Conversational AI is a network of advanced technologies and solutions that communicate with each other to share information across systems in a contact center environment. It is a key enabler of front- and back-office automation. Businesses worldwide are realizing the importance of conversational AI solutions to serve customers across industries and digital channels and support internal processes such as HR support, IT helpdesk, sales, F&A, and marketing. The demand for conversational AI solutions is at an all-time high and is expected to gather greater momentum as enterprises continue to leverage these solutions to provide superior CX, drive customer acquisition, and create market differentiation. Scope: All industries and geographies Contents: In this report, we study: Market size and adoption trends by buyer geography, size, industry, and business function Conversational AI solution characteristics and the provider landscape Barriers to conversational AI adoption and best practices Outlook for 2023-24 Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Enterprises are increasingly leveraging conversational AI solutions to create differentiation for their businesses through the benefits that it offers such as improving customer experience, enhancing employee productivity, reducing costs, achieving a fast RoI, and increasing revenue. Technology providers in this space are improving their products by offering newer capabilities while deepening existing ones and entering new markets to serve the huge enterprise demand. Different conversational AI providers offer distinct breadth of capabilities, use cases, language support, and sophistication in execution. The scale of investments that both enterprises and technology providers are making in conversational AI products makes it critical for enterprises to choose the right product to meet their business requirements. Scope Solution: conversational AI All geographies and industries Our research studies 26 leading conversational AI providers and feedback from 55+ enterprise buyers Contents In this report, we: Study evolving enterprise expectations and desired characteristics of conversational AI technology providers/li> Examine the business objectives/adoption drivers of conversational AI Discuss enterprise challenges in conversational AI adoption Look at buyer satisfaction with conversational AI providers in meeting their objectives across various dimensions List the key strengths and limitations of the conversational AI solutions from the technology providers studied Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Impact sourcing is the business practice of intentionally hiring and providing career development opportunities to people from marginalized communities. Impact workers belong to economically disadvantaged, socially marginalized, under/unemployed groups, and/or those who are characterized by other disadvantages, which have excluded them from decent livelihoods. This practice is a proven concept that offers a business edge and talent advantage while creating a positive social impact, making it a vital component of the social aspect of Environmental, Social, and Governance (ESG). In this report, we examine impact sourcing in the Customer Experience Management (CXM) industry and explore the key trends and drivers that have led to an increased demand for impact sourcing. It also highlights the benefits it provides for providers and buyers of Customer Experience (CX) outsourcing services. Additionally, the report offers recommendations for implementing impact sourcing while highlighting the challenges that buyers and providers may face. Moreover, it examines the future outlook for impact sourcing and its potential to transform the outsourcing industry. Enterprises and providers looking to explore the potential of impact sourcing in the services industry to deliver a positive social impact and gain a competitive edge will benefit from this report. Scope Industry: CXM Geography: global Contents In this report, we examine: Key trends and drivers leading to an increased demand for impact sourcing and the significant benefits it offers to both providers and buyers of CX outsourcing services Significant impact sourcing initiatives implemented by traditional CXM providers and impact sourcing specialists Recommendations for implementing impact sourcing and the challenges that both buyers and providers face Future outlook of impact sourcing in the CXM industry   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

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

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

The Customer Experience Management (CXM) industry is shifting from traditional channels to text-based apps, driven by customer demands for flexibility and instant service. Gen AI is at the forefront of this revolution, offering hyper-personalized interactions, increasingly efficient self-service, and round-the-clock resolution. It can enhance the effectiveness of CXM operations and deliver several key advantages to consumers. However, businesses must address concerns such as data privacy, the lack of human touch in AI interactions, and potential inaccuracies to seamlessly integrate technology and meet modern consumer needs, thus avoiding customer dissatisfaction. In this viewpoint, we explore consumers’ perceptions of gen AI adoption in their customer and contact center experiences. We surveyed over 600 consumers worldwide to understand their readiness for gen AI-enhanced customer experiences. Combining these survey findings with Everest Group’s CXM research and expertise, this report offers data-driven insights into how consumers perceive gen AI adoption in their customer experiences, their readiness across various gen AI CXM use cases, their concerns and challenges with adopting gen AI in their experiences, regional disparities in consumer readiness for gen AI, and the future prospects of gen AI in CXM. Scope All industries and geographies Contents In this report, we examine: Consumer perspective on gen AI in CXM Consumer readiness for gen AI across industries Regional variations in consumer readiness for gen AI The future prospects for gen AI in CXM Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The Banking, Financial Services, and Insurance (BFSI) sector significantly contributes to Customer Experience Management (CXM) outsourcing revenue, approximately 20-22%. Knowing about BFSI CXM is crucial for CXM outsourcing providers and BFSI enterprises because it enables providers to develop tailored solutions and capture market opportunities, while helping enterprises stay competitive and make informed decisions. In this report, we explore the BFSI CXM market landscape, offering comprehensive insights into the sector’s three segments: banking, insurance, and cards and payments. Each segment uncovers key outsourcing drivers, market trends, enterprise challenges, technical innovations, delivery landscapes, and industry-specific use cases. The report aims to help BFSI enterprises navigate the CX outsourcing landscape effectively. It offers insights into industry-specific service offerings, technology trends, and geographical delivery distributions, empowering enterprises to make well-informed outsourcing decisions. Additionally, the report highlights the potential gen AI applications in the BFSI sector. It also assists providers in understanding enterprise pain points and refining their strategic approaches and investment initiatives to seize business opportunities. Scope Industry: BFSI Geography: global Service: CXM This report is based on primary and secondary data collection, conversations with market participants, and fact-based research Contents In this report, we examine: Global CXM services market trends in the BFSI industry Key factors influencing CXM services’ growth in the BFSI sector Industry-specific trends, including enterprise challenges, technology tools, providers’ solutions, delivery trends, and potential generative AI applications across banking, insurance, and cards and payments segments 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

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