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

The Contact Center-as-a-Service (CCaaS) market is growing rapidly, driven by the increasing demand for flexible remote work solutions, the need for exceptional customer service, and the requirement for scalability. Everest Group defines CCaaS as a cloud-based offering that includes essential capabilities for managing omnichannel customer interactions through capabilities such as automatic call distribution, Interactive Voice Response (IVR) and self-service tools, workforce optimization and scheduling/forecasting, and reporting and management insights. By leveraging CCaaS, companies can easily scale their contact center operations without significant investments in infrastructure and software. As a result, many businesses are transitioning from traditional on-premise contact center solutions to cloud-based CCaaS solutions for greater flexibility, scalability, and cost-effectiveness. The CCaaS market is highly competitive, with numerous providers offering solutions with varying degrees of sophistication and pricing models. Additionally, the industry is experiencing consolidation, with larger companies acquiring smaller participants to expand their service portfolio and increase market share. This compendium provides comprehensive and fact-based snapshots of eight CCaaS technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and offers an insightful analysis of 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 eight CCaaS solutions providers on their: Company overview Market adoption and capabilities Recent investments and announcements Client portfolio mix Product overview, features and functionalities, and key enhancements Location footprint Capabilities across PEAK Matrix® dimensions Key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The market for Contact Center-as-a-Service (CCaaS) is experiencing rapid growth, driven by the increasing demand for flexible remote work solutions, the need for businesses to provide exceptional customer service, and the scalability required to accommodate fluctuating demand. Everest Group defines CCaaS as a cloud-based offering that encompasses essential capabilities for managing omnichannel customer interactions through capabilities such as automatic call distribution, Interactive Voice Response (IVR) and self-service tools, workforce optimization and scheduling/forecasting, as well as reporting and management insights. CCaaS allows companies to quickly scale their contact center operations without making significant investments in infrastructure and software. Consequently, many businesses are transitioning from traditional on-premise contact center solutions to cloud-based CCaaS solutions as they offer greater flexibility, scalability, and cost-effectiveness. The CCaaS market is highly competitive, with numerous providers that offer solutions with varying degrees of sophistication and pricing models. Additionally, the industry is experiencing consolidation, with larger companies acquiring smaller participants to expand their service portfolio and increase their market share. In this report, we assess eight CCaaS providers featured on the Contact Center-as-a-Service (CCaaS) PEAK Matrix® 2023. Each provider profile provides a comprehensive overview of its service focus, key Intellectual Property (IP) / 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 the competition. Scope All industries and geographies Geography: North America The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading CCaaS technology providers, client reference checks, and an ongoing analysis of the CCaaS market Contents In this report, we: Provide Everest Group’s PEAK Matrix® evaluation, a comparative assessment of eight leading CCaaS technology providers Assess the CCaaS technology provider landscape List providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management