The contact center as a service (CCaaS) combines the principle of contact center hosting and cloud-based contact center infrastructure, which enables companies to enlist a pay-as-you-go model to meet the needs of resource requirement, such that the companies can fulfill the need for a multi-channel approach that is designed for both employee experience and customer service purposes. CCaaS provides features such as automatic call distribution (ACD), interactive voice response (IVR), email, text, chats, social media channels, computer telephony integration, and quality management – all these features are delivered and maintained by a single cloud provider. Additionally, CCaaS functionalities include inbound and outbound capabilities, omnichannel support, customer engagement, workforce management and optimization, reporting and analytics, automation, and artificial intelligence (AI).

Quadrant Knowledge Solutions’ CCaaS market research includes detailed global market analysis. It mainly comprises short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market and the overall market adoption rate. It aims to provide strategic information for technology vendors to enhance their understanding of the market and support their growth strategies by evaluating different vendors’ capabilities, competitive differentiation, and market position.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix includes ranking and positioning of the leading contact center as a service (CCaaS) vendors with a global impact, including – 8×8, Alvaria, Amazon Web Service, Avaya, Bright Pattern, CloudTalk, Content Guru, C-Zentrix, Dialpad, Enghouse Interactive, Evolve IP, Five9, Genesys, Lifesize, NICE, Odigo, Puzzel, Talkdesk, Telia ACE, Vocalcom, Vonage, and Worldline Contact.

According to Sofia Ali, Analyst at Quadrant Knowledge Solutions, “The contact center as service (CCaaS) vendors continue to strengthen their capabilities and leverage their emerging technology trends by including – efficient remote workforce, democratization, evaluation, analysis & scoring, unified customer view, and complaint management tools. The CCaaS vendors are also making a significant investment in features like cloud availability, scalability, integration, security, and automatic upgrades as it provides the latest technological support. Thus, the demand for the CCaaS is rapidly increasing in the organization because of the monitoring tools used for the IT operations, recovery, and backup of data, help desk solutions, and security for enterprise data.”

2021 Contact Center as a Service (CCaaS) SPARK Matrix
Source: Quadrant Knowledge Solutions

CCaaS_SPARK Matrix_2021


Table of Contents

Executive Overview

  • Key Research Findings

Market Overview and Technology Trends

Factors Influencing Technology Development and Market Growth

Market Adoption Trends

Competition Landscape and Analysis 

  • Competitive Overview and Analysis
  • Key Competitive Factors and Technology Differentiators

SPARK Matrix™: Contact Center as a Service (CCaaS) Market

Vendor Profiles

Research Methodologies

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