The 2015 CRM Service Leaders: Interactive Voice Response

The Winner

Cisco Systems, a leader last year, takes the top spot in 2015, propelled almost entirely by a 4.3 score in company direction. “I expect to see Cisco’s emphasis on business outcomes marketing and selling result in increased emphasis on its self-service solutions and partners,” says Sheila McGee-Smith, principal analyst at McGee-Smith Analytics. Stockford calls Cisco “an energized company with a laser focus on the contact center market.” He also cites the company for continually evolving and improving its products.

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