TECH BUYER Dec 2021 - IDC Perspective - Doc # US48467821

Addressing Quality for Customer Communications Infrastructure and Engagement: Strategies to Manage Complexity and Optimize the Business


Melinda-Carol Ballou
Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Establishing Customer Communications Infrastructure and Engagement Quality

Situation Overview

Leveraging Agile DevOps and Continuous Testing for Contact Centers

Using Automation and Hybrid Cloud to Improve the Quality of Communications Services, Infrastructure, and Engagement

Assessing and Addressing Barriers to Quality for Customer Contact Centers

Strategies for End-to-End Testing and Areas on Which to Focus for Customer Communications

Project-Based, Operational, Strategic, and Systems Advantages to Customer Communications Services Testing

Advice for the Technology Buyer

Establish Effective Quality Customer Communications Services Strategies

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