Landscape Report

The Contact Center As A Service Landscape, Q4 2022

Forrester’s Overview Of 40 Vendors

December 29th, 2022
Max Ball, Principal Analyst
Max Ball Principal Analyst
With contributors:
Ian Jacobs , Sarah Morana , Shayna Neuburg

Summary

You can use contact center as a service (CCaaS) solutions to provide the best possible customer service experience; provide tools and capabilities to maximize agent efficiency; and deliver capabilities for reporting, supervision, administration, and development. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use case differentiation. Contact center leaders should use this report to understand the value they can expect from a CCaaS vendor, learn how vendors differ, and select one based on size and market focus.

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