Diving into the Forrester Wave: Exceeding Expectations in Enterprise Contact Centre 

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With customer expectations soaring to new heights, delivering a personalised and differentiated customer experience (CX) has become a primary focus across every industry. For businesses with large contact centres, choosing a contact centre interaction management (CCIM) provider that offers the solutions, as well as the integration, customisation, and deployment options necessary to meet these expectations is a key element of success.

Two new, independent Forrester Wave™ reports from Forrester Research evaluate midsize and large CCIM that create offerings for midsize and large contact centres. In both reports, Genesys was recognised as a “Leader” with highest scores in the current offering category as well as in the omnichannel capabilities and reporting and analytics criteria, and the highest possible score in the CRM integration, user interface and third-party ecosystem criteria.social-forresterwave-uk-CCIM

The new Forrester Wave Contact Center Interaction Management for Large Contact Centers report serves as an invaluable industry resource for contact center executives and IT leaders. The report highlights how the eight most significant providers stack up by analysing and scoring in a 40-criteria evaluation. With its publication, we caught up with Genesys Chief Marketing Officer Merijn te Booij to get his perspective on the report, along with its findings and key takeaways.

Q: How would you recommend decision makers use the Forrester WaveContact Centre Interaction Management for Large Contact Centres?

Merijn te Booij: For companies that are new to purchasing a CCIM solution or haven’t updated their contact centre system for some time, the report offers valuable guidance on how to assess and select their future contact centre vendor. It also provides key decision criteria, areas of importance, and a short-list of providers to consider and evaluate.

Q: What criteria do you feel are most critical to consider?

Merijn te Booij: Open capabilities are important for the future of any large contact centre. This is particularly true as we continue to blur the lines between the contact centre with interaction channels closer to the edge, such as mobile apps and the web. The richness of the third-party ecosystem and how the contact centre platform works in the greater customer engagement ecosystem is a key consideration. True omnichannel capabilities deliver the level of service your customers now expect, including seamless, personalised, and context-aware journeys. User interfaces also need to be user-friendly enough to enable the success of agents, supervisors, analysts, and others.

Q: What marketplace trends reflected in the report do you think are most important for a large contact centre?

Merijn te Booij: The growing importance of workforce optimisation capabilities, coupled with contact centre infrastructure is an important trend. Companies now require much more than just a stand-alone voice platform. They’re looking for a platform that supports channels for omnichannel engagement. A key element is to staff and utilise the workforce across all methods of customer interaction.

At the same time, decision-makers are looking at how technology is central to their customer experience. A contact centre solution is a major investment. Consider the financial viability of any provider to ensure they’ll be around for the lifespan of your solution. Also, think about the flexibility in how the contact centre will be deployed and supported in your environment.

Q: What do you think is most notable about the report?

Merijn te Booij: The report offers a fresh look at the needs of contact centre of today and tomorrow, on premise and in cloud. Forrester decided not only to evaluate or compare contact centre infrastructure providers, but to look at what companies’ future requirements will be. They also narrowed the focus of this report to the specific needs of large contact centers. (Stay tuned on the Genesys Blog for perspective on The Forrester Wave: Contact Centre Interaction Management for Midsize Contact Centres, Q3 2016.) Finally, Forrester departed from the approach of other analyst reports and looked at both cloud and on-premise requirements.

Q: What criteria do you think is most important when choosing a CCIM provider?

Merijn te Booij: With the explosive growth of digital channels on top of voice interactions, there’s a greater need than ever for consistent, orchestrated routing. Customers are using multiple channels during their journeys. Orchestration of both self-service and assisted-service interactions provides the personalised, context-driven service that customers now expect.

Q: What advice would you give to someone who is just starting the process of evaluating CCIM suites for a large contact centre?

Merijn te Booij: Look to the industry experts and their understanding to help you better tailor your criteria. Use tools like the Forrester Wave™ to identify specific requirements for your business and rely on the insights you find during your evaluation. To consider what’s important for your business both now and in the future, look for openness, scalability, deployment flexibility, and experience. Make a decision that will address your long-term requirements.

Download the Forrester Wave: Contact Centre Interaction Management for Large Contact Centres, Q3 2016 here.

The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

The Forrester Wave: Contact Centre Interaction Management for Large Contact Centers, Q3 2016, Art Schoeller with Christopher Andrews, Meredith Cain, and Peter Harrison, Published September 2016.

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About Scott Kolman

Scott Kolman is currently Vice President of Product & Solutions Marketing at Genesys. He is an accomplished marketing executive with over 20 years experience developing and owning the long-term vision and product roadmap and launching successful, ROI-driven products and solutions to sustain business growth. Expertise in managing marketing strategies for global high-tech business units, partnering with sales to drive revenue growth.