Goodbye 2012, Hello 2013!


Another year, another apocalypse averted. The fact that this blog still gets visitors is testament to the fact that contact centers are here to stay… There may be new channels, new technologies, new business models, but customer service will be a requirement for companies large and small. Check out the previous year-end review then read on…

Top 3 Browsers: Internet Explorer only accounted for 32%, followed by Chrome (26%), then Firefox (22%). In 2011 Firefox came in second. Android Browser reached nearly 2% in 2012! Year of the mobile, indeed.

Top 3 Operating Systems: Windows (71%), Macs (14%), iPhone (4%). The iPad was third last year; this year it came in fourth, just shy of iPhone’s share. Linux stayed behind the iOS devices. Worth noting: Windows Phone showed up with 0.03%.

Predictions for 2013: All eyes will stay on Avaya and Cisco. Avaya is bleeding cash, and Cisco is bleeding reputation. These are two giants in their respective sectors, but decided to expand their portfolios into other areas (Avaya into video and networking; Cisco into telecom and consumer networking), which have yet to prove fruitful to investors. Instead it’s caused some turmoil within the companies.

Most contact centers remain “old tech” — menus, speech, VoIP, SIP, etc. Many have undergone cost saving transformations such as SIP, VoIP, and hosted. The traditional notion of the contact center being a cost center and not revenue center still permeates the industry. Not many have undergone business transformations such as agent empowerment, social engagement, and workflow optimization. Failure to recognize and analyze the contact center’s treasure trove of data from customer interactions and agent feedback will make the customer experience…suckInnovation in the contact center is often less tech-centric and more people- and date-centric.

RIM’s BlackBerry 10 will enjoy a moderate success, but not enough to eat into iOS and Android marker share. Windows Phone has the most to lose with BB10’s debut in January 2013.

Now that virtualization has become a norm in the enterprise, the next frontier will be SDN (software-defined networking), which is essentially the virtualization of networks. Yeah, try to wrap your head around this one!

Creative developers will come up with cool WebRTC apps within the browser. For now Microsoft and Apple may not agree with Google and Mozilla’s notion of implementing WebRTC, which will hinder the adoption in the enterprise. However, much like what we’ve seen with Skype and Google services, WebRTC apps will penetrate the enterprise as part of the whole consumerization trend. If it’s easy to use and effective as a work tool, employees will find a way to get to it. Be ready, IT directors.

Happy New Year, dear readers!

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