Buyers Guide

Field Service Management Buyers Guide 2025 Executive Summary

Posted by Keith Dawson on 26 March 2025

Executive Summary Field Service Management ISG Research defines field service management (FSM) as the practice of delivering technical support at the customer's site, as opposed to relying solely on remote communication channels such as phone or chat. This approach is critical in today's market, where enterprises are increasingly pressured to enhance customer experiences while minimizing costs.... Read More

Topics: Customer Experience, Field Service, Business-focused Software and Services, Field Service Management

Field Service Customer Engagement Buyers Guide 2025 Executive Summary

Posted by Keith Dawson on 26 March 2025

Executive Summary Field Service Customer Engagement ISG Research defines Field Service Customer Engagement as tools that facilitate interactions and communication between businesses and customers throughout the field service process. This concept encompasses the entire customer journey, from the initial request for service to post-service follow-ups, with a focus on enhancing communication,... Read More

Topics: Customer Engagement, Customer Experience, Field Service, Business-focused Software and Services

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 2024 Executive Summary

Posted by Keith Dawson on 30 September 2024

Executive Summary Agent Management While contact center operations require very specific technology for things like interaction routing and analysis, customer support is fundamentally a business about managing labor. For decades, contact centers have tolerated attrition rates of as much as 100%—even higher in some sectors. The fundamental tension in centers between maintaining high service levels... Read More

Topics: Customer Experience, agent management, Business-focused Software and Services

Contact Centers Buyers Guide 2023

Posted by Keith Dawson on 23 August 2024

Executive Summary Contact Centers In this modern, digital age of customer experience, the journey of engagement across every channel and device must be orchestrated effectively. Organizations, no matter the industry, have inbound and outbound interactions and rely on contact centers to fulfill operational and revenue objectives. The utilization of cloud computing has enabled a new generation of... Read More

Topics: Customer Experience, Business-focused Software and Services

Contact Center Suites Buyers Guide 2023

Posted by Keith Dawson on 23 August 2024

Executive Summary Contact Center and Agent Management In this modern, digital age of customer experience, the journey of engagement across every channel and device must be orchestrated effectively. Organizations, no matter the industry, have inbound and outbound interactions and rely on contact centers to fulfill operational and revenue objectives. The utilization of cloud computing has enabled a... Read More

Topics: Customer Experience, 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

Knowledge Management Buyers Guide

Posted by Keith Dawson on 08 August 2024

Executive Summary Knowledge Management All enterprises maintain storehouses of knowledge about themselves and their activities. Knowledge management is the practice of using technology to organize that information for practical purposes: to create it, store it, keep it current and make it accessible to employees when needed. Knowledge is fundamentally different from data; it is made up of data,... Read More

Topics: Customer Experience, Customer Experience Management, Business-focused Software and Services

Customer Experience Management Buyers Guide Executive Summary 2024

Posted by Keith Dawson on 08 August 2024

Executive Summary Introduction For many organizations, managing the customer experience (CX) has not been a centralized operation nor the responsibility of one leader who governs and optimizes the CX across every channel of interaction. But organizations are now making use of more integrated software and platforms that tie together customer relationship management (CRM) and contact center... Read More

Topics: Customer Experience, Customer Experience Management, Business-focused Software and Services