Trends Report

Vendors Battle For The Heart Of The Contact Center

Landscape: The Contact Centers For Customer Service Playbook

February 19th, 2021
Art Schoeller, Vice President, Principal Analyst
Art Schoeller Vice President, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
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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