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2016 Global Contact Center Systems Buyers Guide
2016 Global Contact Center Systems Buyers Guide
RELEASE DATE
20-Jun-2016
20-Jun-2016
REGION
Global
Global
Research Code: K0FA-01-00-00-00
SKU: IT03087-GL-MR_18686
$3,000.00
In stock
SKU
IT03087-GL-MR_18686
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
Popular Topics
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.
| No Index | No |
|---|---|
| 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 |