Why Read This
Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives — once the purview of marketing and PR departments — now moving into the contact center. But all is not lost. By selecting the right technologies to invest in, customer service professionals can take the right steps to balance customer satisfaction at a cost that makes sense, without taking unnecessary risk. This report summarizes our TechRadar™ evaluation of 24 contact center technologies and defines which ones are on the rise and which are losing favor.
Tags: Agent Performance Management, Case Management, Communications Infrastructure, Contact Center Technologies & Processes, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Interactive Voice Response (IVR), Networking, Social Computing, Social CRM, Sourcing & Procurement, Sourcing Strategy & Execution, Speech Technologies, Web 2.0