Best Practice Report

Five Lessons Learned From The Forrester Wave™: Contact Center As A Service, Q1 2023

Massive Vendor Evolution Reflects Big Changes In A Healthy And Growing Market

June 20th, 2023
With contributors:
Ian Jacobs , Georgiana Swan , Shayna Neuburg


Earlier this year, Forrester evaluated 11 contact center as a service (CCaaS) vendors, gathering input directly from the vendors and their customers. During that research, we learned five key lessons to which brands considering the technology should pay attention. These lessons are focused on CCaaS technology, not specific vendors. This report spells out the five lessons and how customer service professionals can apply them.

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