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
2018 Intelligent Virtual Agent Product and Market Report
The 2018 Intelligent Virtual Agent Product and Market Report provides a timely and thorough analysis of this sector and the 5 featured vendors who offer solutions to address service, contact centers and other enterprise functions. The Report analyzes vendors, products, functional capabilities, prices, and more. It includes information about the uses of these solutions, their benefits, and best practices to help realize the greatest return on an investment in IVAs.
2018 Robotic Process Automation Product and Market Report
Robotic process automation is bringing great value to the market, driving productivity improvements and innovation. Today’s bots can handle a growing number of front- and back-office and shared business activities services.
Top Free Research
AI and Automation is the Path to the Future for Contact Centers (whitepaper)
The digital transformation is driving companies to reimagine their front- and back-office servicing strategies and operations. Companies need solutions that make it easy for their customers to conduct business and that deliver a personalized and outstanding experience, cost effectively.
Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)
Having the right KPIs is necessary for managing a contact center, regardless of its size. However, the KPIs that are needed are not tied to the size or complexity of the contact center, but instead to its underlying purpose: customer service, sales or collections.