Returning from Call Center World

I’ve just returned from Berlin, where I’ve been attending Call Center World 2009.

This was my tenth-or-so show and very likely my last one. A privilege of not being directly involved business-wise anymore this year allowed me to take a closer look of what the others do and have to offer. During all the past years I’d represented my own company and almost no time to look around.

I’ve got to admit: I’m pretty disappointed.

Technology is changing rapidly. Customers are changing at fast pace. A variety of strong, capable and new channels are evolving. Devices become more and more capable. But Call Center World shows almost no innovation. Avaya keeps on selling ACDs. Others promote USSD based customer service, which is like a reincarnation of Bildschirmtext in the century of ubiquitous connectivity and cell phones that run Google Earth. (If you’d like to get an idea of how USSD based services look on an iPhone, click here. But don’t blame me, please!) (Yes, I do acknowledge that there is a large market for USSD in countries which are considered to be in in the transitional phase between developing and developed status. But I’m talking real innovation here.) Others promote a technology which primarily addresses remote device configuration will revolutionize how customers perceive customer care. I doubt it. That has already been around for years.

Everybody else seems to deliver more of the same. A user interface that’s a bit more glossy is not enough. When are we going to see real Customer Care 2.0 innovation?

Besides the overall disappointment there’s one thing for good: I got in touch with Jonathan Taylor, the CEO of Voxeo Inc. Voxeo recently acquired a company founded in Germany that I’ve been closely watching: VoiceObjects. The way Jonathan moves Voxeo forward is pretty convincing and I’m looking forward to following up on some stuff which they are planning.

My personal résumé:

• This has been my last Call Center World.
• The big ones will not do it.
• Voxeo is now on my personal watch list.
• There might be an interesting opportunity for a company that has people who have a solid understanding of the customer care related technologies, the customer care market, are great in selling products and a vision, can deliver and have proven to innovate markets. There might be an opportunity for, well, starting something new!
• I’ve got to think. :-)

Carpe diem.