#contactcenterworld, @Cisco, @Frost_Sullivan
Santa Clara, CA, USA, Aug. 25, 2021 -- Frost & Sullivan has identified Cisco among the top performing vendors in the Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021.
In recent years, cloud-based technology designed for the contact center has become more robust, offering access to all of the features that on-premises solutions provide with the added benefit of being hosted over the internet and allowing businesses to quickly deploy innovative services across multiple geographies. However, many of the enterprise (300-plus seats) and large enterprise (1,000-plus seats) contact centers were established on-premises before the advent of cloud contact centers, and therefore represent a rich migration opportunity for those cloud contact center providers that cater to the enterprise market. As the market has matured, many enterprise customers have looked to the cloud to provide quicker access to enhanced features and as an attractive option to maintaining on-premises systems.
Although, enterprise customers have traditionally been slower to adopt cloud technology, they have increasingly moved to the cloud as it enables better customer experience (CX) and addresses initial restraints such as reliability, scalability, and security.
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"While a move is being made by enterprise level customers, challenges remain because enterprise cloud contact center requirements can differ from CCaaS. In particular, enterprise-class CCaaS vendors must provide robust outbound solutions that adhere to regulatory and compliance requirements and streamlined migration paths," said Nancy Jamison, Industry Director, ICT at Frost & Sullivan. "Cisco understands this as it can be seen in its contact center portfolio–a true omnichannel offering that integrates voice, video, data, and mobile applications, along with enhanced artificial intelligence (AI)-infused solutions and collaboration."
Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021 provides results from an in-depth analysis built on a 360-degree research methodology where over a dozen companies were evaluated. The team of industry analysts identified 12 industry leaders excelling at innovation, most poised for growth and ripe for investment, and recognizes them in the Frost Radar with insight into their innovative offerings, projected growth rates, strengths, and opportunities for the future.
Posted by Veronica Silva Cusi, news correspondent
Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Friday, August 27, 2021
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