Buyers Guide

Contact Centers for Retail 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Retail Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI)... Read More

Topics: Customer Experience, Contact Center, Retail, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers for Insurance 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Insurance Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI)... Read More

Topics: Customer Experience, Contact Center, Insurance, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers for Healthcare 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers for Healthcare Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI).... Read More

Topics: Customer Experience, Contact Center, Healthcare, Business-focused Software and Services, Customers and CX - Business & Technologies

Intelligent Self-Service 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Intelligent Self Service Contact centers are pivoting from offering primarily human-assisted service to relying heavily on customer self-service for routine inquiries. Customers have long had options to help themselves with simple tasks like account lookup or order status checks. As information resources became more widespread, customers became accustomed to proactively looking... Read More

Topics: Customer Experience, Contact Center, Intelligent Self-Service, Business-focused Software and Services, Customers and CX - Business & Technologies

Customer Interaction Analytics 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Customer Interaction Analytics The first iteration of artificial intelligence (AI) tools for contact centers to use Generative AI (GenAI) brought measurable improvements to operations by automating routine functions and speeding interactions. What floated under the radar was how continued AI development was about to remake the analytic landscape around customers. We are now... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services, Customers and CX - Business & Technologies, Customer Interaction Analytics

Agent Management 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Agent Management Labor has long been the largest ongoing operational expense in contact centers—so much so that managers have had to manipulate the size of the agent pool to account for cost controls. In recent years, however, it has become clear that an explosion of new technology is upending core assumptions about how that labor force should be managed. The development of... Read More

Topics: Customer Experience, Contact Center, agent management, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Centers 2025 Buyers Guide Executive Summary

Posted by Keith Dawson on 04 September 2025

Executive Summary Contact Centers Contact centers have remained largely unchanged for decades, but are now undergoing a drastic overhaul in operations, interaction mechanics and underlying technology architectures. This is proving disruptive to both technology buyers and sellers. The most immediate cause is the explosion of new tools derived from artificial intelligence (AI) innovations. Contact... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services, Customers and CX - Business & Technologies

Contact Center Basic Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Basic The market for contact center technology is changing to accommodate a broader set of functions and a wider range of software providers offering novel ways of deploying and configuring the tools. Even though many people refer to this market as “CCaaS,” or contact center as a service, the reality is that more than half of seats worldwide are still thought to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Contact Center Advanced Buyers Guide 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Contact Center Advanced Contact center technology has evolved from its roots in call handling into a more sophisticated suite of interlocking applications that serve a series of enterprise functions. In the process, the market for software available for contact centers has become more complex for buyers to navigate. To effectively evaluate the tools on offer, it is useful to... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services

Agent Management Buyers Guide 2023

Posted by Keith Dawson on 09 August 2024

Executive Summary Agent Management Agents are the foundation of the contact center processes that impact every customer experience. These processes, and the customer service function, must be able to operate from any location, at any time, and agents must be able to respond to customers via any communication channel for any request. Optimized contact center processes feature agents who are... Read More

Topics: Customer Experience, Contact Center, Business-focused Software and Services