Software Advice BuyerView: Call Center Software Report. Insight into today s software buyer

Size: px
Start display at page:

Download "Software Advice BuyerView: Call Center Software Report. Insight into today s software buyer"

Transcription

1 Software Advice BuyerView: Call Center Software Report Insight into today s software buyer

2 Abstract Every year, Software Advice talks with thousands of buyers searching for call center software. These conversations provide us with unparalleled insight into the needs of call center software buyers. We recently analyzed a random selection of 385 of these interactions to uncover buyers most common pain points and their reasons for purchasing new software. Key findings:! A significant portion (46 percent) of buyers are buying call center software for the first time. Call recording and computer-telephone integration (CTI) top the list of desired software capabilities among buyers. Sixty-one percent of call center buyers we surveyed have ten or fewer users and 79 percent have annual revenue of 25 million or less.

3 Percentage of First-Time Buyers 54% 46% First-Time Buyers Replacing Software Forty-six percent of the buyers we spoke with had no call center software in place, and were looking to purchase for the first time.

4 Deployment Method Preferences 2% 40% 58% On-Premise Web-Based No Preference Forty percent of buyers expressed no preference in deployment model, but of the buyers who specified a model, the majority were interested in Web-based systems.

5 Buyers Integration Requirements 13% 16% Best-of-Breed Integrated Suite No Preference 71% Seventy-one percent of buyers requested best-of-breed software solutions, followed by 16 percent requesting an integrated suite solution.

6 Most Requested features Call Recording CTI Call Routing IVR Load Balancing Agent Monitoring 0% 25% 50% Percent of Respondents Call recording and computer-telephone integration top the list of desired software capabilities among buyers, ahead of call routing and interactive voice responders.

7 Reasons for Purchasing Software Increase Efficiency Improve Organization Modernize Processes Call Tracking Number of Participants A large portion of call center software buyers are seeking to improve efficiency (67 percent) and organization (61 percent).

8 Inbound Vs. Outbound Call Centers 39% 32% Inbound Outbound Both 29% The call center software buyers we spoke with represented an even mix of inbound and outbound call centers, as well as call centers that perform both functions.

9 Prospective Buyers by Industry 11% 50% 9% 9% 8% Medical Consulting Software/IT Insurance Telecom Retail Other Industries 6% 7% The largest segment of prospective buyers were medical call centers (11 percent), closely followed by consulting (9 percent) and Software/IT (9 percent).

10 Buyer Size by Annual Revenue 6% 15% 6% 9% 38% < $1 Million $1-5 Million $6-25 Million $26-50 Million $ Million > $100 Million 26% Over half of buyers were businesses with $5 million or less in annual revenue. Nine percent were large enterprises with annual revenues greater than $100 million.

11 Number of Users 13% 14% 15% 7% 20% 16% Single User 2 to 5 Users 6 to 10 Users 11 to 20 Users 21 to 50 Users 51 to 100 Users 101 or more Users 16% Over half of all companies we interacted with were seeking call center software for 10 or fewer users.

12 Learn more about Call Center Software Read Report Read the full report Get Free Quotes Get free price quotes on top Call Center Software Get Free Demos Get unbiased reviews & free demos on top Call Center Software

13 @SoftwareAdvice /company/software-advice Software Advice is a trusted resource for software buyers. The company's website, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors.

Software Advice BuyerView: Payroll Software Report. Insight into today s software buyer

Software Advice BuyerView: Payroll Software Report. Insight into today s software buyer Software Advice BuyerView: Payroll Software Report Insight into today s software buyer Abstract Over the years, we ve spoken to thousands of companies considering new payroll software. We recently analyzed

More information

Home Health Software BuyerView Report. Insight into today s software buyer

Home Health Software BuyerView Report. Insight into today s software buyer Home Health Software BuyerView Report Insight into today s software buyer Abstract We analyzed 385 interactions with home health software buyers to uncover their most common pain points and reasons for

More information

Human Resources Software BuyerView Report. Insight into today s software buyer

Human Resources Software BuyerView Report. Insight into today s software buyer Human Resources Software BuyerView Report Insight into today s software buyer Abstract Software Advice helps organizations narrow down human resources (HR) software options to find a system that best meets

More information

Software Advice BuyerView: VoIP Software Report 2014. Insight into today s small-business software buyer

