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Our strategic research and consulting deliverable are designed
to provide comprehensive information and strategic insights to
our clients enabling them to achieve business transformation goals.

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The major technology disruptions to look for in 2022 & beyond

Our strategic research and consulting deliverable are designed to provide comprehensive information and strategic insights to our clients enabling them to achieve business transformation goals.

Podcast

TechTalk Series

Our strategic research and consulting deliverable are designed
to provide comprehensive information and strategic insights to
our clients enabling them to achieve business transformation goals.

Competitive Intelligence

The Card and Payments Market is a dynamic sector undergoing a profound transformation, largely driven by digitalization and evolving consumer preferences. The rapid shift from traditional cash and

Competitive Intelligence

Amazon’s Bezos to Face Unprecedented Protests During India Trip

Promise scholarships cover up to full college tuition for students who’ve attended New Haven Public Schools during some or all of their K-12 years, and the organization also provides scholarship recipients with advice, mentorship, career skill workshops, and connections to paid summer internships in New Haven — many of which are based at Yale.
Strategic Performance Assessment & Ranking

How Speech Analytics-Enabled Workforce Engagement Management (WEM) Benefit the Contact Center Experience

Quadrant Knowledge Solutions’ Market Insights research on “How Speech Analytics-Enabled Workforce Engagement Management (WEM) Benefit the Contact Center Experience” provides detailed insights into the technology vendors and users about the significance of Speech Analytics and Workforce Engagement Management (WEM) integration for driving better contact center experience. Workforce Engagement Management (WEM) is a unique approach to […]
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SPARK Matrix™: Cloud Native Application Development Services, Q2 2023

The services provided for developing and distributing applications that make use of cloud computing technologies and principles is referred to as cloud native application development services. Containerization, microservices architecture, serverless computing, and cloud-based monitoring and management are among the few services provided by cloud native application development services vendors. Modern applications that are adaptable, secure, […]
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SPARK Matrix™: Unified Communications as a Service (UCaaS), Q4 2022

Most organizations are adopting UCaaS because of its cloud-based advantage over the on-premises-based unified communication (UC) solution. It also provides acquisition, operational, and transmission solutions that are not offered by unified communication (UC) providers. Several vendors are offering UCaaS solutions with functionalities to enhance the end-user experience, and integrate native mobile capability, performance dashboard, and […]
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SPARK Matrix™: Customer Communication Management, Q1 2023

CCM is a platform that allows businesses to improve their customer experience by automating communication workflows and providing business users with tools to design responsive, personalized communication across various mediums such as e-mail, SMS, web pages, interactive documents, and other mediums. It centralizes the process and provides on-demand, batch, and interactive communication to users, ensuring […]
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SPARK Matrix™: Speech Analytics, Q1 2023

Speech analytics software initially referred to as word detection tools or audio mining software was earlier used to track words and phrases for security reasons. The technology enables users to process audio and video files using a large vocabulary recognizer and convert the speech into text form while identifying pre-defined words or phrases with a […]
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Role of Conversational AI in Improving Agent Performance

The need for Conversational AI in customer service With the world moving towards rapid digitization, there is an urgent need to improve the efficiency and effectiveness of various industries. In the past, organizations used chatbots to automate routine tasks, such as scheduling appointments, providing information, or freeing up human workers to focus on more complex […]
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Overcoming CCaaS Adoption Challenges

Today’s contact center is a world apart from the legacy ecosystems many organizations are used to. Virtual environments have replaced offices full of ringing phones. Customers want to reach businesses through the channel that best fits their current situation: phone, email, webchat, or social media. Using the same channels, the cloud-based customer service application (CCaaS) […]
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SPARK Matrix™: Digital Workplace Services (DWS), Q4 2022

Digital Workplace Services (DWS) let businesses build a hyper-personalized, adaptable, and resilient workplace that provides the employees with a seamless experience at any time, on any device, and anywhere. In order to create a workplace that fosters positivity, engagement, and productivity, the digital workplace services, integrate technology, culture, and people. By providing employees with a […]
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SPARK Matrix™: Workforce Engagement Management (WEM), 2022

Workforce Engagement Management (WEM) is a suite of software tools that improves employee productivity, identifies & fills performance gaps, educates call center agents for better results, and efficiently forecasts workload and staffing requirements. Workforce Engagement Management (WEM) has an employee centric approach that extends the Workforce Optimization (WFO) suite by engaging the agents and making […]
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SPARK Matrix™: Communications Platform as a Service (CPaaS), 2022

Communications Platform as a Service (CPaaS) provides customized real-time communication functionalities like SMS, MMS, VoIP, voice, video, and rich communication features that can easily be integrated into a user’s existing business application. CPaaS enables organizations to improve on parameters such as customer engagement, cost efficiency and customer service. The solution can also enable businesses to […]
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