CBA [Ep.3] Contact Center Costs & Provider Ratings

Presented by

Robin Gareiss, President and Founder, Nemertes Research

About this talk

Cost-Benefit Analysis - Workplace Collaboration Series [Ep.3] Contact Center Costs & Provider Ratings As companies increase their focus on the customer experience, contact centers are front-and-center to any technology decision. Nemertes conducted a study of 564 organizations to gather real-world operational costs and provider ratings. In this webinar, you'll learn: *How much do companies spend on contact center licensing and IT staff to support the technology? *Do cloud contact center services cost less to operate than on-premises platforms? *Which contact center providers deliver the highest-rated customer service, technology, analytics, and more? *What do companies spend on operational costs, by provider? You'll be armed with information to make provider and architecture decisions based on costs and ratings from actual customers of contact center providers.

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Unified communications simplifies and integrates all forms of communications within the enterprise. By ‘unifying’ phone, e-mail, chat, voice mail, fax and other key processes related to internal and external communication, you can automate all forms of human and device communications into a common user experience. As a result, organizations will optimize business processes, enhance human communications, reduce latency and manage flows while eliminating device and media dependencies.