Gartner Research

Critical Capabilities for Contact Center Infrastructure

Published: 27 June 2014

ID: G00263020

Analyst(s): Drew Kraus , Sorell Slaymaker, Steve Blood


Contact center infrastructures are best deployed as multichannel suites, high-volume call centers or integrated components of CRM solutions. IT planners should evaluate multichannel software suites, unless they're constrained by their legacy environments to use best-of-breed solutions.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use Case Graphics
  • Vendors
    • Alcatel-Lucent
    • Altitude Software
    • Aspect
    • Avaya
    • Cisco
    • Enghouse Interactive
    • Genesys
    • Huawei
    • Interactive Intelligence
    • Mitel
    • NEC
    • Presence Technology
    • SAP
    • Unify
    • Vocalcom
    • ZTE
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Architecture
    • Scalability
    • High Availability
    • Management
    • Open Standards
    • UCC Integration
    • Workflow
    • Multichannel
  • Use Cases
    • Multichannel Compact Suite
    • High-Volume Call Center
    • Customer Engagement Center
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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