The communications industry has changed considerably and is no longer a mix of phone and cable companies. This brief identifies the challenges posed in each segment of the communications market, identifying the contact center solutions that they are likely to adopt and tactical considerations for the vendor community to consider.

Scope of this title:

-- The changing face of the communications sector poses an exciting time for the contact center and its associated technologies.

-- Increased dependency on the cell phone boosts services on offer to consumers - from downloading music to mobile-TV.

-- IPTV remains one of the biggest subjects of discussion and speculation across the communications industry today.

Highlights of this title:

Following the slump in the early naughties brought on by the dotcom bubble and 3G debt mountains, the communications industry has changed its approach, with growth coming not through voice services but high-speed data services, and by offering triple and quadruple play bundled services.

A plethora of technologies has emerged changing the face of the modern telecommunications industry, forcing traditional telco operators (fixed and wireless) to deploy technologies and networks to attract new revenue streams and develop new lines of business in an increasingly competitive environment.

Reasons to order your copy:

-- Understand the key challenges facing different sections of the communications market: telcos, mobile operators, VoIP providers, and cable companies.

-- Understand that the real challenge for communications companies stem from the emergence of IPTV services.

-- Identify which contact center solutions are suited to the communications industry and how they can be delivered to add customer value.

Topics CoveredOUR VIEWCATALYSTSUMMARYMETHODOLOGYANALYSISThe changing face of the communications sectorChallenges facing telcosIncreased dependency on the cell phoneChallenges facing mobile operatorsCable and Satellite companies are becoming more matureVoIP providers are pushing the communications industry boundariesSolutions that attract the communications marketVirtual contact centreAgent desktop optimizationVoice based self serviceVideo-callingBusiness intelligence (BI) and CRM combinationsSMS text alertsInstant messaging / presenceAPPENDIXFurther readingAsk the analystList of FiguresFigure 1: Changes needed to counterbalance the decline in fixed line          voice servicesFigure 2: Communications sector is attracted to a particular contact          center solutions

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