Software Advice BuyerView: VoIP Software Report 2014. Insight into today s small-business software buyer Software Advice BuyerView: VoIP Software Report 2014 Insight into today s small-business software buyer Abstract Every year, Software Advice speaks with thousands of organizations looking for the right

More information

Software Advice BuyerView: Project Management Software. Insight into today s small-business buyer

Software Advice BuyerView: Project Management Software. Insight into today s small-business buyer Software Advice BuyerView: Project Management Software Insight into today s small-business buyer Abstract Every year, Software Advice talks with thousands of small businesses (those with annual revenues

More information

Electronic Health Records (EHR) BuyerView Report 2014. Insight into today s software buyer

Electronic Health Records (EHR) BuyerView Report 2014. Insight into today s software buyer Electronic Health Records (EHR) BuyerView Report 2014 Insight into today s software buyer Abstract Software Advice regularly speaks on the phone with medical practices seeking new EHR software. We randomly

More information

Physical Therapy Software BuyerView Report. Insight into today s software buyer

Physical Therapy Software BuyerView Report. Insight into today s software buyer Physical Therapy Software BuyerView Report Insight into today s software buyer Abstract In 2013, Software Advice talked to over 800 physical therapy practices considering a medical software purchase. We

More information

Software Advice BuyerView Applicant Tracking Report. Insight into today s small-business software buyer

Software Advice BuyerView Applicant Tracking Report. Insight into today s small-business software buyer Software Advice BuyerView Applicant Tracking Report Insight into today s small-business software buyer Abstract Every year, Software Advice speaks to thousands of buyers in the market for applicant tracking

More information

Help Desk Software BuyerView Report. Insight into today s software buyer

Help Desk Software BuyerView Report. Insight into today s software buyer Help Desk Software BuyerView Report Insight into today s software buyer Abstract Software Advice helps organizations narrow down help desk software options to find a system that best meets their needs.

More information

CRM Software BuyerView Report. Insight into today s software buyer

CRM Software BuyerView Report. Insight into today s software buyer CRM Software BuyerView Report Insight into today s software buyer Abstract Recently, Software Advice analyzed 5,279 interactions with prospective CRM software buyers (conducted between January and August

More information

Software Advice BuyerView: Field Service Software. Insight into today s software buyer

Software Advice BuyerView: Field Service Software. Insight into today s software buyer Software Advice BuyerView: Field Service Software Insight into today s software buyer Abstract Ever year, we talk to tens of thousands of professionals in field service that are considering field service

More information

Software Advice BuyerView: Real Estate CRM Report. Insight into today s software buyer

Software Advice BuyerView: Real Estate CRM Report. Insight into today s software buyer Software Advice BuyerView: Real Estate CRM Report Insight into today s software buyer Abstract Every year, Software Advice speaks with thousands of real estate professionals looking for the right customer

More information

Software Advice BuyerView: Business VoIP Report 2015 Insight into today s software buyer

Software Advice BuyerView: Business VoIP Report 2015 Insight into today s software buyer Software Advice BuyerView: Business VoIP Report 2015 Insight into today s software buyer Abstract From August 2014 to March 2015, we talked to hundreds of small businesses (companies with annual revenues

More information

Software Advice BuyerView: Medical Practice Management. Insight into today s software buyer

Software Advice BuyerView: Medical Practice Management. Insight into today s software buyer Software Advice BuyerView: Medical Practice Management Insight into today s software buyer Abstract Software Advice talks regularly with medical offices looking for the right practice management (PM) software

More information

Software Advice BuyerView: Webbased Project Management Report Insight into today s software buyer

Software Advice BuyerView: Webbased Project Management Report Insight into today s software buyer Software Advice BuyerView: Webbased Project Management Report Insight into today s software buyer Abstract In 2014, we talked to thousands of small businesses considering Web-based project management software.

More information

Property Management Software BuyerView Report. Insight into today s software buyer

Property Management Software BuyerView Report. Insight into today s software buyer Property Management Software BuyerView Report Insight into today s software buyer Abstract Since 2010, we ve spoken with thousands of property management software buyers. We recently analyzed a random

More information

Software Advice BuyerView: Human Resources Software Report Insight into today s software buyer

Software Advice BuyerView: Human Resources Software Report Insight into today s software buyer Software Advice BuyerView: Human Resources Software Report Insight into today s software buyer Abstract Every year, Software Advice talks with thousands of buyers looking for new human resources (HR) software.

