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Introduction

This report reviews the best-of-breed/suite controversy, past and present, and attempts to hash out the pros and cons of each approach for end users considering implementation, or existing users.

Highlights

  • Best of breed or suite? Which is the best application approach to contact center creation? This report reevaluates the choices in an evolving marketplace.

Features and Benefits

  • Evaluates the choices of application selection in the contact center and the new approaches that are emerging in the industry.
  • Analyzes the best-of-breed versus suite controversy in light of new market entrants and the cloud.

Key questions answered

  • Is the suite or best-of-breed approach to applications in the contact center the better choice for my enterprise?
  • How will open platforms, the cloud, and the growing customer do-it-yourself attitude affect the suite or best-of-breed decision?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

The best-of-breed/suite discussion is ongoing

  • The pros and cons of a suite
  • The pros and cons of a best-of-breed approach
  • Application convergence will drive change

The new players and the cloud are influencing purchase decisions

  • New entrants bring new ideas
  • The developer channel will play an amplified role going forward

Appendix

  • Methodology
  • Further reading
  • Author