Jason Alley
Jason Alley, founder and president of SmartContact Consulting, is a consultant and industry analyst focused on customer interaction.Jason has both...
Read Full Bio >>

Jason Alley | April 16, 2010 |


Enterprise Contact Center Suites Plotted on SmartContact Continuum

Enterprise Contact Center Suites Plotted on SmartContact Continuum We have found suppliers tend to fall in one of four primary categories, or Chambers.

We have found suppliers tend to fall in one of four primary categories, or Chambers.

What is the SmartContact Continuum? An online market analysis tool developed to provide enterprise customers a current view of how suppliers stack up across various Customer Interaction market segments. We have found suppliers tend to fall in one of four primary categories, or Chambers:

Where one falls is determined by how they stack up in the following areas: 1) strength of offering, 2) strength of company, 3) channel effectiveness and 4) market perception. We built a comprehensive model to evaluate supplier offerings against detailed criteria in each of these areas. The results are plotted on separate axes and the point of convergence determines which chamber a supplier lies.

A write-up for each supplier includes a general overview, mapping of supplier products to segment functionality, and summary of how they fared in terms of the four primary areas detailed above. Supplier evaluations are performed and updated on a continual basis. Thus, the Continuum is meant to be dynamic in nature, able to reflect major new market developments as they materialize.

The Customer Interaction segment we are focusing on initially is the Enterprise Contact Center Suite. To-date, we have completed the following evaluations:

* Cisco Unified Contact Center Enterprise (UCCE), and

* Interactive Intelligence Customer Interaction Center (CIC).

Cisco Enters Chamber of Rule The following is an excerpt from the UCCE evaluation write-up:

Cisco has done an excellent job establishing UCCE as a strong ECCS play. While not having the largest market share, or a perfect product offering, Cisco has managed to capture the mindshare of many enterprise contact centers by leveraging their corporate prowess, success in the IP-PBX market, technically savvy channels, and positive perception and momentum generated in the market. Many enterprise customers see Cisco UCCE as the safe bet for the future--a solution they will never get fired for buying. That's a pretty amazing accomplishment given the relatively short period Cisco has been participating in this market.

Click here to dive deeper into the evaluation.

Interactive Intelligence Poised in Chamber of Opportunity The following is an excerpt from the CIC evaluation write-up:

Interactive Intelligence has done a great job of staying the course and broadening the CIC suite through organic development, offering one of the most tightly integrated contact center suites on the market. While peripheral applications are not yet best of breed, they are maturing and beginning to address the needs of the larger enterprise--as is the core CIC platform. The timing seems to be opportune as more and more enterprise customers are looking for tightly integrated contact center suites to streamline operations. We expect Interactive Intelligence to capitalize on this opportunity and to enjoy accelerated success in the Enterprise Contact Center Suites (ECCS) market.

Click here to dive deeper into the evaluation.

Things to Come We are moving forward with additional ECCS supplier evaluations and plan to expand the depth of information and analysis provided over time. In the meantime, please visit the ECCS Continuum to learn more. You may comment here or email us with additional insight you wish to share. We would love your feedback.We have found suppliers tend to fall in one of four primary categories, or Chambers.


August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.