Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution

Summary

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.