Contact Centers Seen as a Prime Source for Customer Analytics: Frost & Sullivan

~ Enterprises are looking at investing in customer analytics and business intelligence tools ~

Jun 07, 2010, 01:03 ET from Frost & Sullivan

SYDNEY, June 7 /PRNewswire/ -- Contact centers were traditionally looked upon as cost centers delivering customer service. There is a growing trend to transform contact centers into strategic centers that can deliver customer insight and profits. Since much of the direct customer interaction with the enterprise happens at the contact center; contact centers are fast becoming the prime source of customer analytics.


Mature contact center markets like Australia are seeing growth in spending on sophisticated analytical tools that can lead to a better service and opportunities to up-sell.

Frost & Sullivan will be hosting a day-long executive MindXchange summit titled Customer Contact 2010 Australia on June 24 in Sydney. The summit aims to bring together senior business executives from around the region to discuss strategic, tactical and implementation issues facing contact center markets. It features an up-to-date conference agenda, including a choice of concurrent sessions, designed to cover emerging industry developments as well as showcase best practices adopted by leading companies.

"The Australian market has been a fore-runner in the Asia Pacific region in terms of adoption of contact center technology. The market has developed a technological maturity, with enterprises and government agencies being early adopters of new applications such as multi-media, social networking and advanced analytics in the contact center. This has also spurred high standards of professional skill, training and investments in the contact center industry here. As a service-driven market with a high penetration of contact centers into small, medium and large enterprises, Australia continues to see significant traction in on-premise as well as hosted and managed models in this industry," says Shivanu Shukla, Associate Director at Frost & Sullivan.

The summit is the second session of the four-city Frost & Sullivan Customer Contact 2010 executive MindXchange summits. The four–city tour began in Malaysia and will end in Indonesia. To register for Frost & Sullivan Customer Contact summit closer to you, log on to

The keynote address at Customer Contact Australia summit will be given by Professor Morris Pentel, Chairman of the Customer Experience Foundation who will share insights on 'Leveraging the Voice of the Customer.'

Other distinguished speakers lined-up for the summit are Brady Jacobsen, National Manager, Customer Contact Channels, Australia Post; Steve Mitchinson, National Chairperson, Australian Teleservices Association; Andy Cranshaw, General Manager, Professional Services, Datacom South East Asia; Gavin Keeley, Chief Technology Officer, Hollard Insurance; Kristin Haynes, Head of Customer Experience, Design and Implementation, Vodafone Hutchison Australia and Jennifer Rufati, Head of Customer Operations, Westpac Banking Corporation, along with senior Frost & Sullivan analysts.

For a detailed program agenda and speakers list, please visit To register for the conference, email your requests to

Partner sponsor for Frost & Sullivan Customer Contact Australia is Jabra and supporting sponsor is Verint.

Aspect, Interactive Intelligence and Right Now are Exhibitor Sponsors.

The official newswire for the summit is PR Newswire. Media partners for the summit are Strategic Path Australia and ZDNet Australia while Australia Teleservices Association, Hong Kong Call Center Association and International Institute for Outsource Management are the supporting associations for the summit.

About Frost & Sullivan

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SOURCE Frost & Sullivan