... The contact center infrastructure market continues to decline; however, many users of these on-premises and private cloud contact center systems are not yet ready to migrate to CCaaS solutions. This Market Guide helps customer service and support technology leaders differentiate CCI offerings. Overvi ...
Analyst(s): Jason Bridge | Drew Kraus | Pri Rathnayake
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... The energy transition is forcing utilities to adapt to business and operating model change at an accelerating pace. CIOs should use this trend to evaluate how composable architecture can deliver continuing business value and resilience during this decade of deep redesign in the sector. Overview Strate ...
... As vaccination efforts accelerate, the hype and confusion surrounding the relative use cases and benefits of health passes and digital vaccine certificates is growing. Executive leaders need to understand the differences between, and the utility of, these solutions to inform reopening strategies. Mor ...
Analyst(s): Rick Howard | Sharon Hakkennes | Donna Medeiros
... CCaaS selection is a multiyear commitment to support the operational requirements of customer service teams. Application leaders responsible for customer service technology should consider use cases to define technical requirements and selection criteria to ensure a best-fit CCaaS platform. Overview I ...
Analyst(s): Pri Rathnayake | Drew Kraus | Steve Blood
... Oil and gas relies heavily on digital for innovation. But volatile energy markets can impede progress. Industry leaders are shifting toward adaptive, composable and agile business capabilities. CIOs can leverage this trend to strengthen their role in establishing and sustaining digital resiliency. Ov ...
... Access Insights Already a Gartner client? Security and risk management leaders are seeking to integrate their risk management solutions to gain a more holistic view of risk across the enterprise. Operational risk management solutions serve as the core element of integrated risk management. Market Defin ...
... Access Insights Already a Gartner client? More organizations are exploring the potential of blockchain to deliver efficiency or disruption in their industry. To respond at speed, sourcing, procurement and vendor management leaders must evaluate blockchain consultancy providers based on the fit to thei ...
... Access Insights Already a Gartner client? Compelling survey results reveal that Internet of Things digital twins are entering mainstream use via a wide range of sourcing options. Application leaders should leverage these insights to better understand, leverage and scale up the use of digital twins to ...
... CCaaS is dominating options for upgrading contact center infrastructure, with the opportunity to combine digital channels, workforce engagement and leverage flexible working at scale. This research will assist application leaders responsible for customer service in their CCaaS buying decisions. Overv ...
Analyst(s): Pri Rathnayake | Steve Blood | Drew Kraus