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."
- 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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