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Gartner Report: Critical Capabilities for Contact Center Infrastructure

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Contact Center Infrastructure (CCI) evaluation is a technically complex process that’s further complicated by the different requirements for omnichannel, high availability, and integration as part of a Customer Engagement Center (CEC).

Access this report now to learn:

  • 9 critical capabilities for evaluating CCI
  • 3 use cases that reflect most decisions organizations need to make when looking at CCI – multichannel compact suite, high volume call center and CEC
  • Which vendor scores the highest in 3 use cases across 9 capabilities

This report is most appropriate for mid-size to large on-premise contact center environments, from 250 to 5000+ seats. It refers to cloud capabilities relevant to organizations that are looking to utilize existing vendors for transitioning to cloud services.

If you are looking to evaluate a contact center platform best suited to deliver competitive omnichannel customer experiences, this report is a must read.

Vendor:
Genesys
Posted:
13 Jan 2017
Published:
19 May 2016
Format:
HTML
Type:
Research Content
Language:
English

This resource is no longer available.