Computerworld’s annual IT Forecast survey for 2012 underscores the continued expected growth of the customer care industry, and highlights specific demand for Cisco contact center products. Of the 353 IT executives polled, 35% plan to hire help desk and technical support personnel in the next twelve months, which bodes well for the customer care industry as a whole, while 23% plan to hire IT professionals skilled in Business Intelligence (BI). I was particularly struck by the latter statistic, as it indicates how eager companies are for the kinds of recording and analytics solutions provided by Cisco MediaSense, in conjunction with our technology partners.
I was also strongly encouraged by the poll’s indication that 18% of the IT Executives surveyed plan to hire additional Web 2.0 developers, driven in part by demand for social media. This is yet another confirmation of Cisco’s market-leading vision to deliver products like Cisco Finesse–our web 2.0 agent desktop–and Cisco SocialMiner, which integrates social media into the customer care workflow.
Most exciting, however, was the survey’s indication that IT Executives are looking to hire personnel with Voice-over-IP telecommunications experience, with specific mention of the need for people with skills in Cisco contact center systems. IT Executives are clearly recognizing that the thought leadership and market momentum in contact center are all with Cisco, as we now hold the #1 position in interactive voice response (IVR) market share, and are well on our way to #1 in contact center.
What is your plan for skilling up on Cisco contact center solutions? If you are a technician certified on a competitive contact center product, are you investing in training in Cisco as the next market leader?