Gartner Research

Critical Capabilities for Contact Center Infrastructure, Worldwide

Published: 21 May 2018

ID: G00333452

Analyst(s): Simon Harrison , Drew Kraus , Steve Blood


Application leaders in customer service considering on-premises contact center infrastructure should use this Critical Capabilities report to match their needs to three common use cases.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Aspect Software
    • Avaya
    • Cisco
    • Enghouse Interactive
    • Genesys
    • Huawei
    • Mitel
    • NEC
    • SAP
    • 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

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