Richard Snow's Analyst Perspectives

inContact and Siemens Enterprise Communications Working the Contact Center in the Cloud

Posted by Richard Snow on Jun 22, 2011 9:26:32 AM

While the contact center business is not the most dynamic market, it is undergoing more changes than I have ever seen. One of the biggest changes is coming about because of cloud computing. This trend was led by salesforce.com, and the impact is now being felt in the contact center market as more vendors start to provide a “contact center in the cloud.” I recently wrote about inContact , one of the first vendors to provide a full contact center in the cloud. Recently inContact announced an important partnership – and it’s not an obvious match. 

Read More

Topics: Call Center, Cloud Computing, Contact Center, Contact Center Analytics, CRM, Customer Analytics, Customer Data Management, Customer Feedback Management, Customer Service, Desktop Analytics, InContact, Operational Performance Management (OPM), Predictive Analytics, Siemens Enterprise Communications, Social CRM, Social Media, Speech Analytics, Text Analytics, Unified Communications, Voice of the Customer, Workforce Management, Customer Experience, Analytics