GARTNER REPORT

How to Navigate CRM and CCI Procurement on the Route to Omnichannel Success

How to Navigate CRM and CCI Procurement For Omnichannel Success

To meet the growing demand for digital interactions, both CRM and CCI (contact center infrastructure) vendors have added a range of digital channels to their portfolios. CCI vendors are focusing on offering an integrated omnichannel customer engagement platform, to improve their appeal to the customer service software market.

The challenge for IT leaders is to decide which engagement channels should be managed by which vendors. This Gartner report discusses:

  • Three procurement strategies IT leaders can adopt to achieve their business goals for omnichannel (voice plus all digital channels) 
  • Strengths and challenges associated with each strategy
  • Key considerations for omnichannel success

Gartner Report How to Successfully Navigate CRM and CCI Procurement on the Route to Omnichannel Success, Jim Davies, Michael Maoz, Drew Kraus, Steve Blood, Olive Huang, Brian Manusama,19 July 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.

**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

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