Contact Center Systems Buyers Guide, North America, 2018
Contact Center Systems Buyers Guide, North America, 2018
Consumer Preferences Drive Design and Innovation in Customer Care
29-Jun-2018
North America
Description
The highly competitive contact center systems market in North America faces many challenges. Customer service is the now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs, while vastly improving service quality and the customer experience.
The contact center industry also is fundamentally transforming in response to the changing behaviors and preferences of an increasingly digitally connected consumer and workforce. The digitally connected consumer has leveled the playing field for competitive differentiation between businesses, which can no longer rely on features and price for differentiation.
Customer care organizations are answering these challenges by improving the customer experience through the addition of new digital channels, omnichannel service delivery, proactive and personalized interactions, and agents equipped with advanced tools to better assist customers. Digital technologies, including mobility, cloud, Internet of Things, unified communications and collaboration, artificial intelligence, machine learning, and speech technologies, are being incorporated into customer care to further enhance offerings.
At the same time, solution providers are focused on improving the employee experience. Workforce engagement management has gained traction in recent years as solution providers see agent engagement as a key driver in reducing churn, empowering workers to more easily do their jobs, and improving overall service quality.
To gain a competitive edge, businesses need careful evaluation of provider offerings to select the best fit for their specific needs. With a crowded playing field of hosted/cloud and system contact center providers, it is sometimes difficult for them to differentiate between the services offered by competing providers and to determine what partnerships best suit their organizations. This buyers guide provides insight into hosted/cloud customer care providers in the North American contact center systems marketplace.
Table of Contents
Introduction
The Study
List of Abbreviations
The Death of the Voice Channel is Greatly Exaggerated
Omnichannel Revisited
Customer Journey Analytics Comes of Age
AI Comes of Age in the Contact Center
Workforce Engagement
Conclusion
Aspect Software
Avaya
Calabrio
CallMiner
Cisco
Convergys
Enghouse Interactive
Genesys
Mitel
NICE
Noble Systems
Nuance
OpenText
Unify
Verint Systems
Aceyus
Interactcrm
Numonix
Twilio
Upstream Works
Related Research
Popular Topics
No Index | No |
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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~ || The Death of the Voice Channel is Greatly Exaggerated~ || Omnichannel Revisited~ || Customer Journey Analytics Comes of Age~ || AI Comes of Age in the Contact Center~ || Workforce Engagement~ || Conclusion~ | Provider Profiles~ || Aspect Software~ || Avaya~ || Calabrio~ || CallMiner~ || Cisco~ || Convergys~ || Enghouse Interactive~ || Genesys~ || Mitel~ || NICE~ || Noble Systems~ || Nuance~ || OpenText~ || Unify~ || Verint Systems~ | Companies to Watch~ || Aceyus~ || Interactcrm~ || Numonix~ || Twilio~ || Upstream Works~ | Legal Disclaimer~ | The Frost & Sullivan Story~ |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | K287-01-00-00-00 |
Keyword 1 | Contact Center |
Is Prebook | No |
GPS Codes | 9661,9705-C1,9723 |