Technology Deployment Plans: Asia/Pacific Rim and Australia
Within the Asia/Pacific and Australian regions, significant differences in technology investment and deployment plans exist between these geographic regions. The following table outlines what...
View ArticleManaging Confusion And Uncertainty Over The Introduction Of New Technologies
Executives face numerous challenges regarding their organizationâs contact center.
View ArticleTechnology And Investment Plans: All Regions
In regions across the globe, significant differences in technology investment and deployment plans exist. The following table outlines several different technologies that companies are planning to...
View ArticleTechnology Deployment Plans: Contact Centers - 5,000 Agents
41.1% of contact centers employing more than 5,000 agents and 50.0% of contact centers employing between 2,500 and 5,000 agents planned deployments or upgrades of multi-channel contact center...
View ArticleTechnology Deployment Plans: 1,000 to 2,500 Agents
The following key findings relate to technology deployment and investment plans between global regions and among vertical industry groups.
View ArticleTechnology Deployment Plans: Europe
According to Aberdeen Group, the following key findings relate to technology deployment and investment plans across Europe:
View ArticleCustomer Interactions By Type
The highest volumes of customer interactions, including telephone, Web, e-mail, and chat sessions, are managed by a relatively small number of companies
View ArticleOutsourced Contact Centers (OCCs)
Outsourced contact centers (OCCs) are one of the fastest growing segments of the contact center industry.
View ArticleCountry Selected As Likely Source For OCC Services
Third-party providers from countries and regions including Canada, the Caribbean, India, Ireland, the Philippines, and the U.K. are all vying for business from mostly North American - and...
View ArticlePlans to Invest In Outsourced Contact Center Services
When asked if their company planned ânew deployments or significant upgradesâ of various contact center technologies and services, executives were both candid and practical about their plans.
View ArticleOutsourced Contact Center Plans By Size
The following table outlines research conducted by Aberdeen Group in 2003.
View ArticleOutsourced Contact Center Plans by Region
Aberdeen Group conducted global research that looks at different regions and their plans to invest in call and contact center functions.
View ArticleSpending And Investment On Technologies And Services
Aberdeen Group and CNET present this collaborative research initiative on technology.
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