2023-2024 Contact Center as a Service Product and Market Report

3.1 Report Participation Criteria

4.1 Contact Center as a Service Functional Components
4.2 Omnichannel Capabilities
4.2.1 Digital-Only
4.2.2 Outbound
4.3 Workforce Engagement Management Functional Components

5.1 CCaaS Market Trends
5.2 CCaaS Market Challenges

8.1 Intelligent Self-Service
8.2 Interaction Analytics
8.3 Transcription
8.4 Customer Journey Analytics

9.1 Real-Time Guidance
9.2 Virtual Assistants
9.3 Knowledge Management

10.1 Workforce Management
10.2 Analytics-Enabled Quality Management
10.3 Robotic Process Automation/AI-Driven Intelligent Business Automation
10.4 Contact Center Performance Management

11.1 Company Snapshot

12.1 Omnichannel Routing and Queuing Engine
12.2 Customer Relationship Management
12.3 Recording
12.4 Agent Experience
12.5 Supervisor Experience
12.6 Business Intelligence, Reporting, and Dashboards

13.1 Administration and Provisioning
13.2 Security and Compliance

14.1 Service Level Agreements

15.1 Summary of Survey Findings and Analysis: Platform Features
15.1.1 Platform Features Satisfaction, by Category and Customer
15.2 Summary of Survey Findings and Analysis: Product Features
15.2.1 Product Features Satisfaction, by Category and Customer
15.3 Summary of Survey Findings and Analysis: WEM Capabilities
15.3.1 WEM Capabilities Satisfaction, by Category and Customer
15.4 Summary of Survey Findings and Analysis: Vendor Categories
15.4.1 Vendor Satisfaction by Category and Customer
15.5 Customer Background and Insights
15.5.1 Channels Supported by the CCaaS Solution
15.5.2 Top 3-5 Strengths of the CCaaS Solution
15.5.3 Top CCaaS Improvements
15.5.4 Additional Comments

16.1 Pricing Structure
16.2 Pricing for a 250-Seat Voice-Only, Omnichannel, and Digital-Only CCaaS Solution
16.3 Incremental Pricing for WFM, IA, AQM and Surveying

