Forrester

Why Read This Report

Contact center investments will grow significantly in 2010, with 58% of companies indicating plans for a major software upgrade as contact center decision-makers plan improvements for their operations. Forrester found that 38% of companies plan to upgrade all or part of their contact centers to IP within the next 12 months. Additionally, 40% plan to invest in workforce optimization applications, such as workforce scheduling and quality monitoring. Support for home agents will grow considerably, with 34% of companies indicating investment plans in this area. Eighteen percent of companies engage managed, hosted, and communications-as-a-service (CaaS) providers as their primary solution today, but this will grow substantially, as 58% indicated interest in utilizing external services partners moving forward. Forrester believes that now is the right time for contact center managers to build the business case for technologies that improve customer experience and gain operational efficiency.