Published: 07 August 2023
CCaaS is increasingly pivotal as organizations enhance seamless customer journeys with self-service, assisted service and stronger customer service rep experiences. Customer service and support technology leaders can use this report to help shortlist providers for further evaluation.
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Organizations are increasingly looking to contact center as a service (CCaaS) providers to offer a platform to orchestrate seamless customer journeys from self-service on the website or in the mobile app through to assisted service in digital and voice channels.
The demonstrability of scalable and multiregional capabilities of CCaaS providers is enabling organizations to start consolidating hundreds of small discrete contact center infrastructure instances with a single service provider.
The importance of customer service representative experience and engagement will demand a greater focus on tightly integrated workforce engagement management applications as part of the CCaaS proposal.
The CCaaS provider’s marketplace of
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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