As I discussed in my recent report: “Key Trends: Contact Centers of the Future,” co
IP Contact Center
The Nemertes PilotHouse award for IP Contact Center (IPCC) recognizes IP contact-center vendors that offer solutions such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and related applications over an IP-based service. IT professionals who use these services rated their providers on technology, value, and customer service.
- Big Data, Analytics and Virtualization
- Contact Center and Customer Engagement
- Cloud Delivery
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security & Compliance
- Unified Communications and Collaboration
According to our most recent benchmark, nearly every enterprises now supports employee use of iPhones and iPads; IT’s hand was forced from consumerization.