The Forrester Wave™: Cloud Contact Centers, Q3 2018

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Forrester Research evaluated 11 of the most significant vendors in the cloud contact center market on 32 criteria to determine their relative capabilities and use cases. 

The report noted that: 

  • “Companies in North America and Europe that require large scale and global voice support, with hundreds to thousands of seats, should consider Serenova CxEngage.” 
  • "CxEngage provides full omnichannel routing and agent desktop support"
  • "Acquiring and integrating WFO provider TelStrat has given Serenova native WFO capabilities." 
  • "Customers tout Serenova’s ability to scale, support for voice services, strong set of APIs, and security."

Key Takeaways:

  • Strengths and weaknesses of vendors
  • Strengths and weaknesses of their technology solutions
  • Business contexts in which adoption of various vendor solutions makes sense


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