Enterprises are increasinly demanding contact centre services and features within their organsations. The service provider community is looking to provide these contact centre services from the cloud and so Cavell has taken a closer look at the market to enable the SP's to understand these services.
Cavell’s research takes a detailed look at intelligent customer interaction and how cost savings from improved efficiency and productivity are key requirements for the modern evolving Enterprise.
Contact Centres and related capabilities such as call recording, analytics and specialist IVR services are all going to be hot offerings for Service Providers as well as the introduction of bots and AI into more advanced services.
This report not only describes the options available to service providers from point solutions to full deployment of cloud based contact centre services but also outlines the key differentiators for service providers to consider when deploying these solutions.