Analytics Tools Scramble the Marketplace for Contact Center Software

Business Wire, Sept 24, 2007

PALO ALTO, Calif. -- The Contact Center Group at Frost & Sullivan is pleased to announce its 2007 Quarterly Analyst Briefing Presentation on the Contact Center Software market to be held on Thursday September 27, 2007 at 12:00pm CDT / 1:00pm EDT.

Advancing analytics technology and mergers continue to reshape the marketplace for agent-facing software in the contact center. While the big players get bigger, companies in the middle of the market are building alliances to create more complex integrated suites that include quality tools, workforce management and sophisticated analysis tools. All of this is in the service of making contact centers more efficient, and improving the customer experience.

This briefing will benefit software companies in the contact center space, including those that provide agent optimization systems, speech-based analysis tools and operational efficiency tools. It will also be of interest to companies that provide the tools or services for recruiting and assessing agent skills, and for end-users that purchase any agent management systems.

Highlights of the briefing include an overview of the critical performance management sector of the APO market.

"Performance management has arrived at a pivotal point in the development of contact center systems," notes Frost & Sullivan Senior Analyst Keith Dawson. "The industry is at a watershed moment, where those centers that adopt advanced analytical tools in the near future will have a distinct competitive advantage over those that don't. This translates to an advantage for the software providers that can come to market fastest with top-notch speech and interaction analysis tools, as well."

To participate, please e-mail Mireya Castilla at mireya.castilla@frost.com with the following information: your full name, company name, title, telephone number, e-mail, address, city, state and country. Upon receipt of the above information, a registration link will be e-mailed to you.

Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics. For more information, visit http://www.frost.com.