New Industry Research for the Contact Center

Call Center | 1 minute read

US Contact Center Decision-Makers’ Guide 2013ContactBabel, a leading analyst firm for the contact center industry, just released this year’s US Contact Center Decision-Makers’ Guide 2013. This annual report studies the performance, operations, technology and HR aspects of US contact center operations.

Taking a random sample of the industry, a questionnaire was distributed to 205 call center managers and directors. The result is the 6th edition of the largest and most comprehensive study of the contact center industry. The report identifies six of the major pain points that affect the industry and contains a directory of organizations that provide services, products and solutions to contact centers. Companies like Genesys, Avaya and Interactive Intelligence can be found in the document.

Major Paint Points in the Contact Center

  • Improving Quality and Performance
  • Maximizing Efficiency and Agent Optimization
  • New Media and the Customer of the Future
  • Increasing Profitability
  • HR Management and Improvement
  • Strategic Direction


Specific solutions are identified to help solve these issues, combined with the analysis of primary research data. In addition, third-party whitepapers, case studies and thought leadership pieces are available to assist readers who need more information or would like another viewpoint.

Fonolo is pleased to once again be a sponsor of this high quality report!

Shai Berger


“In the past year, we’ve seen growing momentum in the industry towards solutions like ours and we’re proud to be part of that progress.

This new industry research is valuable information for the call center industry and will shape strategies for the upcoming year.”

– Shai Berger, CEO

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5 Reasons to Add Virtual Queuing to Your Contact Center

Virtual queuing is a powerful technology that can benefit you in many ways. Find out why an increasing number of contact centers are using this technology.

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5 Reasons to Add Virtual Queuing to Your Contact Center

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5 Reasons to Add Virtual Queuing to Your Contact Center

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