Market interest in contact center applications

[kbullers]

Are you noticing more small/medium companies interested in/using contact center applications? I'm thinking of buying an application for my company and it seems that a lot of smaller companies are utilizing it these days.

 

[hawks]

Yes and allot of the reasons I'm getting is for the reporting functionality.

 

[kbullers]

I'm interested in reporting but also real-time stats like agent status and calls in queue.

 

[donb01]

We're using it for the reporting. It allows us to figure our peak days and times and attempt to staff accordingly for better perceived customer service. We really don't have anyone looking at the real time stats unless they're bored or something.

Another area of interest to us is call abandonment times, and what things we can play with on our on-hold announcements in messages to get people to stay on longer. We also use them to promote other products and services besides just what the caller is waiting for.

 

[Sympology]

We use them extensivly in in Sales and Call centre (200 agent) locations.
Realtime stats are for the team leaders / supervisors. historical stats for the customers and Directors

Only the truly stupid believe they know everything.
Stu.. 2004