- Content Management
- Content Management
- Digital Asset Management
- Document Management
- CRM
- Call Center
- Contact Management
- Customer Relationship Management (CRM)
- Customer Service
- eCommerce
- Lead Management
- Marketing Automation
- Sales Force Automation
- Search Marketing
- ERP
- Accounting
- Enterprise Asset Management (EAM)
- Enterprise Resource Planning (ERP)
- Enterprise Service Automation
- Financial Management
- Product Lifecycle Management (PLM)
- Professional Services Automation
- Supplier Relationship Management (SRM)
- Supply Chain Management
- Warehouse Management
- Human Resources Management
- Human Capital Management
- Performance Management
- IT Management
- Email Security
- Help Desk
- Internet Security
- IT Asset Management
- IT Compliance
Five9 White Paper
Yankee Group's Total Cost of Ownership Study
The contact center marketplace is at a turning point caused by the revolutionary and disruptive effects of the internet. IP telephony has changed the market landscape in terms of economics, global reach, ubiquity of service and resource availability. Multi-site environments and remote workers are becoming common, enabled by the easy-to-implement features of simple-to-install, yet robust and sophisticated IP-hosted contact center solutions. These new solutions can better satisfy the needs of a marketplace seeking lower TCO, higher return on investments, better customer service and reduced operating costs. The Yankee Group 2005 North American Contact Center VoIP Adoption Survey reviews the market forces driving these trends
Tags: Customer Service, Call Center, Contact Center, VOIP
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