Why Read This Report
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the complex contact center for customer service technology landscape remains challenging, particularly given the rapid rise of social computing, mobility, and voice of the customer (VoC) initiatives. Once the purview of marketing and PR departments, these initiatives are moving into the contact center. Vendor consolidation, the proliferation of cloud delivery models, and new solutions entering the market add to the confusion. By choosing the right technologies to invest in, customer service professionals can balance customer satisfaction with cost without taking unnecessary risks. This report defines the use cases, business value, and outlook for 24 categories that comprise the extended contact center technology ecosystem.
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