Research Papers

Cloud-based Contact Center

Cloud Contact Center Market Trends: Movement from Best-of-Breed to Suites
For contact centers, moving to the cloud is no longer the question. The question is: What’s the best approach? According to the findings in this Executive Brief from Frost & Sullivan, best-of-breed and full-suite cloud solutions are both viable approaches at this point. Long term, however, full-suite cloud solutions will become the preferred model. Read what factors are driving the full-suite trend.

Business Communications: The Next Wave in Cloud-Based Computing?: Study compiled by IDG Research Services, in conjunction with CIO Custom Solutions Group
Cloud computing has quickly established its rightful place in modern IT organizations, helping enterprises become more agile while keeping costs in line. And with near-mainstream appeal, the new delivery model has proven its stripes with applications like messaging, storage and CRM. Now, technology innovators are applying what they’ve learned—and what they’ve gained—to business communications. This recent study by IDG Research Services explores how and why enterprises are taking communications into the cloud.

The Contact Center

The US Contact Center Decision-Makers' Guide, 5th edition – 2012
With a principal focus on cloud and hosted solutions, this edition of the Decision-Makers' Guide from ContactBabel offers the latest perspective on the US contact center industry. Performance, operations, technology, HR — the perspective is the result of input from more than 200 contact center managers and directors. Read more in this executive version, sponsored by Interactive Intelligence.

Managing the Customer Experience during Phone Calls: Using Real-time Word and Phrase Spotting to Influence the Outcomes of Calls
Improved compliance. Greater consistency in handling calls. Better service outcomes for customers and more focused training for agents. The benefits of real-time speech analytics can be wide-ranging — and immediate. Read why the emergence of speech analytics will continue to help organizations realize value in this Research Perspective from Ventana Research, sponsored by Interactive Intelligence

Building an ROI Model for a Cloud-based Contact Center: Comparing the cases for on-premises and cloud-based systems
The reality is, most contact centers have small budgets to invest in new systems and applications. But the reality is also that most contact center managers are ultimately forced to upgrade to meet operational and user requirements. These days, with a keener focus on ROI, the upgrade decision often comes down to systems and apps located in the cloud — and whether to deploy them as an alternative or a supplement to traditional on-premises deployment. Ventana Research provides a comparison roadmap in this benchmark Research Perspective, sponsored by Interactive Intelligence.

Frost & Sullivan survey and report: Emerging Trends and Technologies Shaping the Contact Center Industry in the New Economy
After months of cost controls taking top priority, contact center executives say their organizations are finally planning to start investing again in new technologies and service initiatives. Among the top considerations: multimedia interaction channels, proactive customer contact, hosted contact center solutions, and social media. Read the full report for why these trends are at the top of the list.

The All-in-One Research Report Series from Benchmark Portal Inc.

Report #1: BenchmarkPortal's Research Report: A comparison of All-in-One versus Multi-Point Contact Center Solutions
Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality. Read the report's full results.

Report #2: BenchmarkPortal's All-in-One Cost Report
In 2006 BenchmarkPortal published findings based on a contact center survey showing that all-in-one systems were preferred over multi-point systems. This report explores the costs of both systems, with survey findings showing a lower total cost of ownership for all-in-one versus multi-point contact center systems. Read the report's full results.

Report #3: Technology Adoption/Migration Strategies for All-In-One Contact Center Solutions
Last in the BenchmarkPortal Series, contact center managers tell what they learned about migrating to an all-in-one solution: That a rip-and-replace approach isn’t needed, that migration can successfully follow different paths, and that self-knowledge, meticulous planning and ongoing integration capability are key.

Unified Communications

Today’s Enterprise Workforces: Remote But Not Isolated : Survey Conducted by IDG Research Services, in Conjunction with CIO Custom Solutions Group
In conjunction with CIO Custom Solutions Group, IDG Research Services recently surveyed enterprise decision-makers on IP communications and remote employees, and the results were favorably uniform: IP telephony keeps remote employees connected, communicating and collaborating as effectively as their in-office counterparts. Read what else respondents had to say.

IT Spending in a Down Economy: Smart Investments Make for Competitive Advantage
The economy is the topic of many water-cooler discussions and boardroom debates worldwide. IDG Research discovers how today’s economic conditions are affecting CIOs' purchase decisions.