Editor Reviews:

Product Description:

This IDC Canada insight examines the Canadian contact centre industry as it strives to deal with a number of challenges that have the potential to erode long-term industry profitability. The foremost example of a disruptive technology impacting the contact centre industry in this country is ebusiness and its influence on self-service and the distribution of information beyond 'official' channels. IDC Canada believes that this industry has a future in Canada but vendors must be willing and capable of making market-driven investments to position the business for future growth.