Buyers Guides for Contact Centers

2023 Software Provider and Product Assessment

In this modern, digital age of customer experience, the journey of engagement across every channel and device must be orchestrated effectively. Organizations, no matter the industry, have inbound and outbound interactions and rely on contact centers to fulfill operational and revenue objectives. The utilization of cloud computing has enabled a new generation of applications and technology that supports this imperative through products that are easier to onboard and utilize than those purchased and installed in the past.

The Buyers Guides for Contact Centers evaluated software providers across three categories and produced a separate Buyers Guide and research for each to help best understand, assess, optimize and select software providers.

• The Contact Center Suites category evaluated contact center and agent management applications and the underlying platforms and technology that support them. The guide assessed the following providers: 8x8, Alvaria, AWS (Amazon Web Services), Avaya, Cisco, Content Guru, Dialpad, Emplifi, Enghouse Interactive, Five9, Genesys, LiveVox, Microsoft, NICE, RingCentral, Salesforce, Talkdesk, Twilio, Verint, Vonage and Zoom.

• The Contact Centers category evaluated products that address key elements of contact centers and platforms, focusing on the routing engine as the core component, and including a minimum viable set of agent-optimization features. The guide assessed the following providers: 8x8, Alvaria, AWS, Avaya, Cisco, Content Guru, Dialpad, Emplifi, Enghouse Interactive, Five9, Genesys, LiveVox, Microsoft, Mitel, NICE, RingCentral, Salesforce, Talkdesk, Twilio, Vonage and Zoom.

• The Agent Management category evaluated the sophistication of providers and products in agent management within contact centers. The guide assessed the following providers: 8x8, Alvaria, AWS, Calabrio, Content Guru, Five9, Genesys, LiveVox, NICE, Playvox, Talkdesk and Verint.

To view the executive summaries of the research, please select the report below.

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View the 2023 Buyers Guides for Contact Centers