Gartner Research

How to Choose Your Best-Fit Vendor for Contact Center as a Service

Published: 06 March 2020

ID: G00467064

Analyst(s): Steve Blood , Drew Kraus


Selecting a CCaaS usually means making a multiyear commitment to a vendor, in order to limit the extent to which platform reorientation disrupts the work of front-office advisors and their managers. Informed by the four pillars of great customer service, application leaders can make the best choice.

Table Of Contents
  • Key Challenges



  • Insist That the Evaluation Team Includes Functional, Technical and Line-of-Business Staff
  • Future-Proof a CCaaS Investment by Aligning It With Ambitions for CRM and CX Maturation, and Prioritizing Requirements Early
  • Focus on Use Cases to Assess Different Vendors’ Offerings in an RFP
  • Take Charge of the Proof of Concept Process by Testing Both Common and Innovative Use Cases
  • Evaluate Each Vendor’s Customer, Partner and Developer Communities

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