More information

Software Advice BuyerView: Facilities Management Report Insight into today s software buyer

Software Advice BuyerView: Facilities Management Report Insight into today s software buyer Software Advice BuyerView: Facilities Management Report Insight into today s software buyer Abstract Facilities managers are crucial employees of businesses in a wide variety of industries. Whether it's

More information

Software Advice BuyerView: Project Management Software Report Insight into today s SMB software buyer

Software Advice BuyerView: Project Management Software Report Insight into today s SMB software buyer Software Advice BuyerView: Project Management Software Report Insight into today s SMB software buyer Abstract Small businesses (companies with $50 million or less in annual revenue) are more likely to

More information

Software Advice UserView: CRM Software Report. Lessons from real software users

Software Advice UserView: CRM Software Report. Lessons from real software users Software Advice UserView: CRM Software Report Lessons from real software users Abstract Software Advice conducted an online survey of 304 customer relationship management (CRM) software users representing

More information

The Best Job Boards for Your Recruiting Dollar IndustryView Report 2014. Trends and best practices from the industry.

The Best Job Boards for Your Recruiting Dollar IndustryView Report 2014. Trends and best practices from the industry. The Best Job Boards for Your Recruiting Dollar IndustryView Report 2014 Trends and best practices from the industry. Abstract Job boards are the most common way to advertise open positions, as well as

More information

CMMS Software UserView 2013 Report. Lessons from real software users

CMMS Software UserView 2013 Report. Lessons from real software users Software UserView 2013 Report Lessons from real software users Abstract For three months, we surveyed maintenance professionals to discover how effectively software is being used within the field of maintenance.

More information

Construction Project Management Software UserView. Lessons from real software users

Construction Project Management Software UserView. Lessons from real software users Construction Project Management Software UserView Lessons from real software users Abstract We surveyed construction professionals for three months to better understand the use and effectiveness of software

More information

The HR Ecosystem: 2013 vs. 2008 IndustryView Report. Trends and best practices from the industry.

The HR Ecosystem: 2013 vs. 2008 IndustryView Report. Trends and best practices from the industry. The HR Ecosystem: 2013 vs. 2008 IndustryView Report Trends and best practices from the industry. Abstract Every year, Inc. Magazine releases its list of the top 5,000 fastest-growing companies in the nation:

More information

Software Advice IndustryView: How Prospective Clients Use Online Legal Reviews

Software Advice IndustryView: How Prospective Clients Use Online Legal Reviews Software Advice IndustryView: How Prospective Clients Use Online Legal Reviews Abstract We collected 385 unique survey responses to nine questions about which legal reviews sites individuals are using,

More information

Software Advice UserView: EHR Survey Early Results. Lessons from real software users

Software Advice UserView: EHR Survey Early Results. Lessons from real software users Software Advice UserView: EHR Survey Early Results Lessons from real software users Abstract Software Advice is currently surveying EHR users to find out which systems they're using, as well as those systems

More information

B2B Demand Generation Benchmark IndustryView 2013. Trends and best practices from the industry

B2B Demand Generation Benchmark IndustryView 2013. Trends and best practices from the industry B2B Demand Generation Benchmark IndustryView 2013 Trends and best practices from the industry Abstract This report identifies the most effective demand generation channels, content and offers, as well

More information

9 Things to Consider. Before Choosing a Cloud Phone Provider. Share this:

9 Things to Consider. Before Choosing a Cloud Phone Provider. Share this: 9 Things to Consider Before Choosing a Cloud Phone Provider DIAL 9 BEFORE BUYING A CLOUD PHONE SYSTEM Businesses today are turning to cloud phone systems more than ever, but how do you know which one is

More information

9 Things to Consider. Before Choosing a Cloud Phone Provider. Share this:

9 Things to Consider. Before Choosing a Cloud Phone Provider. Share this: 9 Things to Consider Before Choosing a Cloud Phone Provider Dial 9 Before Buying a Cloud Phone System Businesses today are turning to cloud phone systems more than ever, but how do you know which one is

More information

2014-2015 Outbound Solutions Product and Market Report

2014-2015 Outbound Solutions Product and Market Report ABSTRACT 2014-2015 Outbound Solutions Product and Market Report This is the second edition of DMG s Outbound Solutions Product and Market Report (formerly known as the Outbound Dialing Market Report).

