A Brighter Future Lies Ahead for the Contact Center Market
By Donna Fluss
The last three to four years have been rough for the evolving contact center market – customers, prospects, vendors and investors – but hardships will be overcome by good business practices and innovation. This market is here to
stay because companies of all sizes need the technologies contact center vendors sell to provide outstanding service to their customers. The greater contact center market is continuing to undergo major changes in technology, solutions, vendors, positioning and needs and while the transition has caused major disruptions for customers and prospects (as well as for investors and employees), when the market stabilizes in late 2004, the products and vendors will be stronger and better able to meet the needs of users.