"This definitely has to be performance management. A large number of projects still have very disparate sources of intelligence. The contact center of the future will have to provide all information in the same language, preferably utilizing a single-dashboard policy.
While it may certainly be true that social media might change all customer care companies, this is even more true for a transparent service (of which social media/ digital services are a particular example).
"

"Better quality CTI, automated role play and testing to ensure agents
understand what is expected of them and to follow through with what they
have learned. This needs to be done prior to putting them on accounts. They
must be well trained and achieve results before you exhaust clients
investment.
"

"Anti-Fraud and security products will be big in the next year. With the need to show that a call center is secure and that the corporate customer and the end-user's data is secure will become more important than ever."

"I believe that the technology that has the biggest potential to make a long-lasting impace on the contact center industry is in the voice recognition area. By 'voice recognition' I don't mean speech-to-text, I am referring to the new technologies that can identify and measure stress levels in people's speech patterns. This technology has been in development (and in some instances in production) for years now, but it still has not yet reached the maturity required to enter the mainstream, and I believe that once it does the industry will be on the verge of a quantum leap."

"Speech Analytics - changing the way we manage quality control"

"I believe Avaya is going to take over from all the competitors related to IT. Avaya technology is the best as far as contact operations are concerned. Aspect, Nice-recording systems and cube will be the followers. Blue Pumpkin and IEX are going to be best WFM systems."

"Virtually everything is being impacted by cloud computing, and contact centers will be no exception. But I also think the distributed "work from home" agent model will continue to gain momentum. Contact centers will need to find ways to build and manage remote workforces. They'll have more access to talent, but selectivity just becomes that much more important."

"Social enterprise technologies that enable companies to engage with and delight their customers will have the biggest impact over the next year. There are now more people on social sites than any other place on the web. Listening to and engaging with your customers on social networks will allow contact center executives and directors an unprecedented amount of insight and flexibility in enhancing the conversation between them and their customers and facilitate better customer experiences overall. And to be social you need to be in the cloud – social, mobile, and open cloud computing technologies go hand-in-hand with the social enterprise and putting customers at the heart of the business."

"True Cloud ....not fake cloud providers or hosting vendors (proclaiming to be cloud)."

"The ability to efficiently interact in social and other non-traditional formats will reduce contact costs while increasing consumer satisfaction."

"The contact centre will need to customise its service deliver to suit the needs of individual customers and this will require the organisation to create as a complete picture of the customer that they can so I believe CRM platforms will need to be developed to meet this need. In additional I also think that knowledge systems will also grow as the centre becomes the central location of information for both external and internal customers"

"lower cost integrated communications"

"Social Media especially rwith regard to Reputation Management"