Contact Center and Back Office Research and Consulting Services
Latest Research Reports
The future of speech analytics is positive. Adoption remains strong, and there is still a significant unpenetrated market for the stand-alone solutions. An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions.
After 15 years of continuous growth, the WFO market is contracting. Enterprise requirements have changed, and many WFO vendors who have not kept up with their clients’ needs are feeling the impact, which is fueling a wave of market consolidation. The digital transformation is underway, and cloud computing is the technology of the future.
Top Free Research
If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution. The difference is that IT’s role in a cloud scenario will be more strategic and dedicated to security, integrations and system administration, and less to taking care of the hardware and software. The purpose of this white paper is to debunk the myth that IT resources are not necessary to assist with and participate in the selection and ongoing management and administration of a cloud-based contact center infrastructure solution.
Contact centers are highly complex operating environments with a lot of moving parts and activities. Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees. Supervisors and agents need metrics so they know how they are performing their jobs and what they need to improve.