Contact center as a service (CCaaS) enables companies to enlist a pay-as-you-go model to get the resources as per their requirement, so that the companies can fulfill the need for a multi-channel approach designed for both employee experience and customer service purposes. These approaches mainly hold various 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. CCaaS primarily helps to improve both employee experience and customer experience 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.
As part of the research “SPARK Matrix™: Contact Center as a Service, 2021” Quadrant Knowledge Solutions conducted an in-depth analysis of major CCaaS platform vendors by evaluating their products, market presence, and customer value proposition. Based on the analysis, the study provides competition analysis and ranking of the leading vendors in the form of SPARK Matrix. The evaluation is based on the primary research with expert interviews, analysis of use cases, and Quadrant’s internal analysis of the overall CCaaS platforms market. The SPARK Matrix evaluation examined Telia ACE and twenty-one other vendors 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, Vocalcom, Vonage, and Worldline Contact.
Quadrant Knowledge Solutions research analyzes market dynamics, growth opportunities, emerging technology trends, and the vendor ecosystem of the global market. This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendor capability, competitive differentiation, and market position.
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