Back

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution in 2016

selecting-a-multichannel-cloud-contact-center-solution-in-2016

It can be difficult for enterprises to navigate the broad array of available cloud contact center offerings: with the increased acceptance of cloud among enterprises, as well as the diversity of vendors in the market, the competitive landscape for cloud contact center solutions has become complex.

In this report, Ovum reviews the leading cloud contact center solutions, with particular emphasis on their ability to handle multichannel customer interactions and connect data through analytics. It compares solutions based on the strength of their technology platforms, the views of their customers, and the impact that each company has in the marketplace.

The Ovum Decision Matrix presents the top 10 cloud contact center vendors and delivers:

  •  Detailed market and solutions analysis
  • Comparison of market Leaders, Challengers and Followers, in a decision matrix presenting the most important features of a cloud contact center
  •  Comprehensive analysis of each vendor's strengths and challenges

Related Articles

Remote Customer Service: Contact Center Must-Haves for Serving Customers at Home

With the onset of a global pandemic, what was once a choice has become a necessity: remote work solutions. When it co...

The Role of Contact Center in UCaaS Platforms

Business communications are currently moving to the cloud at an expedited rate. While this trend was already developi...

Elevating the Human Element of Customer Experience with Video Chat

Customers are savvy and understand they have many options to choose form when they’re shopping for any of the n...