Find out what your peers are saying about Genesys, NICE, Five9 and others in Workforce Engagement Management.
| Product | Mindshare (%) |
|---|---|
| ActivTrack | 1.2% |
| Evolve IP Unified Contact Center | 1.1% |
| Other | 97.7% |
ActivTrak collects and normalizes user activity data providing visibility, analytics and context. Get the real story behind HOW your employees work and what hinders their productivity so you can streamline and optimize business tools, processes and teams.
Uncover poor operational processes and workflow bottlenecks
Analyze productivity activities and behavior patterns
Get visibility into cloud application proliferation and usage trends
Gain insights into remote employee work patterns and time management
Identify insider threats to reduce security vulnerabilities
Get alerted to employee activities that introduce compliance risk
Easily generate detailed reports for audit trail requirements
Demand for cloud contact centers continues to rise and organizations are demanding more sophisticated solutions from service providers. Historically, Contact Center as a Service (CCaaS) solutions were designed to be delivered over the existing PBX. This empowered contact center leadership to embrace CCaaS due to its quick delivery and its ability to offer advanced features without the necessity of a massive IT project or capital expenditure.
In this “Overlay” delivery model, customers retain their PBX (onpremises or otherwise) and “lay” a CCaaS solution “over” top of that PBX. Operating in this Overlay scenario became common in the marketplace but customers no longer want the pitfalls and gotchas inherent to the CCaaS overlay delivery model.
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