Gartner Research

Key Issues for Contact Center Infrastructure, 2011

Published: 28 January 2011

ID: G00210237

Analyst(s): Drew Kraus

Summary

Contact center infrastructure plays a key role in executing end-user customer service and sales strategies. Here we provide an overview of the end-user and vendor-oriented Key Issues discussed in our contact center research in 2011.

Table Of Contents

Topic Description

Why This Is Important

Key Issue Descriptions

  • Gartner's 2011 Research Agenda for Contact Center Infrastructure
  • Core Topic: Enterprise Communication Applications
    • Key Issue: How does contact center technology support overall business goals?
    • Key Issue: How will contact center technologies and architectures evolve during the next five years?
    • Key Issue: How will the provision of contact center infrastructure evolve, and which vendor solutions will be most successful during the next five years?
    • Key Issue: What are best practices for justifying, developing, deploying, operating and evolving contact center infrastructure?

Related Key Initiative(s)

Recommended Reading

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