Why Read This Report

Across all industries, organizations have made cementing customer relationships through improved customer engagement, loyalty, and experience a top priority. To achieve this goal, however, these organizations must make sense of a broad and diverse customer service technology landscape. The growing importance of social computing and the ongoing mobile mind shift in the consumer realm have only made this more challenging, as has ongoing technology vendor consolidation, increased adoption of cloud delivery models, and evolving categories of analytics tools. Customer service professionals and their application development and delivery (AD&D) colleagues must balance efficiency and effectiveness goals, as well as customer experience and total cost of ownership, when selecting technologies designed for customer care processes. This report defines the use cases, business value, and outlook for 24 categories that comprise the extended contact center technology ecosystem.