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Introduction

This report reviews many of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics.

Highlights

  • It is vital that contact centers add new services to ensure that agents can respond to customer inquiries from across web and mobile platforms to make interactions smoother and improve resolution rates.
  • Aside from transforming the payment model from capex to opex, cloud contact centers can typically be deployed faster than those on premise.

Features and Benefits

  • Explains how cloud contact center solutions can help organizations to differentiate.
  • Compares the technical features and customer satisfaction ratings for seven leading cloud contact center vendors.

Key questions answered

  • How is the landscape for cloud contact center solutions evolving?
  • Which cloud contact center products will best meet the requirements of different organizations?
  • What are the most important features to consider when selecting a cloud contact center vendor?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key findings

Vendor solution selection

  • Inclusion criteria
  • Methodology
  • Ovum ratings

Market and solution analysis

  • Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015–16
  • Market leaders: Genesys, inContact, Interactive Intelligence, and LiveOps
  • Market challengers: 8x8 and Five9
  • Market followers: NewVoiceMedia

Market leaders

  • Market leaders: Technology
  • Market leaders: Execution
  • Market leaders: Market impact

Vendor analysis

  • 8x8 Virtual Contact Center (Ovum recommendation: Challenger)
  • Aspect Hosted and Zipwire
  • Cisco Hosted Collaboration Solution for Contact Center
  • Five9 Virtual Contact Center (Ovum recommendation: Challenger)
  • Genesys Customer Experience Platform (Ovum recommendation: Leader)
  • inContact Cloud Contact Center (Ovum recommendation: Leader)
  • Interactive Intelligence Communications as a Service (Ovum recommendation: Leader)
  • LiveOps Cloud Contact Center (Ovum recommendation: Leader)
  • NewVoiceMedia ContactWorld (Ovum recommendation: Challenger)
  • Vodafone Contact Centre

Appendix

  • Methodology
  • Summary scores
  • Further reading
  • Author

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