Stats/Polls on CTI Information

[kelemvor]

Greetings,

I'm wondering if anyone knows of any official surveys or studies that were done that would show what percentage of call/contact centers use CTI information to do Screen Pops and auto fill information. I've seen some data that shows very low numbers but they also include call centers of any size.

I'm mainly interested in studies of call centers with over 100 or 150 agents since that's the point where it actually becomes cost effective to implement technlogy like this.

If you have any links or anything please let me know.

Thanks.

[Ken@Zeacom]

Regarding official surveys or studies on call/contact centers:

Look into the Center for Customer-Driven Quality at Purdue University. Dr. Jon Anton is revered as an expert in this industry, written several books on the subject and recently published a benchmark study on this very topic. I would contact Purdue University or benchmarkportal.com for more information.


It's also worth noting that the point where it makes sense to implement Screen Pops is much lower than you may think. A hard dollar ROI for even a smaller (20-100 seat) contact center can be quite significant. The biggest difference is who is doing the professional services work to facilitate the Screen Pops. The reason that Screen Pops have been so expensive is that companies that used to be the only ones focusing on implementing this type of advantage maintain large contact centers. The development cost is roughly the same, regardless of the number of seats; therefore, if you can only spread the cost of this across a smaller contact center, it is difficult to justify the expense. However, there are companies that are focused solely on providing the same "fortune-500" features and capabilities (such as Screen Pops) to smaller contact centers, and are priced for that market; thus, making them feasible. I think that, surprisingly, you will find that the percentage of even large contact centers that have implemented Screen Pops is relatively low (we all still experience entering our 17 digit account number through the phone while waiting in a queue and then being asked for it again when a live voice answers).

Further resources:

Inbound Screen Pop ROI calculator:
http://www.zeacom.com/solutions/si/d...promid2002.xls

Good luck with your research and feel free to contact me if you have any questions.


Ken Brickley
Zeacom, Inc.
949-263-4395
www.zeacom.com

[mconboy]

We have recently conducted research in Australia and New Zealand and found that 18% of call centres use screen pops as a CTI application.
Other figures include
Caller identity 19%
Inteligent routing 20%
DNIS 17%
Seamless Transfers 7%
Predictive Dialling 9%
Screen Transfer 8%
Screen ailling 11%

Further Resources
www.callcentres.net

New research and updated figures will be available in Feb 2003

Good Luck
Martin Conboy

[kirkinmt444]

I believe Jon Anton at Purdue has numbers available. Only about 22% of the 75000 largest call centers in the US have CTI enabled. I think this number is from circa 2000.