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
