Contact Center-as-a-Service (CCaaS) – Provider Compendium 2024

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.