2016 GARTNER REPORT

Critical Capabilities for Contact Center Infrastructure

2016 Gartner Critical Capabilities for Contact Center Infrastructure

Contact center infrastructure (CCI) evaluation is a technically complex process. This challenge is further complicated by the different requirements for omnichannel, high availability and integration as part of a customer engagement center (CEC). Get this report now to learn:

  • 9 critical capabilities for evaluating contact center infrastructure
  • 3 use cases that reflect most decisions organizations need to make when looking at CCI – multichannel compact suite, high volume call center and customer engagement center
  • Which vendor scores the highest in 3 use cases across 9 capabilities

This report is most appropriate for mid-size to large on-premise contact center environments, from 250 to 5000+ seats. It includes references to cloud capabilities relevant where organizations are looking to utilize existing vendors for transitioning to cloud services. If you are looking to evaluate a contact center platform best suited to deliver competitive omnichannel customer experiences, this report is a must read.

Gartner Critical Capabilities for Contact Center Infrastructure, Worldwide, Steve Blood, Drew Kraus, May 19 2016.

* Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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