CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus)
Datamonitor
October 7, 2008 46 Pages - SKU: DFMN1933578
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Introduction
Customer service and support solutions are being developed with the user interface and customer experience in mind. Vendors are offering unified desktop solutions, which integrate multiple systems and applications into one application, providing a single point of access for all customer information.
Scope
- Analyses the key trends, drivers and inhibitors in the contact center CRM and unified agent desktop market.
- Provides market spending forecast for premise-based CRM, hosted CRM and unified agent desktop applications from 2007 - 2013.
- Assesses the leading CRM and unified agent desktop solution vendors.
- Discusses the future trends and provides recommendations for vendors.
Highlights
- Enterprises are changing their contact center strategies. Previously, they were focused on cost cutting and making contact center operations more efficient. After an increasing need for compliance and the tightening economy, enterprises are placing more importance on customer retention and providing better service.
- Enterprises are continuing to invest in CRM solutions in the contact center and are upgrading old customer service solutions to gain new features and unified desktop capabilities. The hosted deployment model is gaining traction, as enterprises realize the benefits of faster deployment and lower capex.
- Monitoring agent and customer behavior is an increasing focus for enterprises as they try to better understand their customers. There is a large amount of historical data available and enterprises are beginning to use this with customer analytics to provide real-time feeds to agents about how to respond to customers.
Reasons to Purchase
- Understand significant trends in the contact center CRM and unified agent desktop market in order to plan your go-to-market strategy.
- Learn about the key industries where CRM is being deployed and discover customers' pain points and motivations for investment.
- Gain insight into the global market size and discover Datamonitor's predictions for revenue growth for hosted and premise-based CRM.
Please Note: This product is delivered as a zip file
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- Overview
- Catalyst
- Summary
- Key Messages
- Contact centers are investing in tools that help improve customer retention
- There is a demand for better user interfaces and easier access to customer information
- The market for CRM in the contact center is growing steadily
- Analytics and real-time predictive response solutions will play a greater role in the contact center
- Integration in the contact center is paramount moving forward
- Table of Contents
- Table of figures
- Table of tables
- MARKET OPPORTUNITY
- Definitions
- CRM
- Hosted CRM
- CRM solutions tie siloed departments together
- Unified agent desktop
- Market trends and the evolving contact center
- The contact center represents a significant opportunity for CRM vendors
- Enterprises are investing in technology to enable the contact center as a tool for customer retention
- Agents' roles and responsibilities must change to adapt to increasing use of phone and web self-service
- There is an increase in the numbers of home-based and outsourced agents
- Contact center infrastructure is changing to become more flexible
- Analytics is playing a more important role in CRM solutions
- Drivers for investment in CRM and unified agent desktops
- The need to reduce costs and improve customer retention is driving investment in CRM
- Using CRM and analytics to transform contact centers from cost centers into profit centers
- Enterprises want to improve system usability and agent turnover rates
- Outsourced agents need access to the same level of information
- With increased regulatory control, enterprises need to monitor agent data access
- Key challenges for CRM vendors
- CRM applications were originally designed for sales and marketing departments
- The slow adoption of IP telephony provides integration challenges
- Limited IT budgets for new technology may put CRM investments on the back-seat
- Market size
- Premise-based CRM is growing at a steady rate
- The majority of spending is on premise-based CRM solutions
- Hosted CRM is growing slightly faster than premise-based CRM uptake
- Unified agent desktop solutions
- The majority of spending is from large contact centers in North America and Western Europe
- Customer Impact
- Financial services
- Insurance
- Telecommunications
- Outsourcing
- Manufacturing and technology
- Other verticals
- Customer pain points
- Premise-based versus hosted CRM deployments
- When to invest: ROI model
- Cost to the business
- Measurable benefits
- Competitive Landscape
- The leading contact center CRM vendors
- Altitude Software
- Strengths
- Amdocs
- Strengths
- CDC Software (Pivotal and Saratoga CRM)
- Strengths
- Chordiant Software, Inc.
- Strengths
- Sword ciboodle
- Strengths
- Cincom
- Strengths
- Consona Corporation
- Strengths
- eSoon
- Strengths
- Fuze
- Strengths
- Infor
- Strengths
- Jacada
- Strengths
- KANA
- Strengths
- Microsoft
- Strengths
- OpenSpan
- Strengths
- Oracle
- Oracle E-Business Suite
- Oracle PeopleSoft CRM
- Siebel CRM
- Strengths
- Pegasystems
- Strengths
- RightNow
- Strengths
- Salesforce.com
- Strengths
- SAP
- Strengths
- SugarCRM
- Strengths
- Go to Market
- Channel and partners
- Systems integrators and contact center infrastructure vendors are the main routes to market
- Future Trends
- Unified agent desktop solutions will become a more intrinsic part of CRM
- Growth in SOA-based applications and architecture
- The contact center will continue to be integrated into the business with unified communications
- Using real-time analytics to predict customer behavior
- Increasing focus on multiple channels and integration of customer portals
- Investments in CRM will become more strategic
- Recommendations
- Create packaged vertical CRM and desktop applications
- Provide hybrid and alternative deployment models to appeal to wider range of customers
- CRM vendors, IP telephony providers and unified desktop vendors must work in concert
- Where M&A activity has occurred, vendors need to create clear product maps for integrated solutions
- APPENDIX
- Definitions
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: Total number of global contact center agents, by contact center size in 2008
- Table 2: North American and Western European enterprises' current adoption and short-term contact center investment plans, 2008-2010
- Table 3: Global spending on premise-based CRM licenses and services, 2007-2013 ($ millions)
- Table 4: Global spending on CRM and unified agent desktop applications, 2007-2013 ($m)
- Table 5: Global spending on contact center CRM by region and contact center size in 2008
- Table 6: Contact center technology spending by industry, globally in 2008 ($m)
- List of Figures
- Figure 1: CRM solutions provide front-office staff with intelligence on their customers
- Figure 2: Total number of global contact center agents, by contact center size in 2008
- Figure 3: North American and Western European enterprises' current adoption and short-term contact center investment plans, 2008-2010
- Figure 4: Global spending on premise-based CRM licenses and services, 2007-2013
- Figure 5: Global spending on CRM and unified agent desktop applications, 2007-2013 ($m)
- Figure 6: Spending on contact center CRM by region and contact center sizeband in 2008
- Figure 7: Contact center technology spending by industry, globally in 2008
- Figure 8: Common customer pain points and how they can be resolved with CRM solutions
- Figure 9: The leading CRM and unified agent desktop vendors
- Figure 10: The route to market for CRM and unified desktop applications
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