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Market Research Report

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16

Published by Ovum (TMT Intelligence, Informa) Product code 355516
Published Content info 36 Pages
Delivery time: 1-2 business days
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Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
Published: August 4, 2015 Content info: 36 Pages
Description

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.
  • 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.

Features 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.

Questions Answers

  • 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
Product Code: IT0020-000140

Table of Contents

1. Summary

  • Catalyst
  • Ovum view
  • Key findings

2. Vendor solution selection

  • Inclusion criteria
  • Methodology
  • Ovum ratings

3. 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

4. Market leaders

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

5. 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

6. Appendix

  • Methodology
  • Summary scores
  • Further reading
  • Author

List of Figures

  • Figure 1: Growth in cloud contact center agent seats by region
  • Figure 2: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
  • Figure 3: Expanded view of Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16
  • Figure 4: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16 - Technology
  • Figure 5: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16 - Execution
  • Figure 6: Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16 - Market impact
  • Figure 7: 8x8 radar diagrams
  • Figure 8: Aspect radar diagram
  • Figure 9: Cisco radar diagram
  • Figure 10: Five9 radar diagrams
  • Figure 11: Genesys radar diagrams
  • Figure 12: inContact radar diagrams
  • Figure 13: Interactive Intelligence radar diagrams
  • Figure 14: LiveOps radar diagrams
  • Figure 15: NewVoiceMedia radar diagrams
  • Figure 16: Vodafone radar diagram
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