Why Read This
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.