Critical Capabilities for Contact Center as a Service
Published 23 August 2022 by Gartner
Summary
CCaaS is now the preferred option for contact center investment, as organizations swap the burden of platform management for cloud-enabled customer experience transformation. Application leaders should use this report to help shortlist providers for further evaluation.
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Key Findings
- The demonstrability of scalable, multiregional capabilities of contact center as a service (CCaaS) providers is enabling organizations to start consolidating hundreds of small discrete contact center infrastructure instances with a single service provider.
- Current CCaaS provider service-level proposals were designed for single sub-50 seat instances. This is incompatible with the demand for scalable CCaaS solutions to support thousands of users with stronger guarantees of resilience.
- The importance of customer service representative experience and engagement will demand a greater focus on more tightly integrated workforce engagement management applications as part of the CCaaS proposal.
- The CCaaS provider’s marketplace of third-party applications is…
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