Analyst Report

Ventana Research: Contact Center Value Index, 2021

The Cloud Value Index 2021, provided by Ventana Research, is an assessment of how well vendors’ offerings will address buyers’ requirements for CCaaS platforms. The index is structured to replicate an RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize and maintain technology, and relationships with vendors.

Ventana Research evaluates the software in seven key categories that are weighted to reflect buyers’ needs. Five are product-experience related:

  • Usability
  • Manageability
  • Reliability
  • Capability
  • Adaptability

In addition, they consider two customer-experience categories — Vendor Validation and Total Cost of Ownership/Return on Investment (TCO/ROI).

Download this report to view the complete findings.

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