Cloud Contact Center Buyers Guide, North America, 2018

Cloud Contact Center Buyers Guide, North America, 2018

Providers Look to Harness AI to Infuse Intelligence in the Customer Experience

RELEASE DATE
02-Jul-2018
REGION
North America
Research Code: K288-01-00-00-00
SKU: IT03703-NA-MR_22074
$3,000.00
In stock
SKU
IT03703-NA-MR_22074
$3,000.00
DownloadLink

Pay by invoice

ENQUIRE NOW

Description

The highly competitive hosted/cloud contact center market in North America faces many challenges. Customer service is 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 because 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 existing cloud 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 marketplace.

Table of Contents

Introduction

The Study

List of Abbreviations

Growth Remains Strong

The Death of the Voice Channel is Greatly Exaggerated

The Omnichannel Imperative

Growing Pains from the Infusion of AI and ML into Customer Contact

Expanding the Walls of Customer Service: UCC

Conclusion

8x8

Aspect Software

Avaya

Bell Canada

Calabrio

CallMiner

CenturyLink

Convergys

Enghouse Interactive

Five9

Genesys

Mitel

NICE

Noble Systems

Nuance

OpenText

Serenova

Sharpen

Talkdesk

TTEC

Unify

Verint Systems

Verizon Enterprise Solutions

Vonage

Cogito

Interactcrm

Numonix

Twilio

Upstream Works

List of Figures
  • 1. End-user Priorities for Customer Engagement: Omnichannel Strategy Challenges, Global, 2017
Related Research
The highly competitive hosted/cloud contact center market in North America faces many challenges. Customer service is 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 because 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 existing cloud 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/clou
More Information
No Index No
Podcast No
Table of Contents | Executive Summary—The Competitive Landscape at a Glance~ || Introduction~ || The Study~ || List of Abbreviations~ | Market Trends~ || Growth Remains Strong~ || The Death of the Voice Channel is Greatly Exaggerated~ || The Omnichannel Imperative~ || Growing Pains from the Infusion of AI and ML into Customer Contact~ || Expanding the Walls of Customer Service: UCC~ || Conclusion~ | Provider Profiles~ || 8x8~ || Aspect Software~ || Avaya~ || Bell Canada~ || Calabrio~ || CallMiner~ || CenturyLink~ || Convergys~ || Enghouse Interactive~ || Five9~ || Genesys~ || Mitel~ || NICE~ || Noble Systems~ || Nuance~ || OpenText~ || Serenova~ || Sharpen~ || Talkdesk~ || TTEC~ || Unify~ || Verint Systems~ || Verizon Enterprise Solutions~ || Vonage~ | Companies to Watch~ || Cogito~ || Interactcrm~ || Numonix~ || Twilio~ || Upstream Works~ | Legal Disclaimer~ | The Frost & Sullivan Story~
List of Charts and Figures 1. End-user Priorities for Customer Engagement: Omnichannel Strategy Challenges, Global, 2017~
Author Nancy Jamison
Industries Information Technology
WIP Number K288-01-00-00-00
Is Prebook No
GPS Codes 9661,9705-C1,9723