Wave Report

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

The Eight Providers That Matter Most And How They Stack Up

September 29th, 2016
Art Schoeller
With contributors:
Christopher Andrews , Ian Jacobs , Meredith Cain , Peter Harrison


Connecting customers to the right agents over the right channel is key to an excellent, differentiated customer experience. In our 40-criteria evaluation of large contact center interaction management (CCIM) providers, we identified the eight most significant providers — Aspect Software, Avaya, Cisco Systems, Enghouse Interactive, Genesys, Interactive Intelligence, SAP, 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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