This week, software development firm Clarity announced the release of Clarity Connect version 4.0, the newest rollout of its contact center platform.
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Blame Elton John.
There’s a new type of application on the market, and people are trying to figure out just where it fits.
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Avaya Launches Contact Center Select for the More Complex Small and Midsize Contact Center
Avaya continues its expansion in the small and midsized business (SMB) space with its launch of a new multi-channel contact center solution for organizations with 30–250 agents. The new Avaya Contact Center Select is Avaya’s second SMB contact center solution this year. Contact Center Select offers a couple more channels than Avaya’s previously announced IP Office Contact Center; it supports voice, email, chat, SMS, and fax communications.
As I said earlier this year, multi-channel engagement is not just for big businesses anymore. The Nemertes 2013-14 Enterprise Technology Benchmark showed that 54% percent of SMBs currently engage email in their contact centers; 31% of SMBs currently use chat. Mobility is also no longer limited to large businesses.
Mobile is one of the fastest growing channels in contact centers: according to the Nemertes benchmark, 44% of companies of all sizes are at least evaluating including mobile engagement in their contact centers. Mobile engagement is also the third most-engaged channel in the SMB contact center: 18% of SMBs are currently using mobile engagement, and another 9% are evaluating adding mobile to their contact centers. SMBs that are interested in expanding multi-channel customer engagement now have another option to consider.
Companies of all sizes should enable multi-channel communication in their contact centers and should consider including mobile engagement as a channel. Demand for mobility will only continue to grow in coming years.