- 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
- PilotHouse - UCC
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At the recent Genesys 2015 G-Force, I saw a futuristic demo in which pressing a button on a broken fridge automatically connected a person to a live agent to report an issue.
From Call Center to Contact Center and Beyond
The Call Center is dead! Now, thanks to growth of social media, mobile applications, and multiple consumer channels, call centers are rapidly morphing into “Contact Centers,” with the ability to provide a consistent and integrated customer experience regardless of interaction method. To keep up with this trend, IT leaders are taking advantage of multi-channel capabilities, and emerging cloud-based platforms. They are seeing success in their overall contact-center systems, especially when they use an integrated platform to support multi-channel integration. Contact-center planners continue to look at a broad mix of vendors, and not just those whom they use for IP telephony and UC. Finally, social media monitoring has entered the contact center as marketing teams often find themselves ill equipped to track customer interaction and deliver analytics to measure success.