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.
-
Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment 2024
What is in this PEAK Matrix® Report
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.
Content:
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
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
READ ON
-
Contact Center-as-a-Service (CCaaS) PEAK Matrix® Assessment 2023
What is in this PEAK Matrix® Report
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.
Content:
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
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
READ ON
What is the PEAK Matrix®?
The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.
