Call Center Industry Absorb Trip With Unclear Destination

YouCon observed inconsistent trends Munich at Call Center World, the YouCon EDV Dienstleistungs GmbH has collected the 18th March 2011 different impressions about long-term trends and short-term developments during her first appearance at the Call Center World in Berlin. The Austrian software and consulting company with offices in Munich and Vienna, which relies mainly on the sales and the implementation of IP-based communications solutions, has on the one hand much at the trade and exhibition and Congress movement and on the other hand much ambiguity about the registered future of the call center industry. The market is currently dominated by many and especially fundamental discussions, will have a significant impact on technologies, processes, suppliers and consumers. In many places the market participants have visited while is made along the way, without knowing exactly where the trip is to go”, reported Peter Kugler, Managing Director of the YouCon GmbH. the industry is characterized by many small and large innovations, much dynamics and Willingness.

This is the risk neglecting the central tasks, and to fighting on too many fronts at the same time however.” As an example, YouCon introduces the topic of social media that could be missed as a keyword in any conversation. Although many companies have already more or less professionally integrated into existing processes and systems platforms such as Facebook and Twitter, so is not yet clear when sober consideration, what role these channels in the medium term actually will play in the customer service. Also the issue, whether and in which areas cost considerations will prevail against quality efforts, could be answered in the numerous discussions. Peter Thiel is full of insight into the issues. Also controversial was the question whether medium-term external call center will prevail against in-house call center, if it comes to a mix of industry-specific or whether more companies will make the telephone customer service in-house. Many market participants are given the many different scenarios before the question of how they today are up to.

You want to sleep no trends on the one hand and on the other hand not too soon put on the wrong horse”, explains Peter Kugler. Basically, I would advise the company to processual and technologically so to align themselves, that they have a high degree of flexibility. A promising approach is certainly in it, to an IP-based infrastructure, that it makes easy companies merge communication channels, to network locations, as well as each other to reconcile hard – and software solutions.” About the YouCon EDV Dienstleistungs GmbH: The IT service provider with headquarters in Vienna focused on its solutions on the interaction between humans and technology. This applies to the integration of VoIP software into existing and new infrastructures as well as for process optimization and the creation of customized software solutions. As a successful product is the in-house Myrmex”this internally as well as in the supporting outsourcing use. The wide range of services means full product solutions from a single source for individual tasks. Since 2007 the company service partner of SAP. Due to the proven cooperation, SAP for YouCon has as a central sales and integration partner opted for the all-IP solution SAP business communications management (BCM). SAP BCM is used as a versatile platform in contact centers and daily business communication. Since 2011, YouCon official trade distribution of SAP is BCM in Germany. Contact: YouCon EDV Dienstleistungs GmbH Ochid Hofgasse 26 1060 Vienna Tel: + 43 (1) 33 44 0 44 E-Mail: Internet: