- 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.
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.