Our Pre-Sales and Sales attendance at the Istanbul Call Center Expo, the biggest contact center event in Turkey, has proven to be valuable for understanding the increasing demands of the Turkish market and the contact center industry.
We made a great impression being the only call recording and quality management vendor with its own stand where we presented our new products and technology enhancements. We received high interest from both end users and system integrators and had interesting and fruitful conversations about the current needs and requirements of the local market.
The Turkish market is highly technically developed and enterprises are looking for ways to consistently provide customers with the best experience while maintaining resources effectively. Contact Centers have become more complex than a few years ago, one of the reasons is that they need to maintain interactions over multiple channels such as phone, email, and chat.
Being a technically advanced market, it is no surprise that Turkey is open for very advanced and new technologies. As an example we’ve seen an increased demand in Speech Analytics solutions and a need to move this technology into the mainstream.
Some other requirements and questions we’ve received:
- the ability to consistently evaluate agents because of ever increasing customer expectations
- the need for business process integrated quality management solutions to act as motivator for agents
- the need for multichannel recording solutions to capture not only the calls but all agent interactions with the customer and the back office applications
In a nutshell, it has been a great opportunity for us to see and hear from people where the market is heading and what is its demand. Following these trends closely, ZOOM is positioned at the top among the best technologies on a very competitive and expanding market.
