring
List of Figures
- Figure 1: How do current economic conditions change your
perception of the value of green IT?
- Figure 2: Power reduction mandates by US state
- Figure 3: Software-based virtualization: a ‘greener’
deployment model
|
