Introduction: This executive report provides a concise overview of the European and North American retail banking call center markets. It highlights business specific issues that are driving call center technology spend, as well as key opportunities for call center technology vendors in the retail banking space. Scope of the Report: * Coverage: Western Europe and North America * Technologies discussed: CRM, IVR, Call Routing, Workforce Optimization and IP Architecture. Report Highlights: On average, European and North American call center IT spend is set to grow by $1.2bn until 2005. Vendors must focus on call center technologies that maximize the efficiency of call centers, while improving their revenue generating capabilities. Channel integration and workforce optimization will be key to ensure the wider success of retail banks' wider CRM strategies. Key Reasons to Buy the Report: * Understand key business and technology requirements that are driving call center IT spend in retail banking * Identify the principal issues in retail banking call center implementation and integration and understand how technology can work to overcome them * Gain a better understanding of various national markets, including less mature markets where great opportunities still reside
(0 items)
