Originally published February 18, 2010

What’s on Your Roadmap this Week?

Just for fun, I thought it might be interesting to talk about some of the exciting trends we’re seeing in the industry.  If you work for a company that owns, supports, services or sells to contact centers, you no doubt have a similar list of your own.  You’ve probably got a roadmap that identifies the trends appropriate to your market and how you can best leverage and evolve your product or service to meet tomorrow’s customer requirements.

So here’s a partial list of the things we have addressed or are preparing to address with our services in the near future:

• Multichannel touchpoints
• SIP
• Cloud services
• Virtualization
• Unified (not merely converged) contact centers that extend into the enterprise
• Virtual contact centers, i.e., contact centers without walls
• Voice + Visual
• Video self-service
• Multi-modal transactions that demonstrate, not merely explain

As pipes get bigger, servers faster and applications more capable, the user experience gets richer and your responsibilities become more complex.   Our challenge is to find ways to help you evaluate and monitor those complex and ever-evolving end-user interactions.  In order to do that, we have to shut up and listen to where you are going with your plans to implement, support, service or sell contact center technologies.

So what’s around the corner for you?  What challenges/opportunities are you prepared to take advantage of?  Who are you listening to?  You may only be self-service IVR with screen-pop to an agent today, or perhaps a website with a click-to-chat window, but you probably already know what’s coming if you don’t already have it.

Do you have any questions or comments about this blog? We would love to hear from you! Please send us an email!

Mike Burke

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