You can use contact center as a service (CCaaS) platforms to provide the best possible customer service experience, improve agents’ satisfaction and productivity, and create efficiencies that improve the bottom line. 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 investigate options based on size and market focus.