2023-2024 Contact Center as a Service Product and Market Report

Published October 27, 2023

Price: $4,500

REPORT SUMMARY

The future of contact center technology is in the cloud and contact center as a service (CCaaS) vendors are leading the way. Like everywhere else, artificial intelligence (AI), including generative AI, is speeding up innovation and adoption in the CCaaS market and is already delivering quantifiable benefits that increase productivity, improve self-service capabilities, and enhance the customer and employee experience (CX/EX).

The CCaaS market continues to thrive despite the somewhat challenging macro-economic conditions. 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.

The 2023–2024 Contact Center as a Service Product and Market Report analyzes 7 leading and contending vendors: Cisco, Five9, LiveVox, NICE, Odigo, Puzzel, and UJET. (On October 4, 2023, NICE announced their intention to acquire LiveVox.) Call Center Studio, an emerging vendor and new participant, is covered at a higher level. Contact center, IT, and enterprise leaders can use this report to identify the right platform, functionality, and partner to meet their organization’s current and future CCaaS needs.

Key findings

CCaaS vendors are rapidly adopting AI and incorporating it throughout their solutions to enhance their capabilities and assist customers and agents
Sales and technology partnerships have been key to the CCaaS market’s success, a trend DMG expects to gain momentum, as sales partnerships are greatly expanding the domestic and international reach of CCaaS vendors. Additionally, incorporating third-party systems and applications, particularly AI, has proven to be a highly effective method of quickly bringing new capabilities to market
Enterprises are asking their CCaaS vendors for help in improving the CX and EX; the vendors are responding by delivering enhancements to improve both self-service and live agent interactions.
Leading CCaaS vendors are enhancing their communications platform as a service (CPaaS) capabilities, increasing the number of out-of-the-box integrations and making it easier to incorporate third-party applications into their platforms
DMG expects the CCaaS market to begin consolidating, making it more critical for enterprises to select well-funded vendors who are investing heavily in their future
The CCaaS market is expected to continue to grow rapidly during the next 3 to 5 years

Overview of the functional components of CCaaS solutions
Market and business trends and challenges driving enterprise investments and influencing product development
Market innovations, including a review of recently introduced functionality and what’s planned on the product roadmap for the next 12 – 18 months
Examination of how AI and automation are being leveraged in the featured CCaaS platforms
Analytics- and AI-enabled applications that facilitate an intent-based, outcome-driven approach for elevating the CX
An insightful look at the real-time tools transforming the agent experience and improving quality and productivity while enhancing the CX
Review and assessment of the CCaaS competitive landscape
High-level functional and technical overview
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 7 platform features, 10 product features, 5 WEM applications, and 12 vendor categories
Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat voice-only, omnichannel, and digital-only solution, including incremental costs for workforce management (WFM), interaction analytics (IA), analytics-enabled quality management (AQM), and surveying
Detailed company reports analyzing the products, functionality, and near-term research and development (R&D) plans of the 8 CCaaS solution providers covered in this report
CCaaS Vendor Directory

DMG Consulting employs a well-defined, structured, and rigorous research methodology for all of its industry research and reports. The research process for the 2023–2024 Contact Center as a Service Product and Market Report:

Began with a comprehensive review of the global CCaaS market to identify vendors that qualify for participation
Next, DMG Consulting created a detailed questionnaire (similar to a request for information) to gain insights about each vendor and their solutions, in order to analyze their technology, products, functionality, implementation and support best practices, sales approaches, service level agreements (SLAs), pricing, and more
This was followed by an in-depth briefing session and live product demonstration with each of the participating vendors to see their current generally available product and validate their questionnaire responses
DMG Consulting also conducted an independent survey of each CCaaS provider’s customers to measure end-user satisfaction with their vendor and products, as well as: implementation, support, professional services, training, innovation, responsiveness, and ease of doing business
After all the information was collected and validated for accuracy, the participating vendors and products were analyzed and critiqued
The findings of the analysis, along with information to assist enterprises in their selection process and implementation, are reflected in this industry report

Full Participants:

Cisco
Five9
LiveVox
NICE
Odigo
Puzzel
UJET

Partial/New Participant:

