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