2016 Global Contact Center Systems Buyers Guide

2016 Global Contact Center Systems Buyers Guide

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.

  • 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)
    • Altitude Software
    • Aspect Software
    • Avaya
    • Calabrio
    • CallMiner
    • Cisco
    • Enghouse Interactive
    • Genesys
    • Huawei
    • Interactive Intelligence
    • InVision Software
    • Mitel
    • Nexidia
    • NICE
    • Noble Systems
    • SAP
    • Teleopti
    • Unify
    • Verint Systems
    • ZOOM International
  • Companies to Watch
  • Conclusions

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