Integ: Contact centres demand more services

Ian Poole, CEO of Integ told CRN its end of year financial results for June/July 2007 was up 17 percent.

“That’s good growth in the integration market,” he said.

“The demand for technology in the contact centre has contributed to our financial results.”

According Poole, Integ’s latest Contact Centre Optimisation Survey, remote and home-based contact centre agents will more than double in the next two years.

The survey was conducted at the recent G-Force call centre conference.

“Nearly half of the respondents to the survey indicate that they plan to extend their workforce to remote and home-based agents to assist in addressing recruiting challenges,” said Poole.

Poole claimed that technology like IP telephony and unified communications were being pushed into the market because the contact centre industry is becoming more mobile.

“Contact centre employers recognise the need for some employees to work from different locations and are driving a demand for technology that will allow employees to work from anywhere,” he said.

“The one thing we are seeing, is the technology for this market is far more advanced than the people using it.”