Trends Report

Vendors Battle For The Heart Of The Contact Center

Landscape: The Contact Centers For Customer Service Playbook

February 19th, 2021
AS
Art Schoeller
With contributors:
Daniel Hong , Hailey Colin , Rachel Birrell

Summary

The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies.

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