2022–2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report

3.1 Report Participation Criteria

4.1 Cloud-Based Contact Center Infrastructure Vendor Functional Components
4.2 ACD
4.3 Customer Relationship Management

5.1 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Trends
5.2 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Challenges

6.1 New Product Features
6.2 Emerging Capabilities

7.1 Essential Applications for AI in Contact Centers
7.1.1 Predictive Behavioral Routing
7.1.2 Interaction Analytics
7.1.3 Transcription
7.1.4 Real-Time Guidance
7.1.5 Knowledge Management
7.1.6 Robotic Process Automation

8.1 Digital First
8.2 Omnichannel Capabilities
8.3 Intelligent Self-Service
8.4 Outbound
8.5 Surveying/VoC
8.6 Customer Journey Analytics

9.1 Next-Gen WFM
9.2 Analytics-Enabled QM
9.3 Contact Center Performance Management and Gamification

11.1 Changing Market Dynamics
11.2 Company Snapshot

12.1 Supervisor Interface
12.2 Agent Interface
12.3 Administration and Provisioning
12.4 Recording
12.5 Security and Compliance
12.6 Business Intelligence, Analytics, and Reporting
12.7 Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)

13.1 Service-Level Agreement

14.1 Summary of Survey Findings and Analysis: Vendor Categories
14.1.1 Vendor Satisfaction by Category and Customer
14.2 Summary of Survey Findings and Analysis: Product Features
14.2.1 Product Features Satisfaction, by Category and Customer
14.3 Summary of Survey Findings and Analysis: Platform Features
14.3.1 Platform Features Satisfaction, by Category and Customer
14.4 Summary of Survey Findings and Analysis: WFO/WEM Capabilities
14.4.1 WFO/WEM Capabilities Satisfaction, by Category and Customer
14.5 Customer Background and Insights
14.5.1 Channels Supported by the CBCCI Solution
14.5.2 Top 3-5 Benefits of the CBCCI Solution
14.5.3 Top 3-5 CBCCI Challenges
14.5.4 Additional Comments

15.1 Pricing Structure
15.2 Pricing for a 250-Seat Voice-Only CBCCI Solution
15.3 Pricing for a 250-Seat Omnichannel CBCCI Solution
15.4 Pricing for a 250-Seat Digital-Only CBCCI Solution

16.1 8×8, Inc.
16.2 Alvaria
16.3 Avaya Holdings Corp.
16.4 Cisco
16.5 Five9, Inc.
16.6 LiveVox, Inc.
16.7 NICE CXone
16.8 Odigo
16.9 Puzzel, Ltd.
16.10 Twilio, Inc.
16.11 UJET

