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Decision Matrix: Selecting an IP Contact Center Vendor (Competitor Focus)
Datamonitor, Feb 2009, Pages: 43
Due to demand for a better understanding of the competitive landscape in the IP contact center (IPCC) market, Datamonitor has developed the IP Contact Center Decision Matrix. This report explores the competitive dynamics in the IPCC sphere and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.
Scope
- This report provides a comparative analysis of the top IP contact center vendors in the enterprise market.
- It ranks vendors by product and solution, and provides recommendations to companies that are investing in or looking to invest in IPCC platforms.
Highlights of this title
The competitive landscape for IP contact centers is characterized by vendors facing few greenfield opportunities in the large enterprise market in mature geographies. This has caused them to begin to change product and go-to-market strategies, focusing less on the benefits of IP and more on topics such as UC for the contact center.
Vendors have begun to offer unified product lines, with common administration and reporting, user interfaces and functionality far beyond basic routing. This creates new competitive dynamics as IPCC providers begin to encroach on the traditional domains of workforce optimization vendors and CRM providers.
In order to offset markedly slower growth in the large enterprise market, IPCC vendors that had traditionally sold technology for very large contact centers will continue to try to find ways to package and sell products for smaller customers.
Key reasons to purchase this title
- Understand the competitive IP contact center platform space and market dynamics in the enterprise.
- Gain actionable insight based on The rankings for IP contact center vendors.
- Become familiar with the major IPCC vendors providing contact center platforms. Gain insight into key differentiators among IPCC vendors.
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