Research and Markets Offers Report: South African Contact Centre Technology Market.(Report)

Research and Markets has announced the addition of Frost & Sullivan's new report "South African Contact Centre Technology Market" to its offerings.

In a release, Research and Markets noted that report highlights include:

Need to Consolidate and Virtualise Contact Centre Resources Boosts the Uptake of IP-based Contact Centre Technology Solutions

The global economic downturn has driven companies to consolidate and virtualize contact centre resources, boosting the demand for Internet protocol (IP)-based contact centre technology solutions. End users are seeking vendors that offer a single solution, to minimise the costs associated with maintaining multiple service-level agreements. Consequently, significant consolidation has taken place within the market. "The global economic crisis has led to the adoption of cost-optimisation strategies," says the analyst of this research. "Therefore, increased momentum towards IP migration is expected, as companies seek to consolidate and virtualize numerous contact centre resources." As part of a cost-optimisation strategy, companies seek to consolidate and virtualize numerous contact centre resources, to allow for centralized reporting and management. This has resulted in an increased demand for IP-based contact centre solutions, which provide for the integration of a number of applications on one server, such as voice, data and video.

Vendors should explore the provision of hosted IP contact centre services that allow companies to access technologies on a need basis.

Report information:

http://www.researchandmarkets.com/research/364192/south_african_cont

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