For Application Development & Delivery Professionals

Vendors Battle For The Heart Of The Contact Center

    Why Read This Report

    Customer service leaders struggle to meet customer expectations and internal cost structures. One leading factor contributing to this struggle is that the heart of the contact center is comprised of a set of complex technologies needed to deliver quality service and drive revenue. These technologies fall into three main software categories: queuing and routing, customer relationship management (CRM) customer service, and workforce optimization (WFO). Customer service leaders demand cloud-based, deeply integrated technology suites to deliver differentiated and lower cost service to their customers. On the supply side of the market, a number of vendors from these mature software categories look toward inorganic growth via acquisitions to expand their footprint in the contact center. This report examines the market dynamics, buyer requirements, and road map planning for contact center technologies.
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    TABLE OF CONTENTS

    • Firms Struggle To Deliver Pain-Free Service With Complex Technology
    • Big Fish Eat The Little Fish, Leaving Fewer Differentiators
    • Four Key Trends That Will Make You Rethink Your Vendor Strategy
    • RECOMMENDATIONS

      Choose Vendor Solutions Wisely As Further Consolidation Will Happen
    • Supplemental Material
    • Related Research Documents