To adapt to changing technologies with the rapid evolution of technology and communication, fields such as the outsourcing industry have had to adapt. The outsourcing companies have had to innovate as well as invest in newer an better solutions, in order to keep up with their changing world. One of the outsourcing sector most influenced by the evolution of technology and perhaps one that has also been most challenged by it, it the contact center outsourcing. Given the way people communicate has rapidly evolved from snail mail to email to testing to tweets, it is unsurprising that the companies are having a hard time to adapt especially considering that give or take forty years ago. With the global recovery, in an attempt to keep up with changing technologies, communication solutions providers and contact center outsourcing companies alike are starting to refocus on the key area.
On the contact center applications market, a recent study by Frost and Sullivan released a highlighted the impact that the global economic slowdown. The study noted that the slowdown had adversely affected spending by the companies for the advancement of technologies. While it is also have a further highlighted as well that with the lesson learned from the slowdown, the technologies will now be refocusing on the cost saving and production boosting technologies among the outsourcing sector.
The contact center recording systems market will grow by 55 percent by the year 2015 with the total worldwide market hitting $1.24 billion. In 2009, the contact center recording systems markets was at $800 million, up from the $795 million in 2007. The companies such as the Hawaiian Electric Company are continuing efforts to integrate newer technologies into their processes. The company stated that it has partnered with HCL Technologies division, the HCL Axon for the installment and intgration of a SAP Utilities Customer Information System which would help the company manage customer accounts as well as service, call center and billing processes. The call center outsourcing company Stellar on the other hand is investing on a newer technologies for its of the clients. The Stellar signed on with the Panvilla Inc avail of the guidance systems which would streamline their call center agents processes.
The outsourcing company Sykes on the other hand won an award as a recognized innovator. It is innovative approach in technical support by utilizing traditional forums to enhance the customer experience. With the traditional support channels allows to broaden the reach for the customer interactions while also capitalizing on the community knowledge and meeting consumers needs for readily available and easily understood answers to their questions.
REFERENCE:
http://www.blog.infinit-o.com/evolving-technologies-leading-improvements-call-center-outsourcing-space/
