Published By: Genesys
Published Date: Aug 09, 2016
This Ovum Decision Matrix provides an in-depth view of many of the leading cloud contact center vendors to help enterprises find the most suitable platform for their needs.
Published By: Genesys
Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business.
Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.
Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Read the Ovum Decision Matrix to:
• Compare cloud contact center solutions based on the strength of their technology platforms
• Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics
• Understand each vendor’s market impact and why Genesys was chosen as a leader
Contact centers play a major role in determining the customer’s perception of a company. Often seen as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS and video.
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on demand with the ability to scale up quickly. They offer the best technology innovation as well as the ability to scale agents up and down as business needs change. This whitepaper provides background on cloud contact centers, their advantages and the essential considerations for selecting a vendor.
Businesses must become agile and provide differentiated service as customer demands and
expectations change. Moving beyond simple phone transactions, customers are taking matters into
their own hands and turning to their peers, the web and social media to find answers.
Contact centers play a major role in determining the customer’s perception of a company. Often seen
as brand ambassadors, agents are the main interaction point for customers. It is therefore critical that
they deliver personalized communications in the channels that customers prefer. Businesses should
use cloud technology to add multichannel tools and support growing demand for chat, social, SMS
and video.
Cloud solutions allow contact centers to gain access to new technology capabilities and channels on
demand with the ability to scale up quickly. They offer the best technology innovation as well as the
ability to scale agents up and down as business needs change. This whitepaper provides background
on cloud contact cen
Published By: Genesys
Published Date: Feb 08, 2019
Angesichts der zahlreichen Optionen, die der äußerst dynamische Markt für cloudbasierte Contact Center bietet, ist die Suche nach der richtigen Lösung für Ihr Unternehmen eine Herausforderung.
Vergleichen Sie mithilfe der „Ovum-Entscheidungsmatrix für die Auswahl eines cloudbasierten Multichannel-Contact-Centers, 2017–18“ ganz einfach die führenden Anbieter von Contact-Center-Lösungen anhand ihrer Fähigkeit, umfassende Funktionen für das Routing von Anrufen und kanalübergreifenden Kundenservice in der Cloud bereitzustellen.
Außerdem erfahren Sie, warum Genesys als „Leader“ eingestuft wurde, der Lösungen für Unternehmen jeder Größe und in allen Branchen weltweit bietet.
In der Ovum-Entscheidungsmatrix finden Sie:
eine Gegenüberstellung cloudbasierter Contact-Center-Lösungen basierend auf einer Bewertung ihrer Technologieplattformen
einen Vergleich der Anbieter anhand ihrer Fähigkeit, kanalübergreifende Kundeninteraktionen zu unterstützen und mittels Analysen Verbindungen zwisch
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