The report describes an all-in-one solution as a "complete suite of contact centre products to offer." A multi-point system is described as: "A solution provided by a specific vendor that satisfies one functional need.
THE SAMPLE
The survey was sent to US-based contact-centre managers from a database of over 35 000 names. Of these, 240 were identified as having a minimum of 50 agents and possessing four or more of the major technologies indicated in the survey. Survey participants were asked to provide information on the types of calls their contact centre handled, the annual volume of inbound and outbound calls, the annual volume of e-mails and faxes, the size of their centre, the volume of contacts handled by self-service, and up-sell and cross-sell opportunities resulting in sales.
ALL-IN-ONE IS TOPS
The report found that 66% of contact-centre managers would prefer to work with a single vendor.
Dave Paulding, regional sales manager UK & Africa for the survey sponsor Interactive Intelligence, says, "There are many advantages to deploying an all-in-one solution."
|
Post a comment
|
Login.
Business Best Practise
