White Papers

Cloud Call Center Software: 2017 Ovum Decision Matrix

Overview

A move to the cloud should be a smooth transition into a seamless contact center environment. Inform this important operational decision with insight from IT industry expert OVUM

White Papers

Multichannel Cloud Contact Center Solutions, 2015-2016: Ovum (PDF)

As businesses continue to replace their existing premise-based contact centers with cloud solutions, vendors are rapidly developing their capabilities and making acquisitions in the space. It can be difficult for enterprises to navigate the broad array of available cloud contact center offerings. The cloud contact center solutions and vendors are diverse; they include offerings from legacy contact center vendors, specialist multi-tenant players, emerging niche solutions, and large telecoms and outsourcing providers. This report reviews many of the leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics. It compares solutions based on the strength of their technology platforms, the views of their customers, and the impact that each company has in the marketplace. Ovum has selected vendors for comparison based on their ability to offer full voice call routing in the cloud. All the selected vendors have the capacity to route at least one interaction channel beyond voice.    

White Papers

Choose the Right Cloud Contact Center Solution (PDF)

Criteria to use when evaluating and choosing a cloud contact center vendor.

White Papers

Omnichannel toolkit

New channels? No problem. Learn how you can successfully deploy omnichannel service in your contact center.