Buyers Guide

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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