Gartner Research

Peer Practices: Getting On the Same Page Is Critical for Multichannel Contact Center Infrastructure Success

Published: 18 January 2013

ID: G00245952

Analyst(s): Ken Agress


Participants in Gartner's field study on multichannel contact center infrastructure discussed organizational issues that impeded project success. This field research describes the various silos, process issues and conflicting responsibilities that enterprises should be prepared to address.

Table Of Contents

Summary of Findings

Research Findings

  • What We Found: Getting On the Same Page May Be the Biggest Hurdle
  • There's Some Serious Money (and Justification) Involved
    • Participants Speak: High Costs Demand Solid Business Cases
    • Analyst Perspective: The Application Supplies the Justification
  • We Have Met the Enemy, and He Is Us
    • Participants Speak: Silos Within IT Beget Technical Silos
    • Analyst Perspective: IT Needs to Be on the Same Page First
  • Is the Link to the Business Strong Enough?
    • Participants Speak: New Channels Impact More Than Technology
    • Analyst Perspective: Technology Strategy Flows From Business Strategy
  • Get IT on the Same Page First
  • Inventory Customer Service Stakeholders and the Systems They Use
  • Reduce, Reuse and Virtualize

Methodology and Demographics

Recommended Reading

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