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Applying The Forrester Wave™: Cloud Contact Center Vendors, Q3 2020

September 15, 2020

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  • Presented by Art Schoeller


Want an agile contact center? Then shift to contact-center-as-a-service (CCaaS) where more integrated software suites operated as a service allow for more rapid changes to customer experiences, increased options for leveraging AI, and more integrated capabilities to manage the agent workforce, even if they work from home. The Forrester Wave will help discern the strengths and weaknesses of key vendors.

Key takeaways:

  • Discover key trends in the CCaaS space that are helping drive more agile contact centers.
  • Learn how integrated CCaaS software suites include workforce optimization to further enable better agent workforce management and a wider range of AI applications.
  • Understand the key criteria we used to evaluate CCaaS vendors in the Forrester Wave.
  • Dive into the current product offerings and strategies of the Forrester-identified top 10 vendors for CCaaS.

Target audience level: intermediate

Vendors mentioned: 8x8, Amazon, Aspect, Cisco, Five9, Genesys, Lifesize (Serenova), Nice, Talkdesk, and Vonage

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