1. The Forrester Wave™: Contact Center Interaction
Management For Large Contact Centers, Q3 2016
The Eight Providers That Matter Most And How They Stack Up
by Art Schoeller
September 29, 2016
For Application Development & Delivery Professionals
forrester.com
Key Takeaways
Genesys, Aspect Software, Cisco Systems,
And Avaya Lead The Pack
Forrester’s research uncovered a market in which
Genesys, Aspect Software, Cisco Systems,
and Avaya lead the pack. Enghouse Interactive
and Unify offer competitive options. Interactive
Intelligence and SAP lag behind.
AD&D Pros Need A Platform That Supports
Integration And Diverse Deployment Models
AD&D pros need CCIM software that supports the
ability to customize, integrate, and craft a system
specifically geared to their unique enterprise
needs. These include the ability to deploy
portions of the system on-premises, in the cloud,
at a service provider, or through a combination of
the above.
Hybrid Deployment, Rich APIs, And A Robust
Partner Ecosystem Are Key Differentiators
The tools, APIs, and support to allow
customization with a diversity of deployment
models define the differentiators in the large
CCIM market.
Why Read This Report
Connecting customers to the right agents over the
right channel is key to an excellent, differentiated
customer experience. In our 40-criteria evaluation
of large contact center interaction management
(CCIM) providers, we identified the eight most
significant providers — Aspect Software, Avaya,
Cisco Systems, Enghouse Interactive, Genesys,
Interactive Intelligence, SAP, and Unify — and
researched, analyzed, and scored them. This
report shows how each provider measures up
and helps application development and delivery
(AD&D) professionals make the right choice.
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