Wave Report

The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020

The 10 Providers That Matter Most And How They Stack Up

August 26th, 2020
Art Schoeller, null
Art Schoeller
With contributors:
Daniel Hong , Sara Sjoblom , Peter Harrison


In our 33-criterion evaluation of CCaaS providers, we identified the 10 most significant ones — 8x8, Amazon Web Services (AWS), Aspect, Cisco, Five9, Genesys, Lifesize (formerly Serenova), NICE inContact, Talkdesk, and Vonage — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and delivery professionals select the right one for their needs.

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