DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report
Adoption and momentum of CBCCI/CCaaS solutions is strong despite economic downturn
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report
When: Today, 7 December 2022
Where: Available at the DMG Consulting online store
DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released its 2022- 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. The Report includes an insightful review of the business, servicing, and management trends that characterize today’s customer experience (CX) and the challenges confronting enterprises as they strive to address them. It examines the role of artificial intelligence (AI) and automation in driving much of the innovation in cloud-based contact center infrastructure (CBCCI)/contact center as a service (CCaaS) solutions.
2022 has been another outstanding year for the CBCCI/CCaaS market, and 2023 is looking to be as strong, despite the economic downturn. The CBCCI/CCaaS vendors have made great progress in addressing the reliability, security, and scalability of CCaaS solutions during the past couple of years, positioning them to support even the largest contact center environments. The future of contact center technology is in the cloud, as this is where the vendors are investing their research and development (R&D) dollars.
Innovative CBCCI/CCaaS vendors have been investing in AI, automation, and analytics, and improving user interfaces (UIs) and mobile capabilities during the past year. AI is being applied to enhance many aspects of CCaaS solutions – improving system routing, self-service, workforce engagement management (WEM), reporting, and analytics. The improved agent desktops provide centralized access to all the information needed to provide a fully orchestrated and optimal omnichannel experience. Enhanced mobility features provide oversight and coaching capbailities to support a remote and distributed workforce. The innovations are helping companies enhance the CX and employee experience (EX) and engagement while improving operational productivity, enabling contact centers to achieve their corporate, servicing, and sales goals.
Another positive development for the CBCCI/CCaaS market is that the vendors continue to expand their partnerships, enhance their integration frameworks, and build out-of-the-box integrations with a wide variety of third-party solutions. Enterprises are finally getting what they need – a flexible and easy-to-integrate communication platform to facilitate omnichannel interactions with customers. “Adoption of CBCCI/CCaaS solutions is strong, and the momentum will continue to build as these offerings are highly effective, innovative, and differentiated,” said Donna Fluss, President of DMG Consulting. “Even though an econmic slowdown is expected, businesses are likely to move forward with initiatives that improve employee productivity, advance the CX and EX, and deliver quantifiable benefits.”
The 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report evaluates the CBCCI/CCaaS market and analyzes 11 leading and contending vendors: 8×8, Alvaria, Avaya, Cisco, Five9, LiveVox, NICE CXone, Odigo, Puzzel, Twilio, and UJET. Avaya, LiveVox, and Odigo are new participants. The Report provides a detailed analysis of vendors, products, functional capabilities, and pricing. This Report is intended to help contact center, IT, and enterprise leaders and managers in small, mid-size and large companies select the right solution, functionality, and partner to meet their organization’s current and future cloud-based contact center infrastructure needs.
To learn more about the 2022- 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report, visit the site, or contact Deborah Navarra at firstname.lastname@example.org or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.