Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The 2019 – 2020 Robotic Process Automation Product and Market Report provides in-depth analysis of this market, including comprehensive coverage of the competitive landscape, vendors and offerings. The detailed product comparisons and analyses presented in the Report are intended to assist companies in identifying and selecting the right RPA solutions to meet their current and future needs.
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.
Top Free Research
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.
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.