Ovum Decision Matrix:

Selecting a Multichannel Cloud Contact Center Solution

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From legacy providers to upstart multi-tenant players, a broad array of cloud contact center offerings has been introduced to the market as enterprises increasingly shed premise-based solutions. But what capabilities and services should you be looking for when evaluating contact center solutions? How do these solutions stack-up against each other?

These are the questions that leading IT and telecommunications analyst firm Ovum set out to answer in this report.

  • How is the landscape for cloud contact center solutions evolving?
  • Which solutions will best meet the requirements of different organizations?
  • What are the most important features to consider when selecting a vendor?
  • How can cloud contact center solutions differentiate you from your competitors?


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