Kana Enterprise is a product built via acquisition, and it delivers a solution that combines the strength of its two parents — the multichannel and knowledge capabilities of the historical Kana Software products and the business process management engine from Sword Ciboodle.
Published By: Genesys
Published Date: Feb 27, 2018
With all the options in the rapidly changing marketplace for cloud-based contact centers, it’s a challenge to find the right solution for your business.
Easily compare the leading contact center solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud.
Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Read the Ovum Decision Matrix to:
• Compare cloud contact center solutions based on the strength of their technology platforms
• Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics
• Understand each vendor’s market impact and why Genesys was chosen as a leader
Configure, price and quote (CPQ) application suites enable sales organizations to streamline and optimize the creation of quotes and orders for complex, configurable products or services. CPQ application suites exist within a larger ecosystem enabling the quote-to-cash business process. Leading CPQ solutions support the:
Selection of products
Configuration of products
Pricing of products
Creation and negotiation of quotes
Capture of orders across multiple channels of customer interaction
Most CPQ solutions support multiple channels. Those channels include direct sales, the contact center, points of sale, resellers and customer self-service.
Gartner clients consistently request cloud solutions when evaluating CPQ vendors and their offerings. Consequently, the CPQ vendors included in this Magic Quadrant all offer cloud-deployed solutions that provide out-of-the-box support for sales force automation integration, product selection, configuration of options, pricing and proposal generation
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