Call Center Studio

Executive Summary
Introduction
DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
Contact Center as a Service Functional Overview
- 4.1 Contact Center as a Service Functional Components
- 4.2 Omnichannel Capabilities
  - 4.2.1 Digital-Only
  - 4.2.2 Outbound
- 4.3 Workforce Engagement Management Functional Components
2023 – 2024 CCaaS Market Trends and Challenges
- 5.1 CCaaS Market Trends
- 5.2 CCaaS Market Challenges
CCaaS Market Innovation
Generative AI, AI and Machine Learning
From Intent to Outcome: Essential Applications for Improving the CX 83
- 8.1 Intelligent Self-Service
- 8.2 Interaction Analytics
- 8.3 Transcription
- 8.4 Customer Journey Analytics
Transforming Agents into Customer Heroes
- 9.1 Real-Time Guidance
- 9.2 Virtual Assistants
- 9.3 Knowledge Management
Contact Center Applications that do the Heavy Lifting
- 10.1 Workforce Management
- 10.2 Analytics-Enabled Quality Management
- 10.3 Robotic Process Automation/AI-Driven Intelligent Business Automation
- 10.4 Contact Center Performance Management
CCaaS Competitive Landscape
- 11.1 Company Snapshot
High-Level CCaaS Functional Analysis
- 12.1 Omnichannel Routing and Queuing Engine
- 12.2 Customer Relationship Management
- 12.3 Recording
- 12.4 Agent Experience
- 12.5 Supervisor Experience
- 12.6 Business Intelligence, Reporting, and Dashboards
13. High-Level Technical Analysis
- 13.1 Administration and Provisioning
- 13.2 Security and Compliance
14. Implementation Analysis
- 14.1 Service Level Agreements
Contact Center as a Service Vendor Satisfaction Analysis
- 15.1 Summary of Survey Findings and Analysis: Platform Features
  - 15.1.1 Platform Features Satisfaction, by Category and Customer
- 15.2 Summary of Survey Findings and Analysis: Product Features
  - 15.2.1 Product Features Satisfaction, by Category and Customer
- 15.3 Summary of Survey Findings and Analysis: WEM Capabilities
  - 15.3.1 WEM Capabilities Satisfaction, by Category and Customer
- 15.4 Summary of Survey Findings and Analysis: Vendor Categories
  - 15.4.1 Vendor Satisfaction by Category and Customer
- 15.5 Customer Background and Insights
  - 15.5.1 Channels Supported by the CCaaS Solution
  - 15.5.2 Top 3 – 5 Strengths of the CCaaS Solution
  - 15.5.3 Top CCaaS Improvements
  - 15.5.4 Additional Comments
Pricing
- 16.1 Pricing Structure
- 16.2 Pricing for a 250-Seat Voice-Only, Omnichannel, and Digital-Only CCaaS Solution
- 16.3 Incremental Pricing for WFM, IA, AQM and Surveying
Company Reports
- 17.1 Call Center Studio
- 17.2 Cisco
- 17.3 Five9
- 17.4 LiveVox, Inc.
- 17.5 NICE
- 17.6 Odigo
- 17.7 Puzzel, Ltd.
- 17.8 UJET

