But it’s just just a subject, at least at the moment practitioners as not yet as relevant classified it like is shown by the marketing departments of some provider.” The assessment is supported by Peter s. Hall of over 60 percent of respondents who said that social media in the contact center is a subject of the future which I currently still no great influence. After all, almost every third participants of the survey represents the thesis that it is time to prepare for social media, because the topic is gaining importance. 10 percent look at social media today as a must and as a communication channel that already today comprehensive should be integrated into the contact center. This reflected in the answers to the question after the major technologies and applications in the contact center. Here the theme of quality monitoring in the first place is ranked, followed closely by CRM and Voice over IP. Unified Communications and social media are more on the rear seats. Assessing the importance of technologies and applications can be with the answers to the question after the biggest challenges in the Contact Center explain,”reports Peter s.

Hall. For example, the poll showed that lowering costs, improving quality and increasing productivity are the main objectives of the Contact Center Manager. This CRM and quality monitoring have great influence.” The almato GmbH offers innovative solutions, the customer service center is put in a position to achieve optimum results from every single customer contact. The focus of business activities is in performance management. Software solutions are available for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools. almato GmbH Wohrdstrasse 5 72072 Tubingen phone: + 49 7071 79569-0