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Business Trends 2010: Knowing Your CRM Outsourcing Customer in Australia

January 2011 | 23 pages | ID: B6CF309B91BEN
Ovum

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Introduction

This brief is based on Ovum's annual CRM outsourcing Business Trends data of respondents across verticals and examines trends in the Australian outsourced contact center market, taking into account client opportunities and service preferences.

Features and benefits
  • An overview of Australian contact center budget evolution
  • Trends in offshore deployments among Australian contact centers
  • Identification of new business model acceptance (home agents, social media, IVR speech self service)
Highlights

Australian contact center budgets remain strong, and firms seem to be emphasizing revenue generation and customer satisfaction

However, there is limited appetite in Australian enterprises for offshore deployments or home agents

Further, there are significant differences in the types of roles Australian enterprises are willing to outsource

Your key questions answered
  • What are the key trends in CRM outsourcing procurement in Australia?
  • What do Australian enterprises think of contact center offshoring?
  • What are the opportunities for service provision of social media in Australia?
  • What are the key business priorities of Australian enterprises, and to what extent does offshoring play a part?
OVERVIEW

Introduction
Scope of this presentation
Research and analysis highlights
Key reasons to read this report

APPENDIX

Further reading
Methodology
Author
Ovum Consulting
Disclaimer


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