TMCnet Senior Reporter Patrick Barnard recently wrote:
Due to the weak economy, companies are shifting their focus from customer acquisition to customer retention. As a result, most organizations - especially those that operate contact centers - are putting a stronger emphasis on customer service.
Barnard reports that in order to leverage advanced features and functionality not found in older, TDM-based systems customers are increasingly investing in new IP-based contact center systems.
In order to assist companies in selecting an IP contact center vendor, Datamonitor has published Decision Matrix -- Selecting an IP Contact Center Vendor. The report provides a three-pronged framework for evaluating IP contact center vendors. It includes a summary of IP contact center vendors' capabilities based on a quantitative assessment of their market impact and end-user sentiment, as well as an extensive review of the technology features that they offer, and uses these criteria to serve as the basis for the positioning of the vendors as "shortlist," "consider," or "explore."
Genesys Telecommunications Laboratories - an Alcatel-Lucent company - was one of only two vendors to make it into the "shortlist" category.
In addition to saluting Genesys in their IP Contact Center report, Datamonitor also found Genesys and its Genesys Voice Portal (GVP) to be at the head of the class in its recent report, Decision Matrix - Selecting an IVR Vendor in the Enterprise.
The IVR Decision Matrix provides guidance for enterprises looking to deploy IVR solutions.
According to the report, in evaluating the competitive dynamics in the IVR sphere, each vendor, including Genesys, was assessed in three categories:
· Technology Assessment: the acquisition of VoiceGenie, its support for SIP and H.323 standards, as well as additional monitoring and reporting capabilities, cemented high scores for Genesys in the technology assessment;
· Market Impact: the large number of IVR customers and consistent double digit growth over the past five years in the GVP business resulted in high market impact scores;
· End-user Sentiment: Genesys received the highest score in end-user sentiment by demonstrating it is a well known and trusted provider of IVR platforms.
According to Aphrodite Brinsmead, analyst for customer interaction technologies at Datamonitor and lead author of the report, "We were impressed with the next-generation applications Genesys is emphasizing. The release of its intelligent Customer Front Door (iCFD) framework is indicative of the vendor's forward thinking philosophy and commitment to extending IVR functionality."
