About This Constellation ShortList™
As the role of contact center agents and customer service continues to evolve, companies increasingly depend on flexible, integrated, easy-to-use software that creates an intuitive work environment. These environments empower agents to interact with customers across a wide range of communications and messaging channels, including voice, email, chat, text, social media networks and embedded applications. They also provide easy access to relevant information from many sources, through search as well as prompted suggestions and recommendations. Most importantly, they support agents working in contact centers and remotely.
In addition to supporting agents, cloud-based customer service and contact center applications enable customer self-service and chatbots designed to support frequent, well-understood queries directly.
These systems include analytics capabilities that provide insights into customers’ behaviors and priorities, enabling more effective and personalized customer experiences. Various forms of machine learning and artificial intelligence power highly tuned search capabilities that surface relevant content to agents (or self-service interfaces), sentiment analysis and call analysis.
Integration with customer relationship management and other customer-facing systems draws on relevant contextual information for agents and feeds customer insights back to other parts of the organization, including marketing, sales and product or offering development.
Constellation considers the following criteria for these solutions:
- Multitenant cloud delivery
- Self-service capabilities
- Case management
- Natural language processing for knowledge management and search
- Mobile customer service and self-service
- Queuing and routing
- Workforce optimization
- Predictive and prescriptive rules and advice, next best action, natural scripting
- Customer feedback collection capabilities
- Interactive voice response, visual IVR
- Inventory optimization
- Remote agent capabilities
- Omnichannel engagement including social and messaging
- Virtual receptionist
- Reporting and customer analytics
- Data dashboard and data visualization
The Constellation ShortList™
Constellation evaluates more than 25 solutions categorized in this market. The Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research.
- Avaya OneCloud CCaaS
- NICE inContact
- Salesforce Service Cloud
Frequency of Evaluation
Each Constellation ShortList will be updated at least once per year. There could be an update after six months, should the analyst deem it necessary.
Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.