17.1 Call Center Studio
17.2 Cisco
17.3 Five9
17.4 LiveVox, Inc.
17.5 NICE
17.6 Odigo
17.7 Puzzel, Ltd.
17.8 UJET

Figure 1: CCaaS Functional Components
Figure 2: Product Information
Figure 3: Omnichannel Capabilities
Figure 4.1: Digital-Only
Figure 4.2: Digital-Only
Figure 5: Outbound Dialing in an Omnichannel World
Figure 6.1: Outbound
Figure 6.2: Outbound
Figure 7: WEM Platform
Figure 8: Workforce Engagement Management
Figure 9: 2023 CCaaS Trends
Figure 10: 2023 CCaaS Challenges
Figure 11: New Product Features
Figure 12: Future Enhancements, by Category
Figure 13.1: Artificial Intelligence (AI) and Machine Learning (ML)
Figure 13.2: Artificial Intelligence (AI) and Machine Learning (ML)
Figure 14.1: Intelligent Self-Service
Figure 14.2: Intelligent Self-Service
Figure 15: Interaction Analytics
Figure 16.1: Interaction Analytics
Figure 16.2: Interaction Analytics
Figure 17.1: Transcription
Figure 17.2: Transcription
Figure 18: Customer Journey Analytics
Figure 19: CJA Process
Figure 20.1: Customer Journey Analytics (CJA)
Figure 20.2: Customer Journey Analytics (CJA)
Figure 21: Making Agents Customer Heroes
Figure 22: Use Real-Time Guidance to Improve CX, EX and Productivity
Figure 23.1: Real-Time Guidance (RTG) Functional Capabilities
Figure 23.2: Real-Time Guidance (RTG) Functional Capabilities
Figure 24: Agent/employee-facing virtual assistant
Figure 25.1: Virtual Assistants
Figure 25.2: Virtual Assistants
Figure 26: Knowledge Management
Figure 27.1: Knowledge Management
Figure 27.2: Knowledge Management
Figure 28: The Contact Center AI Brain/Hub
Figure 29.1: Workforce Management
Figure 29.2: Workforce Management
Figure 30: Omnichannel AQM Improves Accuracy, Efficiency, CX, and EX
Figure 31.1: Analytics-Enabled Quality Management (AQM)
Figure 31.2: Analytics-Enabled Quality Management (AQM)
Figure 32.1: Robotic Process Automation (RPA)
Figure 32.2: Robotic Process Automation (RPA)
Figure 33.1: Contact Center Performance Management (CCPM/BI)
Figure 33.2: Contact Center Performance Management (CCPM)/BI
Figure 34: CCaaS Competitive Landscape
Figure 35.1: Company Information as of June 30, 2023
Figure 35.2: Company Information as of June 30, 2023
Figure 36.1: Omnichannel Routing and Queuing Engine
Figure 36.2: Omnichannel Routing and Queuing Engine
Figure 37.1: Customer Relationship Management (CRM)
Figure 37.2: Customer Relationship Management (CRM)
Figure 38.1: Recording
Figure 38.2: Recording
Figure 39.1: Agent Experience
Figure 39.2: Agent Experience
Figure 40.1: Supervisor Experience
Figure 40.2: Supervisor Experience
Figure 41.1: Business Intelligence, Reporting, and Dashboards
Figure 41.2: Business Intelligence, Reporting, and Dashboards
Figure 42.1: High-Level Technical Analysis
Figure 42.2: High-Level Technical Analysis
Figure 43.1: Administration and Provisioning
Figure 43.2: Administration and Provisioning
Figure 44.1: Security and Compliance Features
Figure 44.2: Security and Compliance Features
Figure 45.1: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 45.2: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 46.1: Implementation Analysis
Figure 46.2: Implementation Analysis
Figure 47.1: Service Level Agreements (SLAs)
Figure 47.2: Service Level Agreements (SLAs)
Figure 48: Customer Survey Rating Categories
Figure 49: Average Platform Features Satisfaction Ratings, by Category
Figure 50: Platform Reliability Satisfaction Ratings, by Customer
Figure 51: System Security Satisfaction Ratings, by Customer
Figure 52: Regulatory Compliance Satisfaction Ratings, by Customer
Figure 53: System Scalability Satisfaction Ratings, by Customer
Figure 54: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
Figure 55: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 56: App Store or App Marketplace Satisfaction Ratings, by Customer
Figure 57: Average Product Features Satisfaction Ratings, by Category
Figure 58: Omnichannel Inbound Satisfaction Ratings, by Customer
Figure 59: Outbound and Campaign Management Capabilities Satisfaction Ratings, by Customer
Figure 60: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
Figure 61: Supervisor User Interface and Experience Satisfaction Ratings, by Customer
Figure 62: Agent Unified Desktop and Experience Satisfaction Ratings, by Customer
Figure 63: Agent Real-Time Guidance Satisfaction Ratings, by Customer
Figure 64: Customer-Facing Intelligent Virtual Agent (IVA) Self-Service Satisfaction Ratings, by Customer
Figure 65: Transcription Satisfaction Ratings, by Customer
Figure 66: Post-Interaction Summarization Satisfaction Ratings, by Customer
Figure 67: Artificial Intelligence Satisfaction Ratings, by Customer
Figure 68: WEM Capabilities Satisfaction Ratings, by Category
Figure 69: Interaction Analytics Satisfaction Ratings, by Customer
Figure 70: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
Figure 71: Workforce Management Satisfaction Ratings, by Customer
Figure 72: Knowledge Management Satisfaction Ratings, by Customer
Figure 73: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 74: Average Vendor Satisfaction Ratings, by Category
Figure 75: Product Satisfaction Ratings, by Customer
Figure 76: Implementation Satisfaction Ratings, by Customer
Figure 77: Professional Services Satisfaction Ratings, by Customer
Figure 78: Training Satisfaction Ratings, by Customer
Figure 79: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 80: System Upgrades Satisfaction Ratings, by Customer
Figure 81: Innovation Satisfaction Ratings, by Customer
Figure 82: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 83: Communication Satisfaction Ratings, by Customer
Figure 84: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
Figure 85: Product Pricing Satisfaction Ratings, by Customer
Figure 86: Overall Vendor Satisfaction Ratings, by Customer
Figure 87: Channels Supported by the CCaaS Vendors
Figure 88: Top 3 - 5 Strengths of the CCaaS Solution
Figure 89: Improvements in the CCaaS Solution
Figure 90: Additional Comments about your Experience with the Vendor and/or Product
Figure 91.1: Pricing Structure
Figure 91.2: Pricing Structure
Figure 92: Pricing for a 250-Seat CCaaS Solution
Figure 93: Incremental Pricing for WFM, IA, AQM, and Surveying