客服中心的排隊方案市場

The market for contact center queuing solutions

出版商	Ovum, Ltd.
出版日期	2010年07月	商品編碼	126115
內容資訊	英文 Pages: 13
價格	US $ 895 PDF by E-mail (Single user license) US $ 2238 PDF by E-mail (Global user license)

簡介
目錄
相關商品

客服中心的排隊方案市場 是由出版商Ovum, Ltd.在2010年07月所出版的。這份英文市場調查報告書包含Pages: 13 價格從美金895起跳。

簡介

本報告書為客服中心之排隊方案市場相關分析，包含虛擬排隊方案之定義、市場發展動向、成長阻礙因子分析、競爭情勢、企業簡介等，概述如下。

總綱
概要
Ovum的見解
主要訊息
市場發展
導論
虛擬排隊方案定義
FIFO與回調指定之差
多樣化複雜性之程度
技術發展創造了投資機會
SIP促進的投資
伺服端方案的新需要
顧客的影響
失落的環節
投資的主要促進因子是提高顧客滿足度的同時降低調查成本
導入阻礙因子
對市場的普及
競爭情勢
多樣化複雜性方案
Avaya
Cisco
Alcatel-Lucent
Interactive Intelligence
Virtual Hold
對企業的提案
對販售者的提案

By its broadest definition, virtual queuing allows callers waiting on hold for an agent to hang up without losing their place in the queue. Though not a new solution, virtual queuing is not common, despite the way in which it allows enterprises to differentiate via customer service. Despite all of the recent investments in self-service automation and solutions that optimize agent productivity, virtual queuing solutions seem to be a neglected area. When properly deployed, they can offer genuine business benefits, improve customer satisfaction levels, and reduce contact center staffing costs.

Executive summary
In a nutshell
Ovum view
Key messages
Market developments
Introduction
Defining virtual queuing solutions
Differentiation between FIFO and scheduled callbacks
Varying degrees of complexity
Technological developments create investment opportunities
SIP drives investment
New demand for a hosted solution
Customer impact
The missing link
Key drivers for investment are reducing agent costs while boosting customer satisfaction
Barriers to adoption
Uptake in the marketplace
Competitive landscape
Solutions of varying complexity
Avaya
Cisco
Alcatel-Lucent
Interactive Intelligence
Virtual Hold
Recommendations for enterprises
Recommendations for vendors