More information

Integrate.com. Taking Quality Control to the Next Level

Integrate.com. Taking Quality Control to the Next Level Integrate.com Taking Quality Control to the Next Level A Trustworthy Marketplace I ntegrate.com maintains an unparalleled commitment to excellence. Great lengths are taken to build a trustworthy marketplace

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Converged Infrastructure Needs and Vendor Performance

Converged Infrastructure Needs and Vendor Performance Converged Infrastructure Needs and Vendor Performance Understanding evolving needs of IT infrastructure decision-makers from enterprise organizations in the converged infrastructure market and how CI vendors

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006

10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider EXECUTIVE OVERVIEW Building and maintaining a

More information

COMPASS DIRECTION POINTS

COMPASS DIRECTION POINTS Q1 15 Nemertes 2014-15 Benchmark Report Unified Communications in the Cloud Nemertes Research Benchmark Reports provide detailed assessment and analysis of adoption of key technologies and services. Data

More information

2014 North America Hosted/Cloud Contact Center Buyers Guide

2014 North America Hosted/Cloud Contact Center Buyers Guide 2014 North America Hosted/Cloud Contact Center Buyers Guide Selecting the Right Cloud Solution Provider for Your Contact Center November 2014 Contents Executive Summary... 3 Purpose... 3 Introduction...

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

Emerging Trends in Unified Communications Applications and Services Market in India H1 2014

Emerging Trends in Unified Communications Applications and Services Market in India H1 2014 Emerging Trends in Unified Communications Applications and Services Market in India H1 2014 Rising Customer Expectations Lead to Higher Adoption of Unified Communications Solutions 9ABD-64 January 2015

More information

Aspect Education Services

Aspect Education Services Aspect Education Services Voxeo Training Catalog June 2015 Welcome to Aspect Education Services Aspect offers enterprises and service-providers state-of-the-art IVR platforms and Unified Communications

More information

Answering Your Questions about the Cloud Contact Center

Answering Your Questions about the Cloud Contact Center Answering Your Questions about the Cloud Contact Center Donna Fluss Founder & President DMG Consulting Tim Passios VP, Solutions Marketing Interactive Intelligence, Inc. Table of Contents Q: As companies

More information

Budget Considerations. Architecture

Budget Considerations. Architecture With hundreds of Help Desk software packages available, how do you choose the best one for your company? When conducting an Internet search, how do you wade through the overwhelming results? The answer

More information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

2013 North American Hosted IVR Market Share Leadership Award

2013 North American Hosted IVR Market Share Leadership Award 2013 North American Hosted IVR Market Share Leadership Award 2013 Market Share Leadership Award Hosted IVR North America, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50

More information

INSIDE ENTERPRISE SEO: SEO SURVEY BENCHMARKS FOR LARGE COMPANIES How Enterprise Companies Manage, Scale, and Value SEO

INSIDE ENTERPRISE SEO: SEO SURVEY BENCHMARKS FOR LARGE COMPANIES How Enterprise Companies Manage, Scale, and Value SEO INSIDE ENTERPRISE SEO: SEO SURVEY BENCHMARKS FOR LARGE COMPANIES How Enterprise Companies Manage, Scale, and Value SEO Ascend2 Research Conducted in Partnership with Conductor Inside Enterprise SEO: SEO

More information

Cloud based Contact Center: Does it Make Sense for Your Business?

Cloud based Contact Center: Does it Make Sense for Your Business? Cloud based Contact Center: Does it Make Sense for Your Business? Donna Fluss Founder & President DMG Consulting Joe Staples CMO Interactive Intelligence Table of Contents Q: As companies consider moving

More information

OpenScape Contact Center Campaign Director. Creating Profitable Customer Experiences

OpenScape Contact Center Campaign Director. Creating Profitable Customer Experiences OpenScape Contact Center Campaign Director Creating Profitable Customer Experiences From responsive to proactive customer care Customers are the core of your business. So why would you wait for them to

More information

Enterprise Marketing Automation Platform

Enterprise Marketing Automation Platform Enterprise Marketing Automation Platform Marketing is undergoing a fundamental shift. Emerging channels such as email and mobile have created new and unique opportunities to reach a new generation of customers

More information

The Contact Centre Market s Increasing Demand for Cloud Technologies

The Contact Centre Market s Increasing Demand for Cloud Technologies The Contact Centre Market s Increasing Demand for Cloud Technologies Whilst the traditional premise model still offers the most value for many organisations, the cloud model has evolved to become a viable

