***MEDIA ALERT***
DMG Consulting Releases 2023 – 2024 Contact Center as a Service Product and Market Report
Thriving market despite challenging macro-economic conditions
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2023 – 2024 Contact Center as a Service Product and Market Report
When: Today, 1 November 2023
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released its 2023 – 2024 Contact Center as a Service Product and Market Report. This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce.
The future of contact center technology is in the cloud and CCaaS vendors are leading the way. Artificial intelligence, including generative AI, is speeding up innovation and adoption in the CCaaS market and is delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX). The CCaaS vendors are broadening their solutions’ functionality to adapt to their clients’ needs in a number of ways. The first is by transforming their CCaaS solutions into open platforms that facilitate integration and interoperability with many types of third-party and proprietary solutions. The second is by expanding their CCaaS functionality to include WEM applications for recording, quality management, workforce management, and interaction analytics.
The CCaaS market is executing well and is on track to continue its strong performance despite today’s unique economic environment. Rapid growth is being driven by the recent adoption of cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased deployments outside North America. “Sales and technology partnerships have been key to the CCaaS market’s success, greatly expanding the domestic and international reach of CCaaS vendors,” said Donna Fluss, President of DMG Consulting. “Leading CCaaS vendors are increasing the number of out-of-the-box integrations and making it easier to incorporate third-party applications into their platforms.” The CCaaS market is positioned to thrive and grow rapidly during the next 5 years.
The 2023 – 2024 Contact Center as a Service Product and Market Report evaluates the CCaaS market and analyzes 7 leading and contending vendors: Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET. Call Center Studio, an emerging vendor and new participant, is covered at a higher level. 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 select the right solution, functionality, and partner to meet their organization’s current and future CCaaS needs. To learn more about the 2023 – 2024 Contact Center as a Service Product and Market Report, visit the site, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
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