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Unified Communications
and Contact Center

The Current Analysis coverage of the Unified Communications and Contact Center sector focuses on real-time voice, video and text-based communications solutions, as well as the companies that develop them and the overall market trends that affect them. The unified communications and contact center solutions tracked are deployed on-premise by enterprises, the mid-market, small- to mid-sized businesses, small businesses and within customer service environments. Our coverage centers on four main market segments:

  • Unified Communications Solutions
  • Business Communications Solutions
  • Contact Center Solutions
  • Video Conferencing and Telepresence Solutions

Analysis of unified communications solutions focuses on server-based platforms that provide end users with an integrated set of voice, video, and corporate-grade instant messaging functionality closely tied to telephony and IM presence awareness multimedia collaboration applications. Business communications solutions analysis centers on a range of voice-centric communications platforms, including IP PBXs, key systems, integrated communications platforms and SIP-based communications services. Also integral to our coverage of business communications solutions is analysis of enterprise session border controllers, session management software, IP desk phones, wireless LAN and DECT end points, and the mobility software that ties mobile (cellular) phones into the corporate communications environment.

Contact center solutions coverage focuses on the systems and software that companies rely on to respond to customer inquiries, proactively reach out to customers, record and analyze customer interactions and otherwise provide customer care. These solutions process inbound and outbound customer interactions conducted via traditional phone calls, email, voice mail, fax, text messaging and chat. Modern contact centers are provided via on-premise software or increasingly being delivered through a private or virtual cloud, or a hybrid solution utilizing the benefits of both, while preserving previous company investments. Also integral to contact center solutions coverage is software that monitors public social media services such as Twitter and Facebook, and allows either agents or other enterprise employees to respond, track and process customer service-related social media interactions. Contact center solutions coverage now includes customer-related business process automation and the use of corporate unified communications and collaboration software to create ties between customer service environments and the larger enterprise.

Analysis of video conferencing and telepresence solutions focuses on a wide range of software and on-premise systems that facilitate point-to-point and multi-point video interactions. These include desktop video conferencing software integral to many unified communications solutions. It also includes room-based video conferencing using H.323 or SIP, as well as immersive telepresence solutions that use high-definition video and life-sized imagery to make conference participants feel as if they were sitting together in the same room.


ANALYSTS
Ken Landoline Bio Tim Banting Bio Jerry Caron Bio

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