Ventana Research has published its 2023 Buyers Guide examining contact center and agent management applications and the platforms enabling them.

The firm's overall Contact Center Suites research unveiling notes that capabilities evaluated include voice and digital interaction routing, interaction-handling analytics, workforce and quality management, agent performance management, agent desktop support, remote workforce support, automation and self-service, and data and integrations. Customer experience criteria including validation scores and return on investment were likewise considered.