Approach in which organizations, when composing the application landscape, maintain the strategy of selecting the most suitable application for each functional area for their own organization. Think of functional areas in customer contact on CRM , WFM, routing, speech analytics, recording or quality monitoring. 'Most suitable' can refer to both the extensiveness of the functionality (limited or broad) and the costs.
The advantage of a best of breed strategy is that the organization has the functionalities that are needed. A best-of-breed IT strategy leads to a landscape with relatively many separate applications. This means that a relatively large amount of time and money has to be spent on integrations and IT management. End users must also learn to deal with multiple systems.
The counterpart of a best of breed strategy is choosing an integrated solution (all in one) with all the desired functionality on board. In the context of a contact center a routing solution can then be considered that also offers functionality for CRM , WFM, speech analytics, recording or quality monitoring. The benefits of such a solution are: lower costs for IT management and end-user training. A disadvantage may be that you are dependent on the supplier's development agenda to be able to use innovations.
See also all in one