Recently, IDC issued their first IDC MarketScape: Worldwide Contact Center Infrastructure and Software 2015 Vendor Assessment (CCIS), which analyzes the key players in the worldwide market. The IDC MarketScape named Genesys as a leader based on the strength of our portfolio, our ability to execute, our channel ecosystem, and our completeness of vision.
The graphic below was published by the IDC MarketScape as part of a larger research document and should be evaluated in the context of the entire document. An excerpt of the IDC MarketScape document is available upon request from Genesys.
So what does this mean for contact center buyers?
Selecting a new contact center can be challenging. What features and functionality are needed to address my current and future business requirements? Which vendors are best positioned to meet these needs? What factors are most critical to selecting a vendor?
That is where industry analysts bring tremendous value, as they provide an impartial assessment of the overall market landscape, including key criteria, reviews of leading vendors, and a functional assessment. This new IDC MarketScape report examines the key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities, along with longer term strategies that affect their ability to serve customers and gain market share.
The CCIS market, as defined by IDC, includes voice and digital media contact distribution, management and agent software clients, as well as self-service solutions for voice, web and mobile devices used to offer customer service solutions as part of a customer experience strategy. The report examines the ecosystem and cloud deployment, customer experience solutions, and mobile customer care solutions, as well as go to market models used by vendors.
In the report, IDC MarketScape offers guidance for vendors and buyers of contact center infrastructure and software solutions.
Key criteria that contributes to a successful CCIS offering include:
- The ability to present a strategy that comprises key technologies that focus on the third platform of IT, including cloud (public and private), big data and business analytics, mobility, and social business functionality.
- Innovative strategies around partner management, pricing, and product packaging.
- Flexible delivery options for partners and customers as part of a video portfolio (on-premises, managed, hosted, and cloud).
- Business partnerships and sales channels that open up new markets for the offering, yet still maintain a high level of support and customer care.
To learn more about the key requirements to selecting a CCIS vendor, request your copy of the IDC MarketScape: Worldwide Contact Center Infrastructure and Software 2015 Vendor Assessment (doc #I05X, July 2015) excerpt.
On Wednesday, October 14th, hear more from IDC analysts Jason Andersson and Melissa O’Brien at our webinar 7 Golden Rules for Architecting a Modern Contact Center. This Global Webinar is presented LIVE in North America, Latin America, Europe and Asia. Register for a time that works best for you. Register today!