2016 Global Contact Center Systems Buyers Guide

2016 Global Contact Center Systems Buyers Guide

RELEASE DATE
20-Jun-2016
REGION
Global
Research Code: K0FA-01-00-00-00
SKU: IT03087-GL-MR_18686

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Description

The landscape for choosing a contact center solutions partner has become complex, with dozens of options to choose from across contact center systems, cloud, and business process outsourcing providers. Rampant industry consolidation has further clouded the picture. The purpose of this Buyers Guide is to provide enterprise organizations with a fundamental assessment of contact center system providers and their capabilities. The guide is based on extensive primary and secondary research and provides the reader with market trends and in-depth profiles of suppliers.

Table of Contents

List of Abbreviations

Move to the Cloud

Global is Important

Multichannel is Mature

Omnichannel is Here to Stay

Customer Experience is the Center of the Omnichannel Universe

Digital Transformation is on Its Way

Key Considerations

Alcatel-Lucent Enterprise (ALE)

Altitude Software

Aspect Software

Avaya

Calabrio

CallMiner

Cisco

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Enghouse Interactive

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales and Services Model
  • Customer Recommendations

Genesys

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Huawei

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Interactive Intelligence

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

InVision Software

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Mitel

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Nexidia

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales and Services Model
  • Customer Recommendations

NICE

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Noble Systems

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales and Services Model
  • Customer Recommendations

SAP

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Teleopti

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales Model
  • Customer Recommendations

Unify

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales and Services Model
  • Customer Recommendations

Verint Systems

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales and Support Model
  • Customer Recommendations

ZOOM International

  • Company Background and Current Performance
  • Portfolio Description and Analysis
  • Sales and Services Model
  • Customer Recommendations

Cicero

Dimension Data

HireIQ Solutions, Inc.

Virtual Hold Technology

Related Research
The landscape for choosing a contact center solutions partner has become complex, with dozens of options to choose from across contact center systems, cloud, and business process outsourcing providers. Rampant industry consolidation has further clouded the picture. The purpose of this Buyers Guide is to provide enterprise organizations with a fundamental assessment of contact center system providers and their capabilities. The guide is based on extensive primary and secondary research and provides the reader with market trends and in-depth profiles of suppliers.
More Information
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Podcast No
Table of Contents | Executive Summary—The Competitive Landscape at a Glance~ | Introduction ~ | The Study ~ || List of Abbreviations~ | Market Trends ~ || Move to the Cloud~ || Global is Important~ || Multichannel is Mature~ || Omnichannel is Here to Stay~ || Customer Experience is the Center of the Omnichannel Universe~ || Digital Transformation is on Its Way~ || Key Considerations~ | Company Profiles~ || Alcatel-Lucent Enterprise (ALE)~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Altitude Software ~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Aspect Software~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Avaya~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Calabrio~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || CallMiner~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Cisco~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Enghouse Interactive~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Genesys~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Huawei~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Interactive Intelligence~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || InVision Software~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || Mitel~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Nexidia~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Support Model~ ||| Customer Recommendations~ || NICE~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Noble Systems~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales Model~ ||| Customer Recommendations~ || SAP ~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Teleopti~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Unify~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || Verint Systems~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ || ZOOM International~ ||| Company Background and Current Performance~ ||| Portfolio Description and Analysis~ ||| Sales and Services Model~ ||| Customer Recommendations~ | Companies to Watch~ || Cicero~ || Dimension Data~ || HireIQ Solutions, Inc.~ || Virtual Hold Technology~ | Conclusions~ | Legal Disclaimer~ | The Frost & Sullivan Story~
Author Nancy Jamison
Industries Information Technology
WIP Number K0FA-01-00-00-00
Is Prebook No