Integrated services is a unified approach to sales services, trust and safety, and CXM across functions and channels, creating a cohesive, high-performing customer ecosystem. This approach promotes collaboration, encourages data sharing, breaks down silos, and improves both decision-making and customer experiences. By fostering synergies throughout the customer journey, integrated services enable cross-team collaboration during both pre- and post-sales phases. This allows enterprises to build meaningful relationships, uncover hidden insights, and exceed customer expectations, all of which are vital components for sustained success. In today’s fast-paced and competitive digital marketplace, meeting rising customer expectations is essential to staying relevant. Integrated services facilitate this shift by anticipating customer needs, uncovering new sales opportunities, and cultivating trust and loyalty.  This Viewpoint explores an integrated framework’s components and benefits, discusses key opportunities for synergies across services, and examines providers’ role in driving enterprise adoption. It emphasizes integrated services’ importance in enabling enterprises to continuously innovate, adapt to new trends, and capitalize on emerging opportunities, ensuring they remain relevant and resilient in an ever-evolving market. 

Enterprises increasingly value delivering high-quality Customer Experience (CX) through adaptable, scalable, and integrated cloud-based platforms. Contact Center-as-a-Service (CCaaS) systems connect seamlessly with CRM platforms, cloud data solutions, enterprise resource planning, IT service management, and automation tools, becoming foundational for modern CX strategies. Generative AI has further reshaped the CCaaS space, sparking advances in agent-assist technology, knowledge management, workforce optimization, and quality control. Additionally, many providers are aligning their CCaaS and unified communications-as-a-service solutions into cohesive business communication platforms. Additionally, CCaaS providers are strategically partnering with conversational AI, workforce management, and CRM providers, which allows them to expand their CXM capabilities through various integrated solutions. This compendium provides comprehensive and fact-based snapshots of 18 CCaaS technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and insightfully analyzes its capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we evaluate 18 CCaaS solution providers on their: Company overview Market adoption and capabilities Recent investments and announcements Client portfolio mix Product overview, features and functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Commercial models Key partnerships Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The Contact Center-as-a-Service (CCaaS) market is rapidly evolving as enterprises increasingly recognize the value of delivering superior Customer Experience (CX) through flexible, scalable, and integrated cloud-based solutions. These platforms seamlessly integrate with CRM systems, cloud data platforms, enterprise resource planning systems, IT service management, and automation tools, making them essential for modern CX strategies. Gen AI has further transformed the CCaaS landscape, driving innovation in areas such as agent-assist solutions, knowledge management, workforce management, and quality assurance. Additionally, providers are increasingly integrating their CCaaS and Unified Communications-as-a-Service (UCaaS) offerings into comprehensive business communication suites. The CCaaS market is also experiencing a surge in strategic partnerships, with technology giants such as Microsoft and Google expanding the ecosystem and providing enterprises with a diverse range of integrated solutions to strengthen their CXM capabilities. In this report, we assess 18 CCaaS technology providers featured on Everest Group’s PEAK Matrix® 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each provider profile provides a comprehensive overview of its service focus, key intellectual property / solutions, domain investments, and case studies. The research will help buyers select the right-fit technology provider for their needs, while technology providers will be able to benchmark themselves against competition. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CCaaS technology providers, client reference checks, and an ongoing analysis of the CCaaS market Contents In this report, we assess: 18 leading CCaaS technology providers as per Everest Group’s PEAK Matrix® framework The CCaaS technology provider landscape Providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

In the ever-evolving business landscape, robust Customer Experience (CX) operations have become imperative for enterprises to remain competitive amid economic uncertainties. The demand for Customer Experience Management (CXM) outsourcing is continuously rising, and Africa is increasingly becoming a hub for CXM outsourcing, attracting both enterprises and CXM service providers worldwide, particularly for English language support. Various benefits drive this significant shift, including talent quality and availability, location and time zone advantages, cultural similarities, language proficiency, and cost dynamics. Despite concerns about safety, security, infrastructure, geopolitical instability, and economic volatility, African markets maintain an edge over their Asian counterparts in some areas, compete equally in others, and lag behind in a few. In this report, we explore the African CXM market and carefully investigate the unique benefits and concerns each country has to offer. The analysis will allow enterprises to make more informed assessments of Africa’s position in the global outsourcing landscape and will benefit enterprises that are planning to enter or expand their CXM operations in Africa. Scope All industries Geography: global, MEA, and Africa Contents Enterprise outsourcing selection criteria for CX Key benefits of Africa as a CX delivery hub and its evolving enterprise perception Main risks associated with Africa as a CX delivery location Comparison of Africa as a CX delivery location with India and the Philippines Decoding the current African CX delivery landscape Key roadblocks for enterprises and technology investments Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The Trust and Safety (T&S) industry has changed significantly, driven by the increasing volumes and diversity of content formats, the dynamic regulatory landscape online, and the need for nuanced regional content moderation services. As a result, the demand for data annotation and AI support services has grown as enterprises continue to explore using generative AI for content creation and moderation. This compendium provides accurate, comprehensive, and fact-based snapshots of 27 T&S service providers. Each profile offers a detailed overview of the provider’s scale of operations, recent developments and investments, T&S-specific technology solutions (including generative AI solutions), other technology capabilities, well-being initiatives, and delivery locations. The research enables buyers of T&S services to understand providers’ offerings and assess their capabilities. Scope All industries and geographies Contents This report features 27 T&S se

The Trust and Safety (T&S) industry has undergone significant changes, driven by the increasing volumes and diversity of content formats, the dynamic regulatory landscape online, and the need for nuanced regional content moderation services. Further, the demand for data annotation and AI support services has increased as enterprises continue to explore the use of generative AI for content creation and moderation. The T&S landscape has providers across multiple categories – IT/BPO, Contact Center Outsourcing (CCO), and niche/specialist providers. These providers are increasingly becoming strategic enterprise partners and helping them to solve their challenges through augmented offerings, investments, and partnerships. Additionally, they are expanding their delivery landscapes by identifying and investing in talent-rich regions to enable localized operations. In this report, we assess 27 T&S service providers and position them on the Trust and Safety Services PEAK Matrix® as Leaders, Major Contenders, and Aspirants. Each provider profile offers a comprehensive picture of its key strengths and limitations. The study will enable buyers to choose best-fit providers based on their sourcing considerations Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process, interactions with leading T&S service providers, client reference checks, and ongoing analysis of the T&S market Contents In this report, we examine: Everest Group’s PEAK Matrix® evaluation of 27 leading T&S service providers The competitive landscape of the T&S space Providers’ key strengths and limitations Membership(s) Trust and Safety Outsourcing Excellence/a>

Introduction Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock new use cases, leverage advanced technologies, and identify investment opportunities, making operations more effective while enhancing overall CX. In this report, we examine current and upcoming digital technologies and their adoption trends, next-generation digital KPIs, and potential gen AI use cases. We explore gen AI’s impact, analyzing both current enterprise perceptions and future outlook for the digital CXM market, while discussing the evolving role of service providers in navigating this dynamic landscape. Scope All industries and geographies Contents In this report, we: Examine digital CXM and its adoption trends Determine gen AI’s influence on digital CXM and upcoming technology advances in digital CXM Look at enterprise perceptions of gen AI, including current and future outlook and the evolving role of service providers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management