Magazine article CRM Magazine

Convergence in the Contact Center

Magazine article CRM Magazine

Convergence in the Contact Center

Article excerpt

It's a vendor's dream--becoming the primary provider for its customers' needs. "[Customers] really want to try to get more from a single provider," says Ryan Hollenbeck, vice president of corporate and investor relations at Witness Systems. Not surprisingly, some of the recent buzz surrounding the contact center industry has been centered on vendors looking to position themselves as fully integrated providers of workforce optimization solutions comprising quality monitoring, workforce management, performance management, and e-learning tools.

"Customers will be able to go to one company for those tools, but will have a single upgrade path, single maintenance environment, and singular user interface also for all of those different components," says Jim Davies, principal analyst at Gartner Research. Integrated tools, he says, add to cross value like scheduling agents based on their quality monitoring score. "Having that integration allows you to do more than just having these four siloed applications," Davies says.

Witness furthered the vendor consolidation trend by acquiring Blue Pumpkin earlier this year, but don't expect point-solution providers to wither away, as independent software vendors often drive innovation. …

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