Contact Center End User Analysis - Customers Select the Winning Vendors

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Table of Contents

Contact Center End User Analysis - Customers Select the Winning Vendors , Contact Center End User Analysis - Customers Select the Winning VendorsExecutive SummaryOverviewMajor FindingsScope & MethodologyCustomer Demographic Analysis and Utilization ProfilesEnd-User Industry DistributionEnd-User Number of AgentsEnd-User Function Type ProfilesEnd-User Product Type Utilization ProfilesEnd-User Inquiry Type Utilization ProfilesMajor Findings and InterpretationsPurchase Decision Making FactorsMarket and Technology TrendsEnd-User Purchase Assessments Contact Center Vendor Product EvaluationsOverall RequirementsCustomer Satisfaction Vendor Sales and Marketing EffortsMarket Engineering AwardsIntroductionMarket Engineering Leadership Award - Avaya CommunicationsBusiness Development Strategy Award - Nortel NetworksMarketing Strategy Award - Cisco SytemsBrand Awareness Development Award for Workforce Management Software - Aspect CommunicationsBrand Awareness Development Award for CRM Software - Siebel SystemsAppendix A - Questionnaire and Returned Survey DataQuestionnaireReturned Survey Data




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