The integration of the Internet and call centre will fuse two of the most potent direct customer access channels available. Effective use of the new operation has the potential to revolutionise customer facing operations and lead to real business benefit for online operations. Datamonitor's new report, 'Web Integrated Call Centres In Europe', examines the new approach to customer facing systems and it's impact on business functionality. Key questions that are answered include : What are the key business drivers for web enabled call centres, and how can they be harnessed for maximising online success? What are the key technologies for successful web integration, and what does this mean for the call centre architecture of the future? How will the web impact on call centre agent functions, and influence internal operations? Identification and analysis of key market drivers, pan-European web integrated call centre market sizing, in addition to vertical market product and activity suitability; What strategies should vendors, integrators and operators adopt to fully exploit the new opportunities
