2024 Customer Experience MetriStar – On-Premises Contact Center Platforms

Published on: April 9, 2024

Author: Robin Gareiss, CEO and Principal Analyst
Three providers earned the Metrigy MetriStar Top Provider Award for On-Premises Contact Center Platforms. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success.

Product Category

On-Premises Contact Center Platforms: On-premises contact center platforms, together with cloud-based services, are the communications core of customer engagement. This category also includes dedicated cloud, in which the enterprise owns and manages the contact center platform but hosts it in a third-party data center. These platforms include automated call distribution (ACD) to route incoming voice calls and often include interactive voice response and workforce optimization. Increasingly, providers offer artificial intelligence (AI)-based apps, analytics, and self-service, often riding over the top of the on-premises platform. They also may provide the ability to interact with customers over multiple, integrated channels. The emerging apps may be their own or that of an integrated technology partner.

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