William observes, "The contact centre market is also witnessing a shift in how customer service will be delivered. We can expect more cloud based contact centre vendors in the market in 2013. Additionally many contact centres are looking to enhance customer service by delivering a superior mobile experience; It is linking the experience from the mobile application and integrating that to the contact centre that will drive a new of experience". The cloud model also provides contact centres with disaster recovery and business continuity features which are critical given some of the recent events such as floods and bushfires in Australia.
With the rise in mobility, cloud solutions and social collaboration applications, big data will grow in importance in the enterprise communications and collaboration space. Combining structured and unstructured data will drive huge opportunities for vendors in the market. "We are only at the tip of the iceberg when it comes to big data and the amount of information this will provide an organisation in terms how all these pockets of data co-relate to each other will drive endless possibilities for organisations" stated William.
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