The Changing Face of Customer Service

A quick search for images of call centers results in a familiar scene: an attractive customer service representative, head slightly tilted with a coy smile behind her headset, as if to say, "Go ahead. Make that call. No problem is too big for me, silly."

But today's call centers are much more complex than that stock photo might suggest. Increasingly, companies are utilizing VoIP call centers as a model for other parts of their business. For example, a sales group can be treated like a call center, using tools such as prioritized skills routing to ensure that the right type of prospect gets to the right sales representative.

Likewise, the call center is becoming less of a place, as enterprises and service providers use remote workers and satellite offices to create a call center of the necessary capacity without creating a hive of agents in one location.

These are just some of the findings in the latest Heavy Reading IP Services Insider, "VoIP Call Centers Adapt to a BYOD World." This report examines the VoIP call center market, providing analysis about the verticals that are most likely to utilize VoIP call centers during the next two years, as well as drivers and challenges in this market. It includes a comparative analysis of solutions available, examines the geographic growth expectations of the market and explores trends that are likely to develop during the next 18 to 24 months.

VoIP call center vendors are focused on providing multiple channels for customer contact, including phone, email, websites, Web chat and social networks such as Twitter or Facebook. Within the next two years, it's likely that consumers will use more than one -- if not a combination -- of these touch points with a contact center.

As the number and scope of channels continues to proliferate in the coming months, VoIP call center vendors should continue to focus on integrating the solutions to create dependable, flexible communications platforms. Likewise, they should ensure that their enterprise and service provider customers are well educated about how their solutions can be used for more than simply queuing calls from customers.

As that occurs, the face of customer service will begin to look much more like a tool necessary for a business to stay competitive and differentiate itself in the market, and much less like the toothy, empty-headed promise of the past.

— Denise Culver, Research Analyst, Heavy Reading IP Services Insider

The report, VoIP Call Centers Adapt to a BYOD World, is available as part of an annual subscription (six issues) to Heavy Reading IP Services Insider, priced at $1,595. Individual reports are available for $900. For more information, or to subscribe, please visit: www.heavyreading.com/entvoip.

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