More information

Moving to the Cloud Eric Tamblyn, VP Global Product Innovations

Moving to the Cloud Eric Tamblyn, VP Global Product Innovations Moving to the Cloud Eric Tamblyn, VP Global Product Innovations G-Force Seattle-2012 1 What is a Cloud Solution? A Network or web-based service End-user flexibility to choose Applications & features Usage

More information

10 SIGNS YOU NEED AN ERP SOLUTION FEBRUARY 25, 2014. Timothy Beranek Partner. BKD Technologies. tberanek@bkd.com. Robert Kramer Managing Consultant

10 SIGNS YOU NEED AN ERP SOLUTION FEBRUARY 25, 2014. Timothy Beranek Partner. BKD Technologies. tberanek@bkd.com. Robert Kramer Managing Consultant 10 SIGNS YOU NEED AN ERP SOLUTION FEBRUARY 25, 2014 Timothy Beranek Partner BKD Technologies tberanek@bkd.com Robert Kramer Managing Consultant BKD Technologies rkramer@bkd.com 10 SIGNS YOU NEED AN ERP

More information

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies

Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Using Voice Self-Service to Enhance the Customer Experience for Health Care Insurance Companies Table of Contents I. Executive Summary...1 II. Building a Culture Dedicated to Providing an Outstanding Customer

More information

2012 Unified Communications & Collaboration SURVEY. Exclusive Research from

2012 Unified Communications & Collaboration SURVEY. Exclusive Research from 2012 Unified Communications & Collaboration SURVEY Exclusive Research from EXECUTIVE SUMMARY Productivity Improvements, Flexibility Key Drivers of Unified Communications and Collaboration Investments Size

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

Moving to the Cloud: Truth or Dare? Debunking 5 Myths of Hosted Contact Centers

Moving to the Cloud: Truth or Dare? Debunking 5 Myths of Hosted Contact Centers WHITE PAPER Moving to the Cloud: Truth or Dare? Debunking 5 Myths of Hosted Contact Centers This document is Copyright 2012 by USAN. This document contains information that is confidential and proprietary

More information

2013 WAN Management Spectrum. October 2013

2013 WAN Management Spectrum. October 2013 2013 WAN Management Spectrum October 2013 Market Context... 2 Executive Summary... 3 By the Numbers... 5 Research Background... 6 WAN Management... 8 Business Impact... 9 Submarkets... 10 Deployment...

More information

Investment Opportunities Map. Call Center

Investment Opportunities Map. Call Center Investment Opportunities Map Jordan Investment Board Call Center IT Sector Project Profile MMIS Management Consultants December 2004 PO Box 7976 Amman 11118 - Jordan Tel: 962 6 4649040 Fax: 962 6 4649041

More information

SMB Buyer s Guide to Unified Communications

SMB Buyer s Guide to Unified Communications SMB Buyer s Guide to Unified Communications A T3i Group White Paper Terry White Senior Program Director T3i Group twhite@t3igroup.com Tel: 973.602.0115 www.t3igroup.com SMB Buyer s Guide to Unified Communications

More information

Nurturing Beyond Your Current Pipeline. TechTarget

Nurturing Beyond Your Current Pipeline. TechTarget Nurturing Beyond Your Current Pipeline Globally consistent trend: purchasing decisions shaped online before sales contact Over 2/3s of the buying process occurs before sales is even contacted (Sirius Decisions)

More information

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Pipeline Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Key Strategies For Increasing Revenue Through Personalization By John Konczal and Michael

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

OREGON HEALTHCARE PROVIDER REDUCES COSTS BY UTILIZING THE PRIMAS GROUP TO DEVELOP A CUSTOM POST CALL SURVEY APPLICATION

OREGON HEALTHCARE PROVIDER REDUCES COSTS BY UTILIZING THE PRIMAS GROUP TO DEVELOP A CUSTOM POST CALL SURVEY APPLICATION OREGON HEALTHCARE PROVIDER REDUCES COSTS BY UTILIZING THE PRIMAS GROUP TO DEVELOP A CUSTOM POST CALL SURVEY APPLICATION POST CALL SURVEY SOFTWARE FROM THE PRIMAS GROUP AUGMENTS EXISTING CALL CENTER TECHNOLOGY

