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For Application Development & Delivery Professionals

TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011 – A Social Computing Report

Latest Update: September 27, 2011

By Kate Leggett, Art Schoeller with William Band, Andrew Magarie

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Why Read This Report

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, Networking, Social Computing, Social CRM, Sourcing & Procurement, Sourcing Strategy & Execution, Speech Technologies, Web 2.0
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TABLE OF CONTENTS

  • Enterprises Are Investing In Contact Center Solutions
  • Why The Future Of Customer Service Matters
  • Overview: TechRadar For Contact Center Solutions
  • Contact Center Solutions: Emerging Technologies Help Differentiate Service
  • Supplemental Material
  • Related Research Documents

TOOLS & TEMPLATES

  • Vendor Selection Aids:

    TechRadar™: Contact Center Solutions, Q3 2011: Technologies Evaluated

  • Vendor Selection Aids:

    TechRadar™: Contact Center Technologies, Q3 2011

  • Vendor Selection Aids:

    TechRadar™: Creation Phase Technologies

  • Vendor Selection Aids:

    TechRadar™: Survival Phase Technologies

  • Vendor Selection Aids:

    TechRadar™: Growth Phase Technologies

  • Vendor Selection Aids:

    TechRadar™: Equilibrium Phase Technologies

  • Vendor Selection Aids:

    TechRadar™: Decline Phase Technologies

 
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