{"id":399641,"date":"2021-10-01T20:04:01","date_gmt":"2021-10-02T03:04:01","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/critical-capabilities-for-evaluating-contact-centre-vendors"},"modified":"2021-09-23T20:16:36","modified_gmt":"2021-09-24T03:16:36","slug":"critical-capabilities-for-evaluating-contact-centre-vendors","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/critical-capabilities-for-evaluating-contact-centre-vendors","title":{"rendered":"Critical Capabilities for Evaluating Contact Centre Vendors"},"content":{"rendered":"

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Recently, Genesys\u00a0<\/span>announced<\/span><\/a>\u00a0that Gartner<\/span>\u00ae<\/span> has named us a Leader in the 2021 Magic Quadrant\u2122 for Contact Centre as a Service\u00b9<\/span>, and we\u2019re positioned highest in\u202fability to execute. While the Magic Quadrant receives most of the publicity, it\u2019s also important to learn about the informative companion report, \u201cThe Gartner 2021 Critical Capabilities for Contact Centre as a Service.\u201d<\/span>\u00b2<\/span><\/p>\n

The Gartner 2021 Critical Capabilities for Contact Centre as a Service<\/span>\u00a0report<\/span> evaluates 12 CCaaS providers across five use cases to help IT professionals easily compare product and service offerings against a set of critical differentiators identified by Gartner. In the report, Gartner provides a list of recommendations for application leaders responsible for customer service and support who are planning, selecting and deploying contact centre applications.\u00a0\u00a0<\/span><\/p>\n

In this post, we’ll walk through three Gartner recommendations and share how partnering with Genesys can help you succeed.<\/p>\n

1. Take the Guesswork Out of Contact Centre Migration
\n<\/strong>Having the right guide makes it easier and more predictable to navigate your migration to the cloud. And that means there\u2019s much lower risk and a faster time to business value. In the report, Gartner recommends buyers “reduce the impacts of transitioning off legacy contact centre platforms by focusing on providers with referenceable transition frameworks, methodologies and commercial options for migrating to their CCaaS offerings.”<\/p>\n<\/div>\n

Over the past year,\u00a0more than\u00a0900 companies\u00a0worldwide\u00a0have chosen to migrate to the\u00a0Genesys Cloud\u2122 platform over legacy on-premises and first-generation cloud technologies.\u00a0Our\u00a0prescriptive migration process<\/a>\u00a0is designed to empower you with best practices, in a repeatable way and with predictable success. This reduces\u00a0risk,\u00a0allows you to\u00a0avoid wasteful costs and complexity, and accelerates\u00a0your time to real business value.\u00a0Companies\u00a0like\u00a0ConTe.it<\/a>, a leading Italian car insurer,\u00a0have\u00a0chosen\u00a0Genesys\u00a0to\u00a0guide\u00a0their\u00a0cloud migration\u00a0to improve\u00a0agility\u00a0and\u00a0accelerate digital plans.<\/p>\n

2. Addressing the Unique Needs of Multiregional Organisations\u00a0<\/strong>
\nOrganisations with global contact centre operations have more complexity to consider when selecting a CCaaS provider. Factors to consider include local compliance regulations, data sovereignty, distributed agent populations, global telephony needs and more. To mitigate risk, it\u2019s critical to choose a provider with the global reach and proven execution experience managing multiregional cloud migrations.<\/p>\n

The Gartner report recommends enterprises “reduce multiregional service compliance and quality challenges by assessing service providers\u2019 data centre design and network architecture, and on standards compliance in relevant geographical regions.”<\/p>\n

Genesys\u00a0continues to invest in global expansion, security and compliance. We\u2019re\u00a0honored to be scored highest in both North America and Western Europe use cases in the report.<\/p>\n\n\n\n
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Genesys Cloud<\/span>\u2122<\/span>\u00a0<\/span>global availability<\/span><\/a> now extends across 11 Amazon Web Services (AWS) Regions, servicing customers in more than 80 countries. This year, Genesys became the first global CX organisation to provide in-country cloud deployment in India. No matter your industry or location, our\u00a0<\/span>third-party certifications and rigorous regulatory compliance<\/span><\/a>\u00a0mean you can trust customer and business data\u00a0remain\u00a0private.\u00a0See\u00a0how\u00a0<\/span>Westpac NZ<\/span><\/a>,<\/span> one of the largest banks in New Zealand, moved away from 39 siloed contact centres \u2014 broken down by region \u2014 to a single virtual contact centre powered by Genesys Cloud.<\/span><\/p>\n

3. The Future of Business Is Composable<\/span><\/b>
\n<\/span>In the report, Gartner advises application leaders to “lower the cost of ownership for new\u00a0CCaaS\u00a0investments by prioritizing solutions that offer native functionality and complementary partner offerings accessible through application marketplaces.”<\/p>\n

Building contact centre capabilities that are readily available is time consuming and expensive. And it doesn\u2019t differentiate your business. A better approach is to invest in an all-in-one composable CX platform.<\/p>\n

Genesys\u00a0is at the forefront of the charge to deliver\u00a0composable CX\u00a0which enables businesses to create customer and employee experiences that lead to swift, sustainable differentiation in a way that delivers maximum resiliency and agility in the face of increasing change and uncertainty.\u00a0Genesys Cloud offers an unmatched level of composability\u00a0through the real-time assembly\u00a0and orchestration of\u00a0individual capabilities from the core product offerings,\u00a0application\u00a0marketplace, your greater CX ecosystem, and differentiating solutions that use open APIs and developer tools.<\/p>\n

Simply stated, a composable CX platform\u00a0lets\u00a0you differentiate faster, adapt\u00a0more easily\u00a0and architect better. Check out how\u00a0Company Nurse<\/a> leverages a mix of native capabilities, open APIs and AppFoundry\u00ae Marketplace solutions to drive competitive differentiation.<\/p>\n

Choosing the\u00a0right\u00a0CCaaS\u00a0provider\u00a0\u2014 one who will ensure you can best serve\u00a0your customers\u00a0\u2014requires an incredible amount of due diligence. Tools like the Gartner Critical Capabilities report arm you with accurate and balanced information to aid in your search.<\/p>\n

 <\/p>\n

Download a complimentary copy of the\u00a0\u201cCritical Capabilities for Contact Centre as a Service\u201d<\/a>\u00a0and the\u00a02021 Gartner Magic Quadrant for Contact Centre as a Service report<\/a>\u00a0today.<\/p>\n

 <\/p>\n

\u00b9Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Steve Blood, 9 August 2021.\u00a0<\/em><\/p>\n

\u00b2Gartner, \u201cCritical Capabilities for Contact Center as a Service\u201d Steve Blood, Drew Kraus, Pri Rathnayake 9 August 2021.\u00a0<\/em><\/p>\n

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 or other designation. Gartner research publications consist of the opinions of Gartner\u2019s research organisation 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.\u202f\u00a0<\/em><\/p>\n

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\u00a0Genesys.\u00a0<\/em><\/p>\n

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and\/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.\u00a0<\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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