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Ebook Omdia Decision Matrix: Selecting a Cloud Contact Center Solution

Omdia Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2020-21

In today’s competitive marketplace, it is crucial that contact centers regularly add new and advanced services to ensure agents can respond to customer inquiries from across multiple channels including voice, chat, SMS, social media, web, and mobile platforms to make interactions smoother and improve first-contact resolution (FCR) rates.

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Omdia has compiled a select group of cloud contact center solution vendors for comparison based on their ability to offer full voice-call routing in the cloud and to route at least one additional interaction channel.