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.
Investor Community
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 – 2020 Contact Center Analytics Product and Market Report
The 2019-2020 Contact Center Analytics Product and Market Report provides an in-depth analysis of the interaction analytics and CJA markets: the competitive landscape, product innovation, as well as market, business and servicing trends and challenges. The Report features 8 leading and contending vendors who provide interaction analytics and/or CJA applications as part of a broader workforce optimization (WFO) offering or as a best-of-breed solution. These vendors are: Calabrio, CallMiner, NICE, Pointillist, Sestek, Verint, Voci and Xdroid. Two other vendors, Allo-Media and VoiceBase, are covered at a higher level.
2019 Call Tracking Product Report
The 2019 Call Tracking Product Report closely examines these highly valuable and increasingly popular solutions. The Report provides a detailed analysis of 5 vendors: Convirza, Freespee, Infinity, Invoca and Marchex. It explains how these solutions are being used, explores their benefits, and highlights best practices to help companies realize the greatest return from their investment.
Top Free Research
Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)
All contact center infrastructure solutions are NOT created equal, and the differences are quickly becoming apparent as a new generation of cloud-based omni-channel ACDs and dialers come to market. Use this decision framework to appreciate the essential characteristics of a cloud-based contact center infrastructure solution and vendor, and determine if it’s time for your company to find a new partner.
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.