Contact centres' IT infrastructure not meeting needs: Report

01.11.2012

The report also found when it comes to the design of business requirements for new technology solutions 30.4 per have limited to no involvement in the design and 40.2 per cent have limited to no involvement in sourcing.

"These results clearly highlight an industry transition point in terms of accountability and responsibility for contact centre business technology destiny, which may be out of step with the services it's to deliver," Dimension Data said in a statement.