More information

Streamline EDI Using A Managed Service

Streamline EDI Using A Managed Service Streamline EDI Using A Managed Service Simplifying Electronic Data Interchange Research Perspective Sponsored by Aligning Business and IT To Improve Performance Ventana Research 2603 Camino Ramon, Suite

More information

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com

Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com INSIGHT Simplicity, Standards, and Support: A Profile of Voxeo Rebecca Swensen IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com Telephony

More information

ITM335 E-CRM. Assignment I. Assignment Code: 2014ITM335B1 Last Date of Submission: 15 th October 2014 Maximum Marks:100

ITM335 E-CRM. Assignment I. Assignment Code: 2014ITM335B1 Last Date of Submission: 15 th October 2014 Maximum Marks:100 ITM335 E-CRM Assignment I Assignment Code: 2014ITM335B1 Last Date of Submission: 15 th October 2014 Maximum Marks:100 Attempt all the questions. All the questions are compulsory and carry equal marks.

More information

SMB Adoption of SIP Trunking: Why Vertical Segmentation Matters

SMB Adoption of SIP Trunking: Why Vertical Segmentation Matters September 2010 Summary Current Analysis conducted ground-breaking research into IP usage and adoption plans within the U.S. small and medium-sized business (SMB) market. This research addressed the following

More information

Cloud Telephony Services in India

Cloud Telephony Services in India Cloud Telephony Services in India Customer Engagement and Experience with Cloud Telephony December 2014 Contents Section Slide Number Executive Summary 4 Market Overview 6 Market Trends 9 Impact of Cloud

More information

TECHNOLOGY SOLUTIONS FOR THE INTERNAL AUDITOR

TECHNOLOGY SOLUTIONS FOR THE INTERNAL AUDITOR TECHNOLOGY SOLUTIONS FOR THE INTERNAL AUDITOR (BUY VS BUILD) APRIL 17, 2015 LEVERAGING TECHNOLOGY FOR AUDIT Utilizing Software to Administrate Audit Process 40% 35% 30% 37% Tools Leveraged 32% 36% Yes

More information

Capture Voice of Customer (VoC) Data and Analyze the Customer Experience Your Team Delivers With Speech Analytics

Capture Voice of Customer (VoC) Data and Analyze the Customer Experience Your Team Delivers With Speech Analytics Easily Discover the Conversations Capture Voice of Customer (VoC) Data and Analyze the Customer Experience Your Team Delivers With Speech Analytics Published April 2014 www.mycallfinder.com CallFinder

More information

What s ahead in 2010?

What s ahead in 2010? Insights into 2010 B2B Marketing Budgets and Tactics Mix Peter Burris, Principal Analyst and Research Director, Forrester's Technology Marketing Research Team Roy Young, President, MarketingProfs LLC What

More information

Digital Marketing Strategy

Digital Marketing Strategy Reaching the Next Level of Marketing Performance Digital Marketing Strategy Research Summary Report Ascend2 Research Conducted in Partnership with Leading Marketing Solution Providers Digital Marketing

More information

ITSMA Online Survey. Four Critical Success Factors. Julie Schwartz Senior Vice President Research and Thought Leadership

ITSMA Online Survey. Four Critical Success Factors. Julie Schwartz Senior Vice President Research and Thought Leadership ITSMA Online Survey Enabling Sales: Four Critical Success Factors Julie Schwartz Senior Vice President Research and Thought Leadership Abbreviated Summary April 2012 Note: This Abbreviated Summary highlights

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

How Cisco IT Automated Employee Travel and Event Management

How Cisco IT Automated Employee Travel and Event Management How Cisco IT Automated Employee Travel and Event Management Cisco Unified Contact Center enables Cisco to control costs and provide better service for employee events and travel worldwide. Cisco IT Case

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

CHAPTER 3. Technology for Customer Relationship

CHAPTER 3. Technology for Customer Relationship CHAPTER 3 Technology for Customer Relationship 1 INTRODUCTION Successful CRM implementation will allow your Customer Service, sales and marketing people and anyone else in your organization to have a holistic

More information

Improving the Contact Center Customer Experience

Improving the Contact Center Customer Experience Improving the Contact Center Customer Experience Supporting Data-Driven, Real-Time Customer Decisions White Paper sponsored by Aligning Business and IT To Improve Performance Ventana Research 6150 Stoneridge

More information

Pricing Guide. Maintenance Management Software

Pricing Guide. Maintenance Management Software Pricing Guide Maintenance Management Software Here s What We ll Cover $ Pricing models Pricing ranges! Unexpected costs $$ Pricing of popular systems Two Common Pricing Models License An upfront sum for

