#contactcenterworld, @sharpentech, @DMGConsultLLC

Sharpen Technologies, a cloud contact center platform with an agent-first focus, announces it is featured among a handful of cloud-based contact center infrastructure vendors worldwide in a new report from contact center and back-office research and consulting firm DMG Consulting LLC.

DMG Consulting’s 10th annual edition of the Cloud-Based Contact Center Infrastructure Market Report provides detailed coverage of the competitive landscape, vendors, products, and trends and challenges that are driving this market. It also addresses market share, projections, adoption rates, benefits, return on investment, pricing, customer satisfaction and implementation best practices.

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"The cloud-based contact center infrastructure market is one of the fastest growing IT sectors in the overall contact center marketplace, a trend that DMG expects to continue for at least the next 5 to 8 years," said Donna Fluss, president of DMG Consulting. "In the past 20 years, cloud-based contact center infrastructure vendors have invested millions of dollars to build their solutions and the supporting networks and operations to run them. But the time has come for them to move the market forward with new and innovative designs, architecture, functionality, user interfaces and best practices."

According to the report, the vast majority of organizations are lagging in the implementation of true omni-channel contact centers.

Sharpen’s omni-channel contact center solution provides unified and integrated omni-channel support for inbound/outbound and blended voice, email, chat, SMS, co-browse, social media, video, fax and voicemail. Sharpen was also one of three vendors to receive a "perfect score" in the customer satisfaction category of system security.

"Sharpen is proud to be recognized within a handful of leading and contending industry vendors as the adoption of cloud contact center infrastructure continues to garner momentum across all verticals," said Cameron Weeks, CEO of Sharpen Technologies. "Our inclusion in the report affirms our work to maintain a leadership position in the industry and is evidence that the market is changing in ways that demand a vendor like Sharpen."

#contactcenterworld, @sharpentech, @DMGConsultLLC