Contact Center End User Analysis - Customers Select the Winning Vendors

Overview

Major Findings

Scope & Methodology

End-User Industry Distribution

End-User Number of Agents

End-User Function Type Profiles

End-User Product Type Utilization Profiles

End-User Inquiry Type Utilization Profiles

Purchase Decision Making Factors

Market and Technology Trends

End-User Purchase Assessments

Overall Requirements

Customer Satisfaction

Vendor Sales and Marketing Efforts

Introduction

Market Engineering Leadership Award - Avaya Communications

Business Development Strategy Award - Nortel Networks

Marketing Strategy Award - Cisco Sytems

Brand Awareness Development Award for Workforce Management Software - Aspect Communications

Brand Awareness Development Award for CRM Software - Siebel Systems