Customer service has been, and will continue to be, a central concern for most companies. Designing and delivering a positive customer experience relies heavily on the framework and capabilities of your call center or contact center, specifically the ability to support omnichannel interactions.

The IDC MarketScape analyzes vendors for their current capabilities as well as longer term strategies that impact their ability to service customers and gain market share going forward. IDC MarketScape names Genesys a leader among 12 key players in the worldwide contact center infrastructure and software (CCIS) market.

Download this report to learn:

• Essential guidance for buyers of contact center solutions
• How industry leaders rank on offering capabilities such as functionality, scalability, flexible architecture, deployment models (on-premises/hybrid/cloud) and cost competitiveness
• Eight trends that will shape customer service and the global CCIS market in the coming years.