Leading companies are already benefiting from the breakthrough results and new opportunities of CCaaS. With rapidly growing markets, the leading companies know what they need to innovate and differentiate every point of contact with the consumer. Thanks to the cloud, any organization can use CX solutions that previously only were available to large multinationals. To ...
This report reviews many of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics. It compares solutions based on the strength of their technology platforms, the views of their customers, and the impact that each company has in the marketplace.
This study revisits the question of TCO for two different deployment modes over a five-year span, using new pricing data that reflects the significant downward pressure on cloud technologies since 2013. We describe nine possible scenarios for technology deployment and contact center size and compare the cumulative costs over a five-year period.
While millennials are demanding simpler and more intuitive ways to connect, they are also rapidly filling the agent role, bringing with them that same need for: • Ease • Speed • Consistency As this new breed of agent supports the newest generation of customers, they expect all of the necessary tools to satisfy even the ...
Whether your organisation is just starting to think about moving to a cloud contact centre or considering upgrading to a more robust offering, this white paper describes factors to consider when moving to the cloud, including: 1. How to build a business justification to convince your organisation to make the switch. 2. Tips on what ...
This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Evaluating these criteria and answering critical questions at the outset enables you to select the solution provider that is the best match with your organisation’s business goals and requirements. With the knowledge gained, you’ll migrate your contact centre ...
This report from Frost and Sullivan examines how SMBs should look to the cloud for simplicity and success and leverage data analytics to better understand exactly what their customers are looking for.
The need to connect consumers on their channel of choice with contact center agents is rapidly becoming a requirement to compete in the age of the customer. For application development and delivery (AD&D) pros, cloud delivery can provide an agile platform so that they can focus their energy on customer journeys, not technology.
If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centers and other critical enterprise systems to the cloud. ...
In both Forrester Wave™ reports for midsize and large contact centers, Genesys was named a leader with highest scores in the current offering category as well as for omnichannel capabilities and reporting and analytics criteria. The inaugural Forrester Wave™ reports evaluate midsize and large contact center interaction management (CCIM) software vendors. See how the vendors ...