More information

SMB On-Demand CRM Comparison Guide. January 2012

SMB On-Demand CRM Comparison Guide. January 2012 SMB On-Demand CRM Comparison Guide January 2012 Overview Vendor Product Target Environment SMB Team/Department Basic Pricing How To Buy Year Founded Financials Partner Eco System Premium Edition Yes Yes

More information

IBM Enterprise Marketing Management (EMM) and Unica overview

IBM Enterprise Marketing Management (EMM) and Unica overview IBM EMM IBM Enterprise Marketing Management (EMM) and Unica overview IBM Enterprise Marketing Management Our EMM Offerings IBM s Enterprise Marketing Management solutions offer proven web and customer

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

MVNO Solution for Highly Profitable Global Roaming Services

MVNO Solution for Highly Profitable Global Roaming Services MVNO Solution for Highly Profitable Global Roaming Services A Guide to Help You Provide Highly Profitable Mobile Voice, Data and SMS Services to Travelers www.telinta.com +1 (888) 888-3307 +1 (973) 467-3364

More information

PRESENTATION OF SERVICES 2015

PRESENTATION OF SERVICES 2015 PRESENTATION OF SERVICES 2015 Marke&ng Phone calls Metrics Insights WWW.CALLTRACKINGMETRICS.COM ALL THE FEATURES YOU NEED TO MANAGE YOUR CALLS Keep track of which advertising channels (Google Adwords,

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

Software as a Service: A Transformative Way to Deliver Applications

Software as a Service: A Transformative Way to Deliver Applications I D C E X E C U T I V E B R I E F Software as a Service: A Transformative Way to Deliver Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com October 2010

More information

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL

OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS

More information

-6/6 definition - billed every 6 seconds connected (minimum of 6 seconds)

-6/6 definition - billed every 6 seconds connected (minimum of 6 seconds) Pricing Brochure Star Communications offers high-quality, low cost, user friendly voice solutions. We never charge for Set-Up. We have no long-term contracts and offer a Pre-Pay business model. Contact

More information

Online File Sharing and Collaboration: Deployment Model Trends

Online File Sharing and Collaboration: Deployment Model Trends Research Report Abstract: Online File Sharing and Collaboration: Deployment Model Trends By Terri McClure, Senior Analyst and Bill Lundell, Senior Research Analyst With Jennifer Gahm, Senior Project Manager

More information

Customer Relationship Management: Tool or Philosophy?

Customer Relationship Management: Tool or Philosophy? Customer Relationship Management: Tool or Philosophy? A system cannot understand itself. The transformation requires a view from outside. - W. Edward Deming CRM a general perspective: A successful CRM

More information

White Paper Telecom. Contact Center Outsourcing: Lessons from the Enterprise

White Paper Telecom. Contact Center Outsourcing: Lessons from the Enterprise White Paper Telecom Contact Center Outsourcing: Lessons from the Enterprise White Paper Contact Center Outsourcing: Lessons from the Enterprise Executive Summary Enterprises strive for service excellence

More information

Glossary of Click-to-Call Terms. Definitions and descriptions of the terms used in the Click-to-Call industry.

Glossary of Click-to-Call Terms. Definitions and descriptions of the terms used in the Click-to-Call industry. Glossary of Click-to-Call Terms Definitions and descriptions of the terms used in the Click-to-Call industry. Abandoned Call - A call that is ended before any conversation is able to occur. Most inbound

More information

Chapter 5: Customer Relationship Management. Introduction

Chapter 5: Customer Relationship Management. Introduction Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and

More information

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? 5 CONTACT CENTER TRENDS YOU NEED TO KNOW Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE The face

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

MARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys

MARKET I NSIGHT. Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud. Sponsored by Genesys MARKET I NSIGHT Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud Frost & Sullivan Market Insight EXECUTIVE SUMMARY Cloud deployment has become the preferred method

More information

THE STATE OF TECHSURANCE. The Use and Impact of Technology in the Insurance Industry

THE STATE OF TECHSURANCE. The Use and Impact of Technology in the Insurance Industry THE STATE OF TECHSURANCE 2015 The Use and Impact of Technology in the Insurance Industry EXECUTIVE SUMMARY There is no question that technology has drastically impacted the insurance business, particularly

More information