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2016 North America Cloud Contact Center Buyers Guide

2016 North America Cloud Contact Center 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 hosted/cloud 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
    • Cloud is a Given, Not an RFP Check off Item
    • Omnichannel is Paving the Way for Digital Transformation
    • Digital Transformation
    • The Changing Consumer is the New Customer Service Representative (CSR)
    • Key Considerations
  • Company Profiles
    • 8x8
    • Aspect Software
    • Avaya
    • Bell Canada
    • BroadSoft
    • Calabrio
    • CallMiner
    • CenturyLink
    • Enghouse Interactive
    • Five9
    • Genesys
    • inContact
    • Interactive Intelligence
    • LiveOps Cloud
    • Mitel
    • NICE
    • Noble Systems
    • Nuance
    • TeleTech Technology
    • Unify
    • Verint Systems
    • Verizon Business
    • VoltDelta
    • West Corporation
  • Companies to Watch
    • Language Line Solutions
    • Level 3
    • Numonix
    • Plantronics
    • Vidyo, Inc.
  • Conclusions

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