Interactive Intelligence Research Report Sample

Assembling and managing a contact center is a very complex business. Getting the right people, processes and technologies all aligned to cultivate loyal customers and build enterprise value is difficult at best.

Against this backdrop, the complexity or simplicity of technology plays an important role in the success and the cost structure of the center. The simpler and more seamless the technology component, the smoother the processes can be and the more effective (and satisfied) the human components can be, all other things being equal. Managers, by and large, consider the advantages and disadvantages of technology against all of the key Technology Process Phases, from specifying solutions through to operation and maintenance of systems.

The voice of the market is clear from the survey. Managers would prefer a single, all-in-one source for all of their technology needs, with a key consideration being that they want that source to provide them with best in class functionality. The participants generally see the all-in-one approach as the trend for the future. In their eyes it has become more attractive over time.