IntroductionA bird's-eye view of the US market illustrates that it is the highest spending country in the world for contact center technologies, yet this spending pattern is disjointed as the number of contact centers is declining.ScopeThe low end is both a growing and revenue-captivating opportunity.Inspirational Service Provider propositions are key for aspirational revenue growth.Technological improvements augment the increase in small contact centers.HighlightsHigh saturation levels of contact center technology and limited discretionary budgets mean opportunities for technology vendors lie primarily in upgrades and in improving functionality.
Behind the façade of declining contact centers and growing technology spend is a different story.
The US small contact center technology spend will increase; why?Reasons to PurchaseUnderstand the main challenges and drivers to small contact center growth.Understand how inspirational propositions are needed to improve vendors revenues.Understand how technological improvements can aid in the provisioning of contact center solutions.