Contact Center and Back Office Research and Consulting Services
Executives & Managers
We collaborate with companies to develop strategies and leverage technology and operations to deliver outstanding customer experiences in contact centers and back offices.
Solution Providers
We help technology and solution providers develop, position and deliver groundbreaking products and services that yield real competitive advantage.
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We deliver comprehensive market, company and product evaluations that help investment organizations select the right public and private companies to invest in.
Latest Research Reports
2019 Contact Center Workforce Optimization Market Share Report
The 2019 Contact Center Workforce Optimization Market Share Report, our 16th annual edition, addresses revenue for fiscal 2018, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. It presents the most thorough and accurate coverage of the WFO market landscape, including a rigorous examination of the vendors, their offerings, and 5-year trends for the WFO sector.
2019 Intelligent Virtual Agent Product and Market Report
The 2019-2020 Intelligent Virtual Agent Product and Market Report provides an in-depth analysis of the overall IVA market, including the competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation. This Report is intended to help companies identify and select the right IVA solution for their current and future needs. It provides an in-depth analysis of these AI-enabled solutions, which are a foundational component of next-gen, digitally transformed service organizations.
Top Free Research
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
AQM is an ideal application for companies undergoing a digital transformation. It “listens” and/or “reads” up to 100% of all interactions, enabling leaders to use this business intelligence to improve quality and productivity throughout the enterprise. AQM should become a standard component of quality, voice-of-the-customer/employee (VOC/E) and customer journey initiatives, given the high value of data it delivers.
Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)
The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The question is not whether you are ready to migrate from your existing self-service solutions to IVA-supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology.