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CORPORATE BUSINESS
Inbound solutions buoyant
A
lthough it’s an and instant messaging traffic more evenly through simplicity of deployment
increasingly integration are becoming peak and off-peak times, and operation. “What
complex area, more important for agents but resellers need to help we’ve realised is that
there’s a good reason for as customers increasingly companies understand that the issue people face
resellers to stay on top of demand real time there has to be a cultural today is ease of use,” says
the market for inbound responses,” Hollingworth shift in agents’ behaviour Kentis Gopalla, Contact
call solutions. It’s been a added. “They provide new when dealing with end Centre Product Manager
relatively recession-proof ways for agents to engage customers. There’s a fine at Alcatel Lucent. “Most
area, according to Opal’s on a more personal level line between sounding solutions require five people
Director of Wholesale, Andy with customers, making professional and coming to manage the call server,
Hollingworth. “The market communications more across as a ‘robot’. and most mid-sized contact
for hosted inbound solutions instantaneous and speeding “Writing is a different centres don’t have that.”
is buoyant,” he noted. up business processes.” communication art form to
“In part due to the new
Gregg Widdowson
talking,” says Widdowson. Newer systems that
legislation for transparency Gregg Widdowson is because they have “If you’re dealing with a allow team leaders and
around the costs associated a Consulting Systems a lot of investment in highly regulated sector managers to provision
with non-geographic Engineer at Avaya with their infrastructure,” he like financial services then new agents and change
numbers, but also as a result over 12 years experience explained. “The majority templates may be the rules themselves have an
of advances in technology.” designing and integrating of contact centres are preferred method because appeal to UK customers,
call management solutions voice only, but we’re you can make sure all he continues, because
Cost savings through IVR for contact centres. He seeing a lot more interest the wording is approved the larger contact centre
and multimedia messaging, believes that after a slow in solutions that can either beforehand. In other areas, with a big technical team
he explains, are helping to start, multimedia is now a handle multimedia today the individual touch may is unusual here. “We feel
offset the loss of income part of the discussion for or could be upgraded to be more appropriate.” the call centre market is
from 087x revenue shares. most new installations in in the future. It’s certainly moving about ease of
At the same time, as more the enterprise. “Contact on everyone’s agenda.” Demand for new features use, serviceability and
businesses consolidate centres aren’t the most aside, the biggest concern deployment. People are
they’re re-evaluating aggressive at implementing Alternate forms of contact facing vendors, resellers looking for easy ways
their inbound strategy. new technologies, they’re can help large organisations and customers of inbound to deploy a call centre
“Technologies such as email quite conservative to distribute incoming management systems is without relying on others.”
n
www.comms-dealer.com COMMS DEALER MARCH 2010 29
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