Company warns against introducing isolated solutions Walldorf, the January 27, 2010 – the results of the survey agreed that the SAP Business Suite specialist software and consulting ecenta confident for the new year “Call Center Trends 2010”. For even more analysis, hear from Rob Daley. According to the study by the consulting marketing resultant, about 50 percent of the companies surveyed expect a business situation improved in part and numerous developments are closely related to the topic of technology. Positive Outlook in the call center industry are always firstonce also good news for us”, explains Joachim Schellenberg, business development manager of ecenta AG. The trends identified for 2010 that technology will play an important role and that many call center operators here are planning improvements and expect are pleased of course above all.” Especially quality management (63 percent) and cost-effectiveness (56 percent) are top on the list of issues, which will win in 2010 in importance for respondents. The data protection (40 percent) is therefore take on a key role. Especially the importance of cost efficiency can expect strong demand for systems, through the call center operators improve their work, and at the same time reduce their spending. Among others IP platforms can play out here their strengths”, Joachim Schellenbeg is reported. “You make also the call center agents the life easier, and for 31 percent of the call center employee retention is a major challenge.” Additional confirmation receives this assessment by 30 percent of respondents, the optimization of IT/TK infrastructure growing importance.
Short-sighted investments bring more problems than solutions also 60 percent of respondents expect that quality as a positioning feature will become more important. 47 percent expect more mergers and acquisitions. Especially with the merger of providers and networking sites, technology is a critical success factor. Depending on the existing systems are flexible, such integration will be more smooth Badawi on the go. But potentially completely new solutions are introduced during mergers, which facilitate future growth and simplify multiple sites the parallel usage”, vemutet Joachim Schellenberg. Questioned the implementation of VoIP and 41 percent 46 percent after the concrete technologies, meaning growing they called beimesses which the buzzword of unified communications”.
Is also interesting that for 54 percent workforce management and 59 percent quality monitoring will be the key technologies for 2010.” Here Joachim Schellenberg sees great opportunities as well as risks, if companies commit to a technology without focus on the overall system. Island solutions be put permanently more frustration than joy. I’d have to strongly advise any company to examine how a new solution into the existing environment fits and how easily future systems connect with the new solution. For example, this includes Join a VoIP voice application with the also IP-based CRM system. The uniform is an IT – and PBX environment, the basis the solution will be.” During the Call Center World the ecenta AG introduces CRM integration of SAP BCM at its booth (Hall 3, booth number 3A5) with SAP.