2017 Gartner Report

Critical Capabilities for Contact Center Infrastructure, Worldwide

Compare Contact Center Vendors With a 10-Point Ranking Score

Organizations focused on customer service rely on contact center infrastructure (CCI) to ensure employee and customer engagement continually help to meet business goals and company growth. Gartner Research has devised three use cases and 10 critical capabilities for CCI evaluation, with Genesys outranking other legacy vendors, including Avaya.

The Gartner 10 critical capabilities for CCI evaluation provides guidelines to help companies understand when selecting either a new or deciding to keep a current contact center platform to deliver sustainable and competitive customer service.

Read this report to learn:

  • 10 critical capabilities for evaluating contact center infrastructure
  • 3 use cases that reflect the most common configurations – Multichannel Compact Suite, High Volume Call Center and Customer Engagement Center
  • Which vendors scored the highest across the entire evaluation