Gartner Research

Critical Capabilities for Contact Center as a Service


CCaaS is dominating options for upgrading contact center infrastructure, with the opportunity to combine digital channels, workforce engagement and leverage flexible working at scale. This research will assist application leaders responsible for customer service in their CCaaS buying decisions.

Published: 09 August 2021

ID: G00740374

Analyst(s): Steve Blood Pri Rathnayake Drew Kraus

Table Of Contents


What You Need to Know


  • 8x8
  • Amazon Web Services
  • Content Guru
  • Evolve IP
  • Five9
  • Genesys
  • Lifesize
  • NICE CXone
  • Odigo
  • Talkdesk
  • Vonage
  • Worldline
  • Data Center Design
  • Multichannel Contact Management
  • Application Marketplace Integration
  • Standards and Compliance
  • Workforce Engagement Management
  • Virtual Customer Assistant
  • Customer Administration Portal
  • Multilingual Support
  • Pricing and Contract Elasticity
  • Carrier Services
  • SLAs and Trust Center
  • Customer Service and Support
  • High-Volume Customer Call Center
  • Customer Engagement Center
  • Agile Contact Center
  • North America
  • Western Europe

Inclusion Criteria

Gartner Recommended Reading

Critical Capabilities Methodology

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