Ventana Research is the first research company to benchmark the maturity and direction of contact center technology to support customer services processes. Ventana Research believes that enterprise-wide customer interaction and satisfaction processes are essential to managing customer experience in today's competitive markets. With appropriate contact center technologies and use of common customer information, companies can improve operational performance, coordinate consistent interactions across functional, departmental and divisional lines, reduce costs and increase customer satisfaction.

Ventana Research has undertaken a comprehensive benchmark of the adoption and use of contact center technology. We assessed how organizations are operating today and how they plan to advance their contact center strategies and processes through use of technology and information. This research will help contact centers to better understand how to improve their efforts. It will enable them to determine how to align their organization's people, processes, information and technology to improve contact centers and the interactions with customers. Ventana Research believes that with proper planning and execution, companies that deploy multi-channel contact center technology can achieve a competitive advantage.