IntroductionThe lion's share of contact center spending has mostly come from the financial services industry.
Yet, global financial sector spend will increase at a rate of 3.5% from '04 to '09 and this spending pattern will be concentrated in North America and EMEA.
This brief looks at how vendors can capitalize on this in a mature market.ScopeThe financial services sector has long led the contact center industry, yet it is generating spending growth at a marginal rate.The chief reason for the small yet vital growth is an emphasis on improving productivity and profitability.Marrying technology offers with the financial sector's concerns about productivity and profitability can help vendors exploit this market.HighlightsVendors are inclined to demonstrate that the financial services sector should invest in contact centers and specific technologies because they offer good ROI and cost reduction techniques.
This is not a story the banks necessarily want to hear.With customers using any combination of the channels available to them, it is essential that financial institutions form a consistent multi-channel strategy.
Offering a range of channels is a step in the right direction, yet increasingly they remain siloed and as such are not fully coordinated with the contact center.Reasons to PurchaseUnderstand how implementing the right technologies will drive productivity and deliver profitability.Identify the key attributes vendors need to highlight to attract financial institutions' attention.