Published: 23 August 2022
CCaaS is now the preferred option for contact center investment, as organizations swap the burden of platform management for cloud-enabled customer experience transformation. Application leaders should use this report to help shortlist providers for further evaluation.
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The demonstrability of scalable, multiregional capabilities of contact center as a service (CCaaS) providers is enabling organizations to start consolidating hundreds of small discrete contact center infrastructure instances with a single service provider.
Current CCaaS provider service-level proposals were designed for single sub-50 seat instances. This is incompatible with the demand for scalable CCaaS solutions to support thousands of users with stronger guarantees of resilience.
The importance of customer service representative experience and engagement will demand a greater focus on more tightly integrated workforce engagement management applications as part of the CCaaS proposal.
The CCaaS provider’s marketplace of third-party applications is
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- Amazon Web Services
- Content Guru
- Data Center Design
- Telephony-centric Offer
- Digital-centric Offer
- Developer Environment
- Workforce Engagement Management
- Virtual Customer Assistant
- Customer Administration Portal
- Agent Experience
- Pricing & Contract Elasticity
- SLAs and Trust Center
- Customer Experience
- Channel Partner Program
- High-Volume Customer Call Center
- Digital Customer Service Center
- Customer Engagement Center
- Agile Contact Center
- Global Contact Center
Gartner Recommended Reading
Critical Capabilities Methodology