Trends Report

Vendor Landscape: Contact Center Interaction Management

Contact Center Technology Continues To Evolve To Integrated Suites

August 14th, 2015
With contributors:
Stephen Powers , Ian Jacobs , Danielle Jessee , Tyler Thurston

Summary

Serving the digital consumer by moving to a full omnichannel contact center has become an imperative, not a luxury. Vendors supplying contact center interaction management (CCIM) software continue to evolve toward more fully functional suites, putting pressure on best-of-breed component suppliers. Application development and delivery (AD&D) professionals need to closely inspect how vendors have developed or partnered to extend their capabilities. Integration pains remain, and gaps in functionality persist. Differences exist between premise and pure-cloud vendors, but those gaps are narrowing. This report details the market landscape and key issues that AD&D professionals should consider when choosing a CCIM solution for their contact centers.

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