Contact Center as a Service (CCaaS) is a cloud-based customer experience solution that allows organizations to utilize a provider’s software to administer incoming support, or inquiries from consumers in a hosted, subscription model.
The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.
The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.
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Exploring the vendor landscape for contact center solutions is complicated, with a variety of metrics to consider within a service level agreement. This note helps narrow down which key requirements and key metrics you need to consider when choosing a contact center.
In this fourth brief of four on Cisco’s January launch of upcoming collaboration solutions in 2020, I look at Cisco’s new additions for its Webex Contact Center portfolio.
Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020.