{"id":2285,"date":"2024-04-23T15:10:42","date_gmt":"2024-04-23T15:10:42","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&p=2285"},"modified":"2026-02-19T12:01:51","modified_gmt":"2026-02-19T12:01:51","slug":"gartner-voice-of-the-customer-for-contact-center-as-a-service","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/gartner-voice-of-the-customer-for-contact-center-as-a-service\/","title":{"rendered":"CX Made Easy: The Gartner\u00ae Voice of the Customer for Contact Center as a Service"},"content":{"rendered":"\n\n
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Blogs<\/div>\n

CX Made Easy: The Gartner\u00ae Voice of the Customer for Contact Center as a Service<\/h1>\n
Published: April 23rd 2024<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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When it comes to picking the right Customer Experience (CX) solution, you want to get it right first time. Transitioning your entire organization onto a new solution can take months; if your solution isn\u2019t right for you, that\u2019s time and money wasted. To find the best solution for your organization, you need to assess all the options.<\/p>\n

Different providers have varying strengths. Some specialize in digital channels, others in spinning up a contact center quickly, and some in designing highly complex, multi-national customer contact estates for the world\u2019s largest organizations. So how do you choose between them?<\/p>\n

The Gartner\u00ae<\/sub><\/sup><\/span> Voice of the Customer for Contact Center as a Service (CCaaS) 2024 brings together Gartner\u00ae<\/sub><\/sup><\/span> Peer Insights\u2122 reviews, provided by key business decision makers, into a single report. In this blog, we discuss the ways in which the report assesses vendors, and how that can support your own choice of vendor.<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Understanding the Gartner\u00ae<\/sub><\/span> Voice of the Customer for CCaaS 2024<\/h2>\n

The Gartner Peer Insights \u2018Voice of the Customer\u2019 is a Gartner research document that synthesizes Gartner Peer Insights\u2019 content in a specific market for a specified 18-month period. This peer perspective along with the individual detailed reviews are complementary to expert research and was developed as an additional resource for end-users in their buying process.<\/p>\n

Gartner defines a voice of the customer (VoC) platform as one that integrates feedback collection, analysis and action into a single interconnected platform that helps understand and improve the customer experience. Sources of feedback extend beyond direct surveying to include other, more indirect and inferred sources.<\/p>\n

For a solution to be considered to be a VoC application, it must meet three criteria: Data collection \u2014 The ability to collect all three types of VoC data: a)Direct feedback b)Indirect feedback c)Inferred feedback. Analysis and insight \u2014 The ability to analyze and derive insight from a diverse set of structured and unstructured feedback datasets using a variety of visualization and analytical techniques. Action \u2014 The ability to act upon derived insights through the use of alerts, workflows, case assignment and recommendations.<\/p>\n

Are these reports useful when deciding on a CX vendor? Undoubtedly. Only by understanding the experiences of decision makers in similar organizations to yours can you understand what a vendor is actually<\/em> like to work with. So what sets the vendors apart?<\/p>\n

The Steps to CX Excellence: The Consultative Approach<\/h2>\n

Customer Experience isn\u2019t one-size-fits-all. Every organization has different needs, according to industry, scale, and objectives. Some organizations have regulatory obligations to meet; some want to be digital-focused; some want to unify a vast, global communications estate in the cloud. CX vendors, then, are problem solvers. They consult with customers first, in order to understand the challenges they face and craft a unique solution.<\/p>\n