Wave Report

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 29th, 2016
Art Schoeller, null
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 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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