I am designing a next generation contact center strategy for my organization and have been evaluating different products and options to uniquely meet customer needs. What would form the best of breed technology stack addressing next generation contact center requirements?
I have been looking at the following tools (both in Silo & as a set): Vocalcom, RightNow, inContact, Salesforce, SAP CRM, Suger CRM, along with the possibility of investing in building a custom application.
What has been your experience with these tools?
Many Thanks for giving your perspective.