Large Contact Center Solutions

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Aastra Solidus eCare Suite

The Aastra Solidus eCare suite is a proven, multimedia contact center offering with leading-edge features. However, its insufficient multivendor interoperability capabilities and lack of global branding will likely constrain market penetration. (8/29/2011)

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Alcatel-Lucent Large Contact Center Solutions

Alcatel-Lucent’s Genesys 8 is a highly scalable, feature-rich contact center offering with applications like Conversation Manager, workforce optimization, eServices and social media, positioning it as a formidable threat in global customer care. (12/27/2011)

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Aspect Contact Center Solution

Aspect’s customer contact platform, Unified IP 7, includes improved reliability, centralized administration, enhanced routing and a new social media tool. However, a strong reliance on Microsoft Lync for unified communications adds some risk. (11/7/2011)

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Avaya Contact Center Solution

The Avaya Aura Contact Center Suite, including Avaya Aura Contact Center 6.2, is a broad set of customer interaction applications built to support large contact centers and can be designed to the diverse requirements of complex contact centers. (12/28/2011)

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Cisco Contact Center Solution

Cisco’s Contact Center Enterprise’s recent improvements in system scalability and newly-introduced simplified ordering for the mass market are focused on achieving the company’s goal of becoming the number one global market share leader. (11/7/2011

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Interactive Intelligence Contact Center Solution

Interactive Intelligence’s CIC version 4.0 is a major step in the company’s contact center suite development showing leadership in real-time speech analytics, filling gaps in previous offerings and expanding system scalability limits. (11/7/2011)

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Siemens Enterprise Contact Center Solution

Siemens Enterprise Communications OpenScape Contact Center, including the OpenScape Cloud Contact Center option, provides customers with a wide choice of customer service premise, hosted and hybrid implementations options. (11/7/2011)

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Top

• Portfolio Description
• Portfolio Positioning
• Portfolio Traction
• Current Perspective
• Portfolio Elements
• Portfolio Strengths/Weaknesses
• Buying/Selecting Criteria

Large Contact Center Solution Elements

• Outbound and Blended Dialing
  
  • This element determines how the contact center solution interacts and integrates into the technical infrastructure of the business implementing it.
    
• Reporting and Analytics
  
  • This element contains the data gathering systems to the contact center, including but not limited to reporting tools, and data and speech analytics.
    
• Core Contact Center
  
  • This element describes basic and traditional contact center component of multi-media contact distribution, including but not limited to ACDs, agent desktops, and PBX interfaces.
    
• Self Service
  
  • This element describes the non-assisted component, meaning the elements of the contact center where there is no agent intervention such as IVR, knowledgebase, self-service portals, etc.
    
• Optimization
  
  • This element is the portion of the contact center that provides tools and systems that are used to increase effectiveness and efficiency of the contact center. Components could include workforce management, quality management, and training.
    
• Interconnectivity
  
  • This element lists the applications and platforms that provide connectivity to systems outside the contact center, such as CRM connectors, SIP Servers, and Mobility Servers. This element could include PBX compatibility and mobility options.

Large Contact Center Solutions Buying/Selecting Criteria

• Client Facing Features and Applications
  
  • Client-Facing Features and Applications are elements that contribute to client retention and client attraction. These include features and capabilities that allow contact centers to provide clients with the right information. Client facing features are about making sure the clients are happier then they can be by going to rival contact centers by making the process smooth. Retention also includes the features and capabilities to cross sell or up-sell clients.
    
• Interoperability and Mobility
  
  • Interoperability and Mobility defines how the contact center works with other systems in the technical infrastructure of the business implementing it. Interoperability is defined as integration and communication with back office and CRM systems. Mobility is defined as connection with other telephone systems, including PBXs (IP, TDM and hybrid), and include indication of presence for both wired and wireless phones.
    
• Inward-facing Features and Applications
  
  • Inward-facing Features and Advanced Applications are elements that promote efficiency and effectiveness of agents and other contact center personnel. These include features and capabilities that allow contact centers to use resources more proficiently, about building economies of scales and increasing the agent value through better tools or decreased duplications and redundancies.
    
• Price
  
  • The Price criteria are the actual price to the purchaser and mechanisms that allow flexibility in the pricing structure.
    
• Scalability, Virtualization, and Multi-Tenancy
  
  • Scalability, Virtualization, and Multi-Tendency are features that expand the contact center and include the capacity of the contact center applications, how independent centers can be connected, and if there are partitioning and multi-client capabilities included.