Critical Capabilities for Contact Center Infrastructure, Worldwide

Archived Published: 22 May 2017 ID: G00322646

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Application leaders in customer service should consider today's contact center infrastructure as a legitimate option for holistically managing both employees and the increasing number of communications channels with customers. We present three use cases that represent the most common configurations.

Table of Contents

  • What You Need to Know
  • Analysis
    • Critical Capabilities Use-Case Graphics
    • Vendors
      • Aspect
      • Avaya
      • Cisco
      • Enghouse Interactive
      • Genesys
      • Huawei
      • Mitel
      • NEC
      • SAP
      • Unify
      • Vocalcom
      • ZTE
    • Context
    • Product/Service Class Definition
    • Critical Capabilities Definition
      • Architecture
      • Scalability
      • High Availability
      • Management
      • Open Standards
      • UCC Integration
      • Workflow
      • Multichannel
      • Workforce Engagement
      • Single Server Deployment
    • Use Cases
      • Multichannel Compact Suite
      • High-Volume Call Center
      • Customer Engagement Center
    • Vendors Added and Dropped
      • Added
      • Dropped
  • Inclusion Criteria
    • Critical Capabilities Rating
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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