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For Application Development & Delivery Professionals

The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016

The Eight Providers That Matter Most And How They Stack Up

September 29, 2016

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Why Read This Report

Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of midsize contact center interaction management (CCIM) providers, we identified the eight most significant ones — Aspect Software, Avaya, Cisco Systems, Enghouse Interactive, Genesys, Interactive Intelligence, Mitel Networks, and Unify — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery (AD&D) professionals make the right choice.

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  • Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 '16

Table of Contents

  • Midsize Contact Centers Require Simpler CCIM SaaS Suites
  • CCIM For Midsize Contact Centers Evaluation Overview
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents

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