The Call Center World Shrinks
I'm back from the ICCM show in Las Vegas. My initial impression was that, unlike the old days of a vast variety of smaller companies offering single-point communication, we're now looking at shows with a few very large merged players up front. The Witness/Blue Pumpkin combination, Aspect/Concerto entity and Verint/Opus Group combinations are just the most recent. With PeopleSoft, JD Edwards and Siebel absorbed by Oracle and predicted to not emerge for a few more years, the call center world has truly shrunk.
I see some ways in which this will be good for customers, and some elements that will not. I also have the feeling that we're far from finished with these merger activities: the momentum feels like it's just starting to gather.
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