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

Published December 5, 2022

Price: $4,300

Adoption of CBCCI/CCaaS solutions is strong, and the momentum will continue to build as these offerings are highly effective, innovative, and differentiated. There are 200 – 300 CBCCI/CCaaS competitors, from the largest big tech companies to very small vendors with as few as 25 employees. New entrants continue to come to market, as this is one of the hottest IT sectors.

No sign of a slowdown in the CBCCI/CCaaS sector

2022 has been another outstanding year for the cloud-based contact center infrastructure (CBCCI)/contact center as a service (CCaaS) market and 2023 is looking to be as strong, despite the economic downturn. 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 artificial intelligence (AI), automation, analytics, and improving the usability of their user interfaces during the past year. AI is being applied to enhance many aspects of CBCCI/CCaaS solutions, improving system routing, self-service, workforce optimization/workforce engagement management (WFO/WEM), reporting, and analytics. The improved agent desktops are making it easier for agents to navigate the solutions while also providing centralized access to all the information needed to provide a fully orchestrated and optimal omnichannel experience. Enhanced mobility capabilities are another important feature; contact center supervisors have tools to monitor and coach their agents from wherever they are, and wherever their agents are located. The innovations are helping companies enhance the customer experience (CX), and employee experience (EX) and engagement while improving operational productivity, enabling contact centers to achieve their corporate, servicing, and sales goals.

Another positive move 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.

15 Years of Authoritative and Unparalleled Coverage

The 2022-2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report (formerly the Cloud-Based Contact Center Infrastructure Product and Market Report), our 15th annual edition, provides a comprehensive analysis of this important IT sector. The Report includes an insightful review of the business, servicing, and management trends that characterize today’s CX and the challenges confronting enterprises as they strive to address them. It examines the role of AI and automation in driving much of the innovation in CBCCI/CCaaS solutions. It also explains why WFO/WEM applications are essential tools that help engage, motivate, and retain agents, and improve productivity while enhancing the CX.

The Report evaluates all aspects of 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. It also includes satisfaction survey results for each of the featured vendors. 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.

Overview of the core and optional functional components of CBCCI/CCaaS solutions
Market and business trends and challenges driving enterprise investments and influencing product development
Market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
Insightful examination of essential AI applications in contact centers and how AI is transforming the agent experience and elevating the CX due to its ability to decipher customer intents and deliver real-time guidance to agents
Redefining the CX – examination of what delivering an outstanding CX means today
Timely discussion of how to improve agent engagement and empowerment and retain agents in the era of the Great Resignation
Review and assessment of the CBCCI/CCaaS competitive landscape
High-level technical overview, including supervisor and agent user interfaces, administration and provisioning, recording, security and compliance, business intelligence (BI) analytics and reporting, and data center backup, disaster recovery (DR) and business continuity (BC) capabilities
Implementation analysis, including vendor implementation methodology and best practices, professional services, training and workshops, end-user and IT resources required to implement and maintain the solution, return on investment (ROI) time frame, and service level agreements (SLAs)
Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product features, 7 platform features, and 7 WFO/WEM applications
Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat implementation
Detailed company reports for the 11 featured CBCCI/CCaaS solution providers, analyzing their products, functionality and near-term R&D plans
Cloud-Based Contact Center Infrastructure Vendor Directory

Executive Summary
Introduction
DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
Cloud-Based Contact Center Infrastructure Functional Overview
- 4.1 Cloud-Based Contact Center Infrastructure Vendor Functional Components
- 4.2 ACD
- 4.3 Customer Relationship Management
Cloud-Based Contact Center Infrastructure/Contact Center as a Service Trends and Challenges
- 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
Cloud-Based Contact Center Infrastructure Market Innovation
- 6.1 New Product Features
- 6.2 Emerging Capabilities
Contact Center Artificial Intelligence
- 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 Redefining the CX
- 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
How to Engage, Motivate, and Retain Great Agents
- 9.1 Next-Gen WFM
- 9.2 Analytics-Enabled QM
- 9.3 Contact Center Performance Management and Gamification
Workforce Optimization/Workforce Engagement Management Empowers Employees with the Right Set of Tools
11. Cloud-Based Contact Center Infrastructure/Contact Center as a Service Competitive Landscape
- 11.1 Changing Market Dynamics
- 11.2 Company Snapshot
12. High-Level CBCCI Technical Analysis
- 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)
Implementation Analysis
- 13.1 Service-Level Agreement
Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis
- 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
Pricing
- 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
Company Reports
- 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

Appendix: Cloud-Based Contact Center Infrastructure Directory

Table of Figures

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

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

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