Gartner LogoKeeping up with the never-ending demands upon your contact center is a challenge, to say the least. In a single decade you’ve likely evolved from handling primarily voice calls to managing emails, web chats, SMS, social media, and more.

Even if you’ve managed to keep up with the myriad of requests so far, you’re certainly not leaning back in your chair and putting your feet up. Based on what we’ve experienced in the past decade, it’s likely the changes will keep coming.

Many contact center and IT directors today are burdened by history. Your company, like most, probably began with a voice-only contact center solution. New channels of communication were likely added in an ad-hoc fashion, perhaps purchased from disparate vendors.

No one needs to tell you of the difficulties inherent in integrating, upgrading, and maintaining point solutions from multiple vendors – chances are you wrestle with these issues on a regular basis.

It’s time to ask a key question: Does your contact center infrastructure give you a solid foundation for the demands of today and the challenges of tomorrow?

Let’s take a look at what Gartner has to say. As one of  the world’s leading information technology research and advisory companies, Gartner delivers the insight their clients need to make the best technology-related decisions.

In their research paper Critical Capabilities for Contact Center Infrastructure, Gartner finds that the most effective contact center infrastructure solutions come from a single supplier, with a single software stack to manage all types of multimedia sessions through one interaction flow.

This research paper is a companion to Gartner’s Magic Quadrant for Contact Center Infrastructure – both of which help buyers understand the current state of the contact center industry.

Some key insights to consider as you evaluate solutions for your contact center and customer experience initiatives:

  1. Move to ‘All-in-One’ Bundled Suites of Solutions: Gartner points out that companies who have multiple contact center platforms have less clarity in their go-to-market strategies than if they are using vendors with single software platforms. According to Gartner, “Increasingly, contact center managers prefer to purchase much, or all, of their CCI from a single source as a bundle in the pursuit of easier and enduring integration, cradle-to-grave integrated reporting, and easier system management.” Genesys believes this comes in the form of an integrated customer experience platform that enables you to deliver consistent, seamless and personalized interactions across all channels and touchpoints. The benefits include common routing, reporting and analytics regardless of channel, combined with the ability to carry customer context through each interaction along a customer’s journey.
  1. Plan for tighter integration of your Contact Center Infrastructure with customer self-service and social networking solutions: Gartner says, “Unless there is a specific need to maintain high-volume, best-of-breed deployments, a single-suite solution is preferable.” Genesys believes that in order to have a truly unified view of each customer’s interactions, it is important to know what self-service paths they have taken. With knowledge of when and why self-service did not suffice, businesses can tailor their automated services to be more robust.  Furthermore, visibility into a customer’s social networking paths builds a complete understanding of the customer’s total journey.
  1. Use Open Standards: Gartner says the key to making Contact Center Infrastructure (CCI) a core component of a customer engagement center is support for open standards. Gartner believes that while “demand is strongest in support of self-service applications in voice and mobile channels, …it also includes integration with business applications and other communications channels for a holistic customer experience.” From its inception, Genesys has been dedicated to delivering the flexibility inherent in open standard solutions, helping their customers avoid the headaches and maintenance costs of supporting proprietary systems.

These points provide just a few valuable pieces of insight on the state of today’s CCI market. To learn more about Gartner’s views, and Genesys leadership in this area, download the full Critical Capabilities for Contact Center Infrastructure report today.


Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.