Keith Dawson's Analyst Perspectives

RingCentral Brings Merit to Market for Contact Center in the Cloud

Posted by Keith Dawson on Jul 2, 2021 3:00:00 AM

We are happy to share some insights about RingCentral drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

8x8 Provides Assurance in Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 30, 2021 3:00:00 AM

We are happy to share some insights about 8x8 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Five9 is Innovative in the 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 29, 2021 3:00:00 AM

We are happy to share some insights about Five9 drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Aspect has Assurance in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 24, 2021 3:00:00 AM

We are happy to share some insights about Aspect drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Cisco is Innovative in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 23, 2021 3:00:00 AM

We are happy to share some insights about Cisco drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Avaya is Innovative in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 22, 2021 3:00:00 AM

We are happy to share some insights about Avaya drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Content Guru is Exemplary in 2021 Value Index for Contact Centers

Posted by Keith Dawson on Jun 17, 2021 3:00:00 AM

We are happy to share some insights about Content Guru drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Genesys is Exemplary in 2021 Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 16, 2021 3:00:00 AM

We are happy to share some insights about Genesys drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management

Zendesk Advances a Suite for CX

Posted by Keith Dawson on Jun 15, 2021 3:00:00 AM

The outlines of a post-pandemic customer experience (CX) landscape are emerging, and it appears that the market dynamic is bringing companies from different segments into heightened competition with one another. Over the past few years, there has been a change in software-buying preferences from niche point solutions to packaged software suites. Organizations and buyers now want more capability and usability across different tools and they want to work with fewer, and better integrated, vendors.

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Topics: Customer Experience, Contact Center, agent management

Talkdesk is Exemplary in the Contact Center in the Cloud Value Index

Posted by Keith Dawson on Jun 14, 2021 3:00:00 AM

We are happy to share some insights about Talkdesk drawn from our latest Value Index research, which assesses how well vendors’ offerings meet buyers’ requirements.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management