Report Shows How Contact Centers Can Protect Investments While Migrating to All-in-One Communications Software Suites
April 16 2009 - 9:00AM
Business Wire
BenchmarkPortal, an independent research firm specializing in
contact center best practices, has published a report showing how
contact centers can protect existing investments, while making a
phased migration to all-in-one communications software suite
solutions.
The report, titled �Technology Adoption Strategies for
All-In-One Contact Center Solutions,� builds on previous research
that demonstrates total annualized costs for all-in-one
communications software suites can be less than half that of
multipoint solutions following acquisition.1
�Our first two studies in this report series revealed the
operational benefits � including significant cost savings � of
all-in-one contact center solutions,� said Dr. Jon Anton, report
co-author and adjunct professor at Purdue University. �Given these
benefits, we sought next to explore all-in-one adoption
methods.�
Report co-author, Bruce Belfiore of Purdue�s Center for
Customer-Driven Quality, added: �Based on our survey results, we
found that contact centers don�t have to face an all-or-nothing
�rip-and-replace� decision if they opt for an all-in-one
solution.�
The report data were gathered from more than 100 contact centers
and includes six migration case studies based on interviews with
survey respondents. The study also provides an Adoption Matrix to
help contact centers analyze and select the migration strategy best
suited to their organization.
Key findings from the report include the following:
- There is a sizeable experience
base of contact centers that have migrated to all-in-one
communications software suites over time.
- Migration to all-in-one
communications software suites is generally no more difficult, and
is frequently less difficult, than other IT initiatives within
contact centers.
- Approximately four out of five
managers with multipoint solutions feel that a gradual migration
strategy would make adoption of an all-in-one communications
software suite more attractive.
- There is not a unique roadmap,
but rather a matrix of considerations that contact centers should
take into account when considering migration to an all-in-one
communications software suite. These include:
- Age of existing multipoint
solutions
- Degree to which multipoint
solutions are embedded into existing infrastructure, processes and
customer-facing technologies
- Management�s knowledge and
resources for handling technology migration
- Human and cultural factors
- Budget
- Number of remote offices
- Overall technology roadmap
The survey was conducted via the Web by polling
BenchmarkPortal�s contact center performance database � the world�s
largest research repository with more than 25,000 global members
representing 45 different industry sectors. For more information
about Benchmark Portal, visit www.benchmarkportal.com.
To download a free copy of the BenchmarkPortal report, visit:
http://www.inin.com/resources/Documents/BenchmarkPortal-All-in-One-Migration.pdf.
The BenchmarkPortal survey was sponsored by Interactive
Intelligence (Nasdaq: ININ), a global provider of unified IP
business communications solutions.
In conjunction with the BenchmarkPortal report, Interactive
Intelligence has launched a competitive replacement program. This
program gives discounts to contact centers that opt to replace
specific multipoint solutions with the company�s all-in-one IP
communications software suite, thus making migration even more
cost-effective. Program details can be found at:
http://www.inin.com/replace/.
1BenchmarkPortal defines systems composed of products or
applications acquired from third-party vendors � despite many being
marketed as �all-in-one,� �unified,� or �suite� solutions -- as
multipoint due to their multi-system hardware architectures and
multiple points of administration. To view the complete Benchmark
Portal report series, including a cost comparison analysis, visit
http://www.inin.com/resources/Pages/Research-Papers.aspx.
About BenchmarkPortalBenchmarkPortal is the source for
Customer Relationship Management (CRM) best practices information
for call centers. It is continually growing its database, already
the world's largest for call center metrics. In conjunction with
the Center for Customer-Driven Quality at Purdue University,
BenchmarkPortal provides data to call center managers via a series
of unique and actionable reports. With these reports managers can:
a) compare their performance against an appropriate peer group of
call centers; and b) make optimal, fact-based decisions regarding
capital investment, personnel, procedures, etc. Through its
reports, leading edge research and certification programs, it
contributes to the continual improvement processes of individual
customer call centers. BenchmarkPortal also manages the College of
Call Center Excellence education program for call center
professionals. For more information contact:
sean@benchmarkportal.com; 720-222-0470; or
www.benchmarkportal.com.
About Interactive IntelligenceInteractive Intelligence
Inc. (Nasdaq: ININ) is a global provider of unified business
communications solutions for contact center automation, enterprise
IP telephony, and enterprise messaging. The company was founded in
1994 and has more than 3,000 customers worldwide. Interactive
Intelligence is among Software Magazine�s top 500 global software
and services suppliers, is ranked among Network World�s top 200
North American networking vendors, is a BusinessWeek �hot growth
50� company, and is among FORTUNE Small Business magazine�s top 100
fastest growing companies. The company is also positioned in the
leaders� quadrant of the Gartner 2008 Contact Center
Infrastructure, Worldwide Magic Quadrant report. Interactive
Intelligence employs approximately 600 people and is headquartered
in Indianapolis, Indiana. It has six global corporate offices with
additional sales offices throughout North America, Europe, Middle
East, Africa and Asia Pacific. Interactive Intelligence can be
reached at +1 317.872.3000 or info@inin.com; on the Net:
http://www.inin.com.
This release may contain certain forward-looking statements that
involve a number of risks and uncertainties. Factors that could
cause actual results to differ materially are described in the
company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks
INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other
marks. All other trademarks mentioned in this document are the
property of their respective owners.
ININ-G
Release Summary:Independent study shows contact centers
how they can gradually migrate to all-in-one communications
software suites, which research shows can average less than half
the cost of multipoint solutions
Keyword Tags:communications software, contact center,
contact centers
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