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The Contact Centers For Customer Service Playbook For 2020

Transform The Contact Center For Customer Service Excellence

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

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  • Report Now Tech: Cloud Contact Center Vendors, Q2 2020

    Forrester's Overview Of 25 Cloud Contact Center Providers
    June 2, 2020 | Art Schoeller

    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...

  • Report The Forrester Wave™: Cloud Contact Centers, Q3 2018

    The 11 Providers That Matter Most And How They Stack Up
    September 25, 2018 | Art Schoeller

    In our 32-criterion evaluation of cloud contact center providers, we identified the 11 most significant ones — 8x8, Aspect, Avaya, Cisco, Enghouse Interactive, Five9, Genesys, NewVoiceMedia, NICE...

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