Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market.
We are proud to be placed in the Leaders category with the following strengths:
- Delivery Model
- Portfolio of Benefits Delivered
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.
In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market. The data showed that most contact center executives see the value of the cloud and are either already taking advantage of it, or are planning to migrate their technology to the cloud in the near future.
The IDC MarketScape also found a few key challenges facing contact centers in 2016 and beyond.
To learn more, download a complimentary excerpt of the report today!