Gartner Research

Critical Capabilities for Contact Center Infrastructure, Worldwide

Published: 22 May 2017

Summary

Application leaders in customer service should consider today's contact center infrastructure as a legitimate option for holistically managing both employees and the increasing number of communications channels with customers. We present three use cases that represent the most common configurations.

Included in Full Research

  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Aspect
    • Avaya
    • Cisco
    • Enghouse Interactive
    • Genesys
    • Huawei
    • Mitel
    • NEC
    • SAP
    • Unify
    • Vocalcom
    • ZTE
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Architecture
    • Scalability
    • High Availability
    • Management
    • Open Standards
    • UCC Integration
    • Workflow
    • Multichannel
    • Workforce Engagement
    • Single Server Deployment
  • Use Cases
    • Multichannel Compact Suite
    • High-Volume Call Center
    • Customer Engagement Center
  • Vendors Added and Dropped
    • Added
    • Dropped
  • Critical Capabilities Rating

Analysts:

Drew Kraus Steve Blood

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