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Customer service key in competitive market

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Genesys, Cisco and Avaya, closely followed by Interactive Intelligence, have been named as market leaders in IDC’s 2015 MarketScape study of the worldwide contact centre infrastructure and software (CCIS) market.

The CCIS market 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 vendors’ ability to integrate into the external environment is increasingly growing in importance with the interest in business process automation and as such, part of the evaluation includes the ecosystem, deployment options such as on-premises and cloud (public/private), concepts such as customer experience/mobile customer care solutions, and the go-to-market models used by vendors.

“Some of the key challenges customers face when investing in contact centre infrastructure and software are the identification of technologies, features, and applications that are most appropriate for their organisations, and more importantly, which source(s) they should turn to for deployment and expertise,” says Jason Andersson, programme director: worldwide contact centre research at IDC.

“Customer service has always been a key issue for companies operating in competitive markets. But even among organisations that are not competitive, it has been a strategy albeit from a different perspective. The movement to cloud is clear as investments in both hosted solutions and cloud solutions are beginning to make global headway. Revenue growth in this market will be driven by enterprises looking to retain capital, reduce costs, and improve customer experience.”

The IDC study assesses the CCIS market worldwide and analyses a number of specific vendors. The vendors included in the analysis are ALE (formerly Alcatel–Lucent Enterprise), Avaya, Cisco, Genesys, Interactive Intelligence, Intelecom, Loxysoft, Mitel, NEC, SAP, ShoreTel and Unify.