Introduction

Building the customer centric enterprise is a key focus for many companies around the globe and involves large-scale reorganizations of people, process and technology. This brief explores the changing role of contact centers, the market for virtualization technologies, and how a virtual contact center landscape helps organizations rise to the challenge of delivering superior service.

Scope

This brief highlights the key features of virtualization and it's role within the broader enterprise on a global basis Datamonitor explains the key benefits and challenges associated with virtualizing customer service. Agent position data for remote worker types is presented with growth figures through 2010.

Highlights

Offering superior customer service is at the core of building the customer centric enterprise. Virtualization of the customer contact organization is the foundation from which this can be achieved. This brief offers Datamonitor's take on the benefits, challenges and size of this market.

Reasons to Purchase

Understand the role that virtualization of contact centers plays in the broader enterprise customer contact strategy. Explore the key benefits and challenges which are associated with virtualization projects. Discover where growth in this technology market is being driven with agent position data for remote worker types through 2010.

Extending Customer Contact Across The Enterprise (Market Focus)