Figure 1: CBCCI Functional and Technical Building Blocks
Figure 2: Product Information
Figure 3: The Omni-Channel ACD
Figure 4.1: Automatic Call Distributor
Figure 4.2: Automatic Call Distributor
Figure 5: Customer Relationship Management
Figure 6.1: Customer Relationship Management
Figure 6.2: Customer Relationship Management
Figure 7: 2022 CBCCI/CCaaS Trends
Figure 8: 2022 CBCCI/CCaaS Challenges
Figure 9: New Product Features, by Vendor
Figure 10: Future Enhancements, by Category
Figure 11.1 Artificial Intelligence (AI) and Machine Learning (ML)
Figure 11.2 Artificial Intelligence (AI) and Machine Learning (ML)
Figure 12: Predictive Behavioral Routing
Figure 13: Standard Capabilities of a Full-Featured IA Solution
Figure 14.1: Interaction Analytics
Figure 14.2 Interaction Analytics
Figure 15: Transcription at Work
Figure 16.1 Transcription
Figure 16.2 Transcription
Figure 17: Real-Time Guidance in Action
Figure 18.1 Real-Time Guidance (RTG)/Next-Best-Action (NBA)
Figure 18.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA)
Figure 19: Knowledge Management
Figure 20.1: Knowledge Management (KM)
Figure 20.2: Knowledge Management (KM)
Figure 21: Robotic Process Automation
Figure 22.1: Robotic Process Automation (RPA)
Figure 22.2: Robotic Process Automation (RPA)
Figure 23: Omnichannel Capabilities
Figure 24: The IVA: Self-Service Concierge
Figure 25: Virtual Assistant
Figure 26: IVA Development Studio
Figure 27.1: Intelligent Self-Service for Customers and Agents
Figure 27.2: Intelligent Self-Service for Customers and Agents
Figure 28.1: Outbound
Figure 28.2: Outbound
Figure 29: Surveying/VoC
Figure 30.1: Surveying/Voice of the Customer (VoC)/CX
Figure 30.2: Surveying/Voice of the Customer (VoC)/CX
Figure 31: Customer Journey Analytics in Action
Figure 32.1: Customer Journey Analytics (CJA)
Figure 32.2: Customer Journey Analytics (CJA)
Figure 33: The Contact Center Workforce Challenge
Figure 34: What Contact Center Agents Want
Figure 35.1: Workforce Management
Figure 35.2: Workforce Management
Figure 36: Analytics-Enabled Quality Management
Figure 37.1: Analytics-Enabled Quality Management
Figure 37.2: Analytics-Enabled Quality Management
Figure 38: Contact Center Performance Management in Action
Figure 39.1: Contact Center Performance Management and Gamification
Figure 39.2: Contact Center Performance Management and Gamification
Figure 40: WFO/WEM Suite
Figure 41: Workforce Optimization (WFO)/Workforce Engagement Management (WEM) Capabilities
Figure 42: CBCCI/CCaaS Competitive Landscape
Figure 43.1: Company Information
Figure 43.2: Company Information
Figure 44.1: High-Level Technical Analysis
Figure 44.2: High-Level Technical Analysis
Figure 45.1: Supervisor Experience
Figure 45.2: Supervisor Experience
Figure 46.1: Agent Experience
Figure 46.2: Agent Experience
Figure 47.1: Administration and Provisioning
Figure 47.2: Administration and Provisioning
Figure 48.1: Recording
Figure 48.2: Recording
Figure 49.1: Security and Compliance Features
Figure 49.2: Security and Compliance Features
Figure 50.1: Business Intelligence, Reporting, and Dashboards
Figure 50.2: Business Intelligence, Reporting, and Dashboards
Figure 51.1: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
Figure 51.2: Data Center, Backup, Disaster Recovery (DR) and Business Continuity (BC)
Figure 52.1: Implementation Analysis
Figure 52.2: Implementation Analysis
Figure 53.1: Service-Level Agreements (SLAs)
Figure 53.2: Service-Level Agreements (SLAs)
Figure 54: Customer Survey Rating Categories
Figure 55: Average Vendor Satisfaction Ratings, by Category
Figure 56: Product Satisfaction Ratings, by Customer
Figure 57: Implementation Satisfaction Ratings, by Customer
Figure 58: Professional Services Satisfaction Ratings, by Customer
Figure 59: Training Satisfaction Ratings, by Customer
Figure 60: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 61: System Upgrades Satisfaction Ratings, by Customer
Figure 62: Innovation Satisfaction Ratings, by Customer
Figure 63: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 64: Communication Satisfaction Ratings, by Customer
Figure 65: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
Figure 66: Product Pricing Satisfaction Ratings, by Customer
Figure 67: Overall Vendor Satisfaction Ratings, by Customer
Figure 68: Average Product Features Satisfaction Ratings, by Category
Figure 69: Omnichannel Inbound Satisfaction Ratings, by Customer
Figure 70: Omnichannel Outbound and Campaign Management Satisfaction Ratings, by Customer
Figure 71: Customer-Facing IVA Self-Service Satisfaction Ratings, by Customer
Figure 72: Agent Facing VA Satisfaction Ratings, by Customer
Figure 73: CRM Satisfaction Ratings, by Customer
Figure 74: Supervisor Interface (UI/UX) Satisfaction Ratings, by Customer
Figure 75: Agent Unified Desktop and UX Satisfaction Ratings, by Customer
Figure 76: Remote/Work-at-Home Agent and Supervisor Capabilities Satisfaction Ratings, by Customer
Figure 77: Artificial Intelligence and Automation Satisfaction Ratings, by Customer
Figure 78: Business Intelligence, Analytics and Reporting Satisfaction Ratings, by Customer
Figure 79: Average Platform Features Satisfaction Ratings, by Category
Figure 80: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
Figure 81: System Security Satisfaction Ratings, by Customer
Figure 82: Regulatory Compliance Satisfaction Ratings, by Customer
Figure 83: System Scalability Satisfaction Ratings, by Customer
Figure 84: Platform Reliability Satisfaction Ratings, by Customer
Figure 85: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
Figure 86: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 87: WFO/WEM Capabilities Satisfaction Ratings, by Category
Figure 88: Omnichannel Call and Screen Recording Satisfaction Ratings, by Customer
Figure 89: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
Figure 90: Surveying/Voice of the Customer Satisfaction Ratings, by Customer
Figure 91: Workforce Management Satisfaction Ratings, by Customer
Figure 92: Interaction Analytics Satisfaction Ratings, by Customer
Figure 93: Knowledge Management Satisfaction Ratings, by Customer
Figure 94: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 95: Channels Supported by the CBCCI Vendors
Figure 96: Top 3-5 Benefits of the CBCCI Solution
Figure 97: Top 3-5 Challenges of the CBCCI Solution
Figure 98: Additional Comments about your Experience with the Vendor and/or Product.
Figure 99.1: Pricing Structure
Figure 99.2: Pricing Structure
Figure 100.1: Pricing for a 250-Seat Voice-Only CBCCI Solution
Figure 100.2: Pricing for a 250-Seat Voice-Only CBCCI Solution
Figure 101.1: Pricing for a 250-Seat Omnichannel CBCCI Solution
Figure 101.2: Pricing for a 250-Seat Omnichannel CBCCI Solution
Figure 102.1: Pricing for a 250-Seat Digital-Only CBCCI Solution
Figure 102.2: Pricing for a 250-Seat Digital-Only CBCCI Solution