So Avaya (including the Nortel acquisition) has about 50% of the inbound contact centre seats. Cisco probably has a little more than 10%. That's quite a way to go for Cisco to dethrone #1, but not impossible for Cisco given their track record. They are demonstrating quite a bit of technical leadership by aggressively integrating social media into their contact centre product offerings, as a way for customers to offer innovative and differentiated services to gain the appeal of more demanding (and tech-savvy) consumers.
Also read this blog from Cisco.
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