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Cloud Contact Center Vendor Evaluation Framework

+ DMG Consulting Report "What End Users Want From Their Cloud-Based Contact Center Infrastructure Vendor"

We partnered with DMG Consulting to build an invaluable tool to help contact centers evaluate cloud vendors. The Excel template walks you through scoring vendors on the key attributes from our infographic Contact Centers Want a Single Cloud Vendor and the related industry report.

The Vendor Evaluation Matrix

Key Takeaways

• Evaluate and score up to 5 cloud contact center providers on a range of criteria related to features & functionality, reliability, relationship, and innovation.

• Weight factors by importance to your organization, score vendors on each, and get a set of scores with color-coding to indicate the relative performance of each.


In addition to addressing some of the obvious criteria – like full omnichannel feature sets, security, disaster recovery, and reliability Donna Fluss of DMG also highlights some key points that are often overlooked.

Report: What End Users Want From Their Cloud-Based Contact Center Infrastructure Vendor

Key Takeaways

• Uncovers the range of requirements, including hidden or overlooked ones - including vendor's depth of vertical and customer-size expertise, commitment to continuous innovation, ease of doing business with and cultural fit 
• Latest trends in Disaster Recovery/Business Continuity


How Will They Help You?

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