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For Application Development & Delivery Professionals

TechRadar™ For AD&D Pros: Contact Center Solutions For Customer Service, Q2 2013

April 17, 2013

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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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Table of Contents

  • Contact Centers Struggle To Meet Customer Expectations
  • Why The Future Of Customer Service Matters
  • Overview: TechRadar For Contact Center Solutions
  • Technologies And Vendors Converge To Improve Service Experiences
  • RECOMMENDATIONS

  • Five Ways To Transform Your Contact Center
  • Supplemental Material
  • Related Research Documents

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