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Studie - Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)

Datamonitor

Datamonitor, 6/2009

44 Seiten

Typ: Studie
Sprache: English
Regionen: Europa, Asien / Pazifik, Mittlerer Osten / Afrika, Nordamerika / USA, Australien, Mittel- / Südamerika
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Verfügbarkeit: verfügbar

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Introduction

With the growth in IP, enterprises will be able to leverage business process routing and unified communications to manage customer interactions across the contact center and back office environments. The combination of workflows and intelligent routing in an IP environment potentially can enable contact centers to improve productivity, profitability and cost reduction.

Scope

*Covers emerging routing concepts in contact center operations

*Provides an overview of strategies from leading vendors in the emerging routing 2.0 space

*Illustrates case studies from innovative companies utilizing routing 2.0 to improve customer satisfaction

Highlights

The buzz around routing 2.0 concepts is occurring in the context of numerous market forces, including macro-economic conditions and the need for vendors to increase their addressable market at a time when adoption of new technology has slowed significantly, that can rightfully be seen as drivers.

Although a few enterprises are looking at the confluence of the recessionary environment and greater access to transformative technologies as an opportunity for something akin to a paradigm shift, most are looking for more incremental changes. Routing 2.0 technologies arguably hold the promise for both incremental and explosive changes.

Reasons to Purchase

*Understand the flood of new industry terms including: CEBP and unified communications in the contact center

*Become familiar with the ways that vendors are approaching the problems of adding communications and collaboration to existing business processes

*Learn how business consulting services becomes a greater necessity to deploy routing 2.0 successfully

Overview 1

Catalyst 1

Summary 1

Key Messages 2

Routing 2.0 connects the dots between contact centers, UC and business processes 2

UC links the enterprise and the contact center 2

CEBP comes in two flavors 2

Business process automation brings routing to the back office 2

Routing 2.0 sales efforts will require vendors to forge new relationships 3

Table of Contents 4

Table of figures 5

Table of tables 5

Market opportunity 6

Defining the market 7

Market trends 8

The economy pushes enterprises towards efficiency 8

Vendor strategies are changing 8

The competitive landscape is shifting and converging 9

The value of IP transformation has been rising 10

Reuse comes to the fore 11

Enterprises look for consistency in communications 12

Technology Evolution 13

Routing 2.0: Connecting the dots between UC, contact centers and process 13

UC extends into the contact center 14

Communications-enabled business processes 16

Business process routing 19

Why choose a contact center vendor for process automation? 20

Customer Impact: undercover routing 2.0 22

Siam Commercial Bank connects the contact center and the back office 22

The problem: too many systems, too few results 22

The solution: collaboration between the contact center and the back office 23

University of Alabama wins the small ones 23

The problem: small balances equal large headaches 23

The solution: proactive outreach 24

Rebranding solutions 24

Competitive Landscape 26

Communications technology providers 27

Aspect Software 27

Avaya 28

Cisco 29

Genesys 30

Interactive Intelligence 32

NEC 34

Nortel 35

Siemens 36

Business process management vendors 37

Comparison of various nomenclatures 38

Go to Market 39

Education, education, education 40

Recommendations 40

Less focus on names, more focus on benefits 40

Build business consulting partnerships 41

Target the horizontal 41

Focus on true interoperability 41

APPENDIX 43

Definitions 43

Methodology 44

Further reading 44

Ask the analyst 44

Datamonitor consulting 44

Disclaimer 44

List of Tables

Table 1: Vendor-identified routing 2.0 categories 38

List of Figures

Figure 1: Word cloud showing popularity of particular routing 2.0 terms 7

Figure 2: Transformation of value from IP over time 11

Figure 3: Taxonomy of routing 2.0 14

Figure 4: CEBP: collaboration and transactions 17

Figure 5: Genesys iWD architecture 31

Figure 6: Numerous interactions can initiate the same IPA process 34

Figure 7: Siemens integrates unified communications with workflow 37

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