- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
As they look to simplify the user experience while reducing costs, many enterprises ultimately will seek single-vendor solutions.
Last week, Genesys announced its new native Skype for Business (formerly Lync) integration.
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.