Summary
You can use cloud contact center providers to rapidly deliver critical contact center capabilities, increase flexibility and scale of operations, and lay the foundation for a cognitive contact center. But to access these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size, functionality, geography, and vertical market focus. Application development and delivery (AD&D) leaders in customer service should use Forrester's Now Tech report to understand the value they can expect from a cloud contact center provider and to select vendors based on size and functionality.
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