Gartner Research

Critical Capabilities for Contact Center Infrastructure, Worldwide

Published: 19 May 2016

ID: G00278590

Analyst(s): Steve Blood, Drew Kraus


IT and business leaders in customer service should consider 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


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • ALE
    • Altitude
    • Aspect
    • Avaya
    • Cisco
    • Collab
    • Enghouse Interactive
    • Genesys
    • Huawei
    • Interactive Intelligence
    • Mitel
    • NEC
    • Presence Technology
    • SAP
    • ShoreTel
    • Unify
    • Vocalcom
    • ZTE
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Architecture
    • Scalability
    • High Availability
    • Management
    • Open Standards
    • UCC Integration
    • Workflow
    • Multichannel
    • Workforce Optimization
  • 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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