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Choosing a new cloud contact center solution requires careful deliberation and thoughtful planning. Not only does making the right decision involve navigating a growing array of contact center offerings, it also means rethinking your customer experience strategy with the addition of new and advanced capabilities. Facing so many options, along with rapidly evolving customer expectations, it’s very helpful to have a report that compares and contrasts leading contact center solutions with an emphasis on the ability of vendors to handle multichannel customer interactions.
In the “Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18,” eight cloud contact center providers, including Genesys, were evaluated and profiled. Ovum selected this group of vendors based on their abilities to offer full voice call routing with the capacity to route at least one interaction channel beyond voice. Each vendor was reviewed not only on technical strengths but also on market impact and customer opinions across a set of evaluation categories.
Ovum named Genesys a leader with the biggest market impact compared to all other vendors. Besides having the largest market impact, we believe the following three reasons make Genesys the right choice for cloud contact centers:
For decision-makers who are still comparing on-premise versus cloud-based contact center solutions, Ovum also provides specific reasons why cloud technology is rapidly gaining traction with companies across all industries. Here are a few reasons:
If you’re ready to evaluate leading cloud contact center solutions, download the “Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18.”
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