Genesys MidMarket - Ovum Decision Matrix Selecting a Multichannel Cloud Contact Center Solution

Ovum Decision Matrix Selecting a Multi channel Cloud Contact Center Solution

The penetration of cloud-based contact center solutions into the contact center market is growing dramatically as enterprises continue to acquire new customer engagement solutions or replace their existing premises-based contact centers. Cloud solutions are growing in popularity and gaining an increasingly significant share of the market as their feature sets and flexibility begin to duplicate or, in some cases, surpass those of legacy premises-based systems.