Comments on: Contact Center Outsourcing Consolidation – Where are the benefits? http://www.esourcingforum.com/archives/2009/09/18/contact-center-outsourcing-consolidation-%e2%80%93-where-are-the-benefits/ The source of information and best practices in strategic sourcing. Tue, 10 Jan 2012 21:21:12 +0000 hourly 1 By: Lee J Tarricone http://www.esourcingforum.com/archives/2009/09/18/contact-center-outsourcing-consolidation-%e2%80%93-where-are-the-benefits/comment-page-1/#comment-11493 Lee J Tarricone Fri, 18 Sep 2009 14:49:36 +0000 http://www.esourcingforum.com/?p=32982#comment-11493 The consolidation no doubt is underway, but there are other forces at work as well. Technology is enabling more contacts to take place without human intervention, and many customers/users actually prefer a robust automated solution to working with humans. For a support incident to be satisfactorily concluded without a real-time person involved, the experience needs to be content-rich, accessible, and intuitive. This means opportunities for innovative companies that can design solutions for the myriad products and specialties out there. The biggest players won't win it all--there's plenty of room for the niche players too. The consolidation no doubt is underway, but there are other forces at work as well. Technology is enabling more contacts to take place without human intervention, and many customers/users actually prefer a robust automated solution to working with humans.

For a support incident to be satisfactorily concluded without a real-time person involved, the experience needs to be content-rich, accessible, and intuitive. This means opportunities for innovative companies that can design solutions for the myriad products and specialties out there. The biggest players won’t win it all–there’s plenty of room for the niche players too.

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