Appendix: Contact Center as a Service Vendor Directory

Table of Figures

Figure 1: CCaaS Functional Components
Figure 2: Product Information
Figure 3: Omnichannel Capabilities
Figure 4.1: Digital-Only
Figure 4.2: Digital-Only
Figure 5: Outbound Dialing in an Omnichannel World
Figure 6.1: Outbound
Figure 6.2: Outbound
Figure 7: WEM Platform
Figure 8: Workforce Engagement Management
Figure 9: 2023 CCaaS Trends
Figure 10: 2023 CCaaS Challenges
Figure 11: New Product Features
Figure 12: Future Enhancements, by Category
Figure 13.1: Artificial Intelligence (AI) and Machine Learning (ML)
Figure 13.2: Artificial Intelligence (AI) and Machine Learning (ML)
Figure 14.1: Intelligent Self-Service
Figure 14.2: Intelligent Self-Service
Figure 15: Interaction Analytics
Figure 16.1: Interaction Analytics
Figure 16.2: Interaction Analytics
Figure 17.1: Transcription
Figure 17.2: Transcription
Figure 18: Customer Journey Analytics
Figure 19: CJA Process
Figure 20.1: Customer Journey Analytics (CJA)
Figure 20.2: Customer Journey Analytics (CJA)
Figure 21: Making Agents Customer Heroes
Figure 22: Use Real-Time Guidance to Improve CX, EX and Productivity
Figure 23.1: Real-Time Guidance (RTG) Functional Capabilities
Figure 23.2: Real-Time Guidance (RTG) Functional Capabilities
Figure 24: Agent/employee-facing virtual assistant
Figure 25.1: Virtual Assistants
Figure 25.2: Virtual Assistants
Figure 26: Knowledge Management
Figure 27.1: Knowledge Management
Figure 27.2: Knowledge Management
Figure 28: The Contact Center AI Brain/Hub
Figure 29.1: Workforce Management
Figure 29.2: Workforce Management
Figure 30: Omnichannel AQM Improves Accuracy, Efficiency, CX, and EX
Figure 31.1: Analytics-Enabled Quality Management (AQM)
Figure 31.2: Analytics-Enabled Quality Management (AQM)
Figure 32.1: Robotic Process Automation (RPA)
Figure 32.2: Robotic Process Automation (RPA)
Figure 33.1: Contact Center Performance Management (CCPM/BI)
Figure 33.2: Contact Center Performance Management (CCPM)/BI
Figure 34: CCaaS Competitive Landscape
Figure 35.1: Company Information as of June 30, 2023
Figure 35.2: Company Information as of June 30, 2023
Figure 36.1: Omnichannel Routing and Queuing Engine
Figure 36.2: Omnichannel Routing and Queuing Engine
Figure 37.1: Customer Relationship Management (CRM)
Figure 37.2: Customer Relationship Management (CRM)
Figure 38.1: Recording
Figure 38.2: Recording
Figure 39.1: Agent Experience
Figure 39.2: Agent Experience
Figure 40.1: Supervisor Experience
Figure 40.2: Supervisor Experience
Figure 41.1: Business Intelligence, Reporting, and Dashboards
Figure 41.2: Business Intelligence, Reporting, and Dashboards
Figure 42.1: High-Level Technical Analysis
Figure 42.2: High-Level Technical Analysis
Figure 43.1: Administration and Provisioning
Figure 43.2: Administration and Provisioning
Figure 44.1: Security and Compliance Features
Figure 44.2: Security and Compliance Features
Figure 45.1: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 45.2: Data Center, Backup, Disaster Recovery (DR), and Business Continuity (BC)
Figure 46.1: Implementation Analysis
Figure 46.2: Implementation Analysis
Figure 47.1: Service Level Agreements (SLAs)
Figure 47.2: Service Level Agreements (SLAs)
Figure 48: Customer Survey Rating Categories
Figure 49: Average Platform Features Satisfaction Ratings, by Category
Figure 50: Platform Reliability Satisfaction Ratings, by Customer
Figure 51: System Security Satisfaction Ratings, by Customer
Figure 52: Regulatory Compliance Satisfaction Ratings, by Customer
Figure 53: System Scalability Satisfaction Ratings, by Customer
Figure 54: Business Continuity/Disaster Recovery Satisfaction Ratings, by Customer
Figure 55: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 56: App Store or App Marketplace Satisfaction Ratings, by Customer
Figure 57: Average Product Features Satisfaction Ratings,by Category
Figure 58: Omnichannel Inbound Satisfaction Ratings, by Customer
Figure 59: Outbound and Campaign Management Capabilities Satisfaction Ratings, by Customer
Figure 60: System Administration/Provisioning and License Management Satisfaction Ratings, by Customer
Figure 61: Supervisor User Interface and Experience Satisfaction Ratings, by Customer
Figure 62: Agent Unified Desktop and Experience Satisfaction Ratings, by Customer
Figure 63: Agent Real-Time Guidance Satisfaction Ratings, by Customer
Figure 64: Customer-Facing Intelligent Virtual Agent (IVA) Self-Service Satisfaction Ratings, by Customer
Figure 65: Transcription Satisfaction Ratings, by Customer
Figure 66: Post-Interaction Summarization Satisfaction Ratings, by Customer
Figure 67: Artificial Intelligence Satisfaction Ratings, by Customer
Figure 68: WEM Capabilities Satisfaction Ratings, by Category
Figure 69: Interaction Analytics Satisfaction Ratings, by Customer
Figure 70: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
Figure 71: Workforce Management Satisfaction Ratings, by Customer
Figure 72: Knowledge Management Satisfaction Ratings, by Customer
Figure 73: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 74: Average Vendor Satisfaction Ratings, by Category
Figure 75: Product Satisfaction Ratings, by Customer
Figure 76: Implementation Satisfaction Ratings, by Customer
Figure 77: Professional Services Satisfaction Ratings, by Customer
Figure 78: Training Satisfaction Ratings, by Customer
Figure 79: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 80: System Upgrades Satisfaction Ratings, by Customer
Figure 81: Innovation Satisfaction Ratings, by Customer
Figure 82: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 83: Communication Satisfaction Ratings, by Customer
Figure 84: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
Figure 85: Product Pricing Satisfaction Ratings, by Customer
Figure 86: Overall Vendor Satisfaction Ratings, by Customer
Figure 87: Channels Supported by the CCaaS Vendors
Figure 88: Top 3 – 5 Strengths of the CCaaS Solution
Figure 89: Improvements in the CCaaS Solution
Figure 90: Additional Comments about your Experience with the Vendor and/or Product.
Figure 91.1: Pricing Structure
Figure 91.2: Pricing Structure
Figure 92: Pricing for a 250-Seat CCaaS Solution
Figure 93: Incremental Pricing for WFM, IA, AQM, and Surveying

2023-2024 Contact Center as a Service Product and Market Report

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