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TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011

August 29, 2011


Why Read This Report

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives — once the purview of marketing and PR departments — now moving into the contact center. But all is not lost. By selecting the right technologies to invest in, customer service professionals can take the right steps to balance customer satisfaction at a cost that makes sense, without taking unnecessary risk. This report summarizes our TechRadar™ evaluation of 24 contact center technologies and defines which ones are on the rise and which are losing favor.

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  • TechRadar™: Contact Center Solutions, Q3 2011: Technologies Evaluated
  • TechRadar™: Contact Center Technologies, Q3 2011
  • TechRadar™: Creation Phase Technologies
  • TechRadar™: Survival Phase Technologies
  • TechRadar™: Growth Phase Technologies
  • TechRadar™: Equilibrium Phase Technologies
  • TechRadar™: Decline Phase Technologies

Table of Contents

  • Enterprises Are Investing In Contact Center Solutions
  • Why The Future Of Customer Service Matters
  • Overview: TechRadar For Contact Center Solutions
  • Contact Center Solutions: Emerging Technologies Help Differentiate Service
  • Supplemental Material
  • Related Research Documents

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