According to marketwatch.com, the makers of VoIP call center platforms are implementing social network features and functions to their software. The decision is based on an effort to capitalize on the trends toward greater use of social networking and mobile devices such as smartphones and tablets. The group, known as the VoIP Call Centers Adapt to a BYOD World, examines the VoIP call center market and then provides analysis about the most verticals that are most likely to use VoIP call centers over the next two years.
Key findings of VoIP Call Centers Adapt to a BYOD World include the following:
Contact centers must now enable users to interact with clients or consumers across the customer’s preferred channel, be it voice, IM, chat or social networking.
One strong vertical for VoIP call centers is financial services, which is focused on streamlining business processes and consolidating content and communications on a single platform.
Enterprises increasingly view VoIP call centers as a revenue-generating profit center, as opposed to only a customer-support tool.
Service providers should explore how to provide VoIP call centers for a fixed fee that decreases risk and capital outlay for enterprises.
As the BYOD trend adds pressure to enterprise infrastructure, vendors must address how such devices interact and integrate with the call center.