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Contact Center Purchase Plans 2010

Use The Economic Recovery To Reinitiate Buying

May 14, 2010

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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.

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Table of Contents

  • Contact Centers Plan For Increased Spending
  • Anticipated Business Upturn Augments Contact Center Seats
  • Contact Center Management Strategy Supports Multiple Options
  • Outlook For 2010 Contact Center Upgrades
  • Supplemental Material
  • RECOMMENDATIONS

  • Treat Contact Center Upgrades As A Continuous Process
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