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市場調査レポート
Routing 2.0：コンタクトセンターにおけるCEBPとBPR戦略
Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
| 発行 |
Datamonitor |
| 出版日 |
2009年06月 |
商品コード |
94108 |
| ページ情報 |
英文 46 pages |
| 価格 |
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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
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