Wave Report

The Forrester Wave™: Contact Center As A Service, Q1 2023

The 11 Providers That Matter Most And How They Stack Up

March 27th, 2023
With contributors:
Ian Jacobs , Sarah Morana , Shayna Neuburg


In our 34-criterion evaluation of contact center as a service (CCaaS) providers, we identified the 11 most significant ones — 8x8, Amazon Web Services, Cisco, Content Guru, Five9, Genesys, LiveVox, NICE, Talkdesk, Twilio, and Vonage — and researched, analyzed, and scored them. This report shows how each provider measures up and helps contact center professionals select the right one for their needs.

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