2024-2025 Contact Center as a Service Product and Market Report

3.1 Report Participation Criteria

5.1 CCaaS Market Trends
5.2 CCaaS Market Challenges

6.1 New Product Features
6.2 Future Enhancements

8.1 Omnichannel Capabilities
8.2 Omnichannel Routing and Queuing
8.3 Outbound
8.4 Customer Relationship Management
8.5 Recording
8.6 Intelligent Self-Service
8.7 Transcription

9.1 Real-Time Guidance
9.2 Agent/Employee-Facing Virtual Assistant (VA)
9.3 Automated Post-Interaction Summarization

10.1 Supervisor Experience
10.2 Agent/Employee Experience
10.3 Automated Quality Management
10.4 Business Intelligence, Analytics, and Reporting

12.1 Company Snapshot

13.1 Administration and Provisioning
13.2 Security and Compliance
13.3 Data Center, Backup, Disaster Recovery, and Business Continuity
14.

14.1 Service Level Agreement

15.1 Pricing Structure
15.2 Pricing for a 250-Seat Omnichannel CCaaS Solution
15.3 Incremental Pricing

16.1 8×8, Inc.
16.2 Call Center Studio
16.3 Diabolocom
16.4 Five9, Inc.
16.5 Google
16.6 NICE
16.7 RingCentral
16.8 UJET
16.9 Vonage Holding Corp.

Figure 1: CCaaS/CX Platform Functional Components
Figure 2: Product Information
Figure 3: CCaaS Market Trends
Figure 4: CCaaS Market Challenges
Figure 5: New Product Features, by Vendor
Figure 6: Future Enhancements, by Category
Figure 7.1: Artificial Intelligence (AI) and Generative AI
Figure 7.2: Artificial Intelligence (AI) and Generative AI
Figure 8: The CX Journey
Figure 9: The Future of Voice
Figure 10: Omnichannel Capabilities
Figure 11.1: Omnichannel Routing and Queuing
Figure 11.2: Omnichannel Routing and Queuing
Figure 12.1: Outbound
Figure 12.2: Outbound
Figure 13.1: CRM
Figure 13.2: CRM
Figure 14.1: Recording
Figure 14.2: Recording1
Figure 15: GenAI-Enabled Conversational AI Solutions
Figure 16.1: Customer-Facing Conversational AI Self-Service
Figure 16.2: Customer-Facing Conversational AI Self-Service
Figure 17.1: Transcription
Figure 17.2: Transcription
Figure 18: Real-Time Guidance in Action
Figure 19.1: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
Figure 19.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
Figure 20: Agent-/Employee-Facing Virtual Assistant
Figure 21.1: Employee-Facing Self-Service
Figure 21.2: Employee-Facing Self-Service
Figure 22: Automated Post-Interaction Summarization
Figure 23.1: Automated Post-Interaction Summarization
Figure 23.2: Automated Post-Interaction Summarization
Figure 24.1: Supervisor Experience
Figure 24.2: Supervisor Experience
Figure 25.1: Agent Experience
Figure 25.2: Agent Experience
Figure 26: AQM Provides Customer and Employee Analytics
Figure 27.1: Automated Quality Management (AQM)
Figure 27.2: Automated Quality Management (AQM)
Figure 28.1: Business Intelligence, Reporting, and Dashboards
Figure 28.2: Business Intelligence, Reporting, and Dashboards
Figure 29: Workforce Engagement Management (WEM) Capabilities
Figure 30: CCaaS Competitive Landscape
Figure 31.1: Company Information as of July 31, 2024
Figure 31.2: Company Information as of July 31, 2024
Figure 32.1: High-Level Technical Analysis
Figure 32.2: High-Level Technical Analysis
Figure 33.1: Administration and Provisioning
Figure 33.2: Administration and Provisioning
Figure 34.1: Security and Compliance Features
Figure 34.2: Security and Compliance Features
Figure 35.1: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 35.2: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 36.1: Implementation Analysis
Figure 36.2: Implementation Analysis
Figure 37.1: Service Level Agreements (SLAs)
Figure 37.2: Service Level Agreements (SLAs)
Figure 38.1: Pricing Structure
Figure 38.2: Pricing Structure
Figure 39.1: Pricing for a 250-Seat Omnichannel CCaaS Solution
Figure 39.2: Pricing for a 250-Seat Omnichannel CCaaS Solution
Figure 40.1: Incremental pricing for the following modules for a 250-seat omnichannel CCaaS implementation
Figure 40.2: Incremental pricing for the following modules for a 250-seat omnichannel CCaaS implementation