Contact center as a service (CCaaS) combines the principle of contact center hosting and cloud-based contact center infrastructure. CCaaS enables companies to enlist a pay-as-you-go model to get resources as per their requirements, such that the companies can fulfill the need for a multi-channel approach designed for both employee experience and customer service purposes. This approach contains various features such as automatic call distribution (ACD), interactive voice response (IVR), email, text, chats, social media channels, computer telephony integration (CTI), and quality management — all delivered and maintained by a single cloud provider.
CCaaS primarily helps to improve both employee and customer experiences by providing preferred communication channels, including live chats, emails, voice calls, and social media. It also allows seamless integration into a unified platform that promotes information tracking from various channels. Additionally, CCaaS offers critical customer information such as previous purchases, billing history, and behavioural, demographic, and location data on a single interface for agents or employees, thus helping to save time while improving the customer experience. To meet business and customer needs, vendors are also implementing new innovative technologies into CCaaS. The transformation involves integrating multichannel support with omnichannel solutions and automating with artificial intelligence (AI), machine learning (ML), and natural language processing (NLP).
Quadrant Knowledge Solutions’ Contact Center as a Service (CCaaS) market research includes a detailed global market analysis, comprising 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 CCaaS vendors with a global impact, including- 8×8, Alvaria, Amazon Web Service, Avaya, Bright Pattern, CloudTalk, Content Guru, C-Zentrix, Cisco, Dialpad, Enghouse Interactive, Evolve IP, Five9, Genesys, Lifesize, NICE, Odigo, Puzzel, Talkdesk, Telia ACE, Vocalcom, Vonage, and Worldline Contact.
According to Ganesh Reddy, Analyst at Quadrant Knowledge Solutions, “The CCaaS vendors continue to strengthen their capabilities and leverage their emerging technology trends by including speech analytics support, AI-based forecasting, CRM integrations, and evaluation, analysis & scoring. The Contact Center as a Service (CCaaS) vendors are focusing on enhancing the technologies like cloud availability, scalability, integration, security, and automatic upgrades as it provides the latest technological support.”
Table of Contents
Definition and Market Overview
Competition Landscape and Analysis
- Competitive Overview and Analysis
- Key Competitive Factors and Technology Differentiators
SPARK Matrix™: Contact Center as a Service
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