Gartner Research

Critical Capabilities for Contact Center Infrastructure

Published: 07 October 2011

ID: G00219743

Analyst(s): Geoff Johnson, Drew Kraus , Steve Blood


This research aids the comprehensive evaluation of contact center vendor solutions. It outlines key industry use cases, provides important functions to evaluate and rates proprietary vendor solutions based on Gartner's specific contact center capability criteria for each use case.

Table Of Contents
  • Overview

What You Need to Know


  • Introduction
  • Product Class Definition
  • Critical Capabilities Definition
  • Use Cases
  • Inclusion Criteria
  • Critical Capabilities Rating
  • Vendors
    • Alcatel-Lucent (Genesys)
    • Aspect
    • Avaya
    • Cisco
    • Interactive Intelligence
    • NEC
    • Siemens Enterprise Communications

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