By Julian Pletts
Expects to see an evolution of the call centre market over 2009 as enterprises look to maximise customer care
Networking vendor Avaya has said that it expects to see an evolution of the call centre market over 2009 as enterprises look to maximise customer care.
The vendor cites feedback that it has received from its channel over the previous year as indicative of coming growth and sophistication in the call centre space. According to Avaya, systems integrators and reseller partners can look to benefit from demand in technology such as speech analytics.
“Feedback from our business partners shows that there is already an increased interest in solutions that bring intelligence to the existing call centre environment,” said Nidal Abou Ltaif, managing director for Avaya in the Middle East and North Africa.
“By combining flexible working policies with unified communications, businesses can equip staff with the ability to work from anywhere, extending business hours without increasing, and in many instances actually reducing, working capital expenditure as companies save money on office space, heating and lighting requirements,” added Ltaif.
The firm also claims that this year will see mid to large sized companies that have already invested in basic VoIP networks increase that outlay with the deployment of additional unified communications applications. The firm says this will be a feasible investment for SMEs because these applications can be added at a relatively low cost and will rapidly realise return on investment considering financial concerns.