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

Published November 20, 2024

Price: $4,500

The dynamic contact center as a service (CCaaS) market continues to evolve, providing additional value to organizations. Utilization of generative artificial intelligence (GenAI) is the most pervasive trend for the CCaaS market, as it is for most customer experience (CX) IT segments. AI technologies, including GenAI, are being incorporated into the fabric of CCaaS platforms, enhancing these increasingly complex and high-value solutions. The CCaaS market is in the advantageous position of outperforming many other contact center IT sectors, despite the challenge of global macroeconomic and geopolitical uncertainty. When a contact center must limit its IT investments, purchasing an AI-enabled contact center infrastructure solution is often moved to the top of the list as these platforms are considered mission critical.

Detailed and comprehensive coverage of this foremost sector

DMG Consulting’s 2024 – 2025 Contact Center as a Service Product and Market Report examines the CCaaS market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features nine leading and contending vendors: 8×8, Call Center Studio, Diabolocom, Five9, Google, NICE, RingCentral, UJET, and Vonage.

RFP Q&As prospects need to identify and select the right CCaaS solution

DMG Consulting LLC’s Contact Center as a Service Product and Market Report includes detailed side-by-side comparative analyses of 250+ RFP questions and vendor responses to enable end-users seeking a CCaaS solution to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by DMG’s team of leading contact center technology and operations experts during in-depth live product demonstrations.)

The report’s side-by-side analyses compare a wide range of information, including:

Artificial Intelligence (AI) and Generative AI
Omnichannel Routing and Queuing
Outbound
CRM
Recording
Customer-Facing Conversational AI Self-Service
Transcription
Real-Time Guidance/Next-Best-Action Capabilities
Employee-Facing Self-Service
Automated Post-Interaction Summarization
Automated Quality Management
Workforce Engagement Management Capabilities
Security and Compliance Features
Data Center, Backup, Disaster Recovery, and Business Continuity

And much more…

Use DMG’s Contact Center as a Service Product and Market Report as your RFP to select the best CCaaS solution and partner for your organization. DMG can also help you identify the three best vendors to meet your CCaaS needs or even run your technology selection process for you. Contact us to learn more!

Check out two example RFP questions and vendor answers

Executive Summary
Introduction
DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
Contact Center as a Service Functional Overview
CCaaS Market Trends and Challenges
- 5.1 CCaaS Market Trends
- 5.2 CCaaS Market Challenges
CCaaS Market Innovation
- 6.1 New Product Features
- 6.2 Future Enhancements
The Practical Application of AI/GenAI in CCaaS Platforms
The CX Journey
- 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
Augmenting and Automating the Agent Experience
- 9.1 Real-Time Guidance
- 9.2 Agent/Employee-Facing Virtual Assistant (VA)
- 9.3 Automated Post-Interaction Summarization
Oversight, Outcomes, and Optimization
- 10.1 Supervisor Experience
- 10.2 Agent/Employee Experience
- 10.3 Automated Quality Management
- 10.4 Business Intelligence, Analytics, and Reporting
Workforce Engagement Management
Contact Center as a Service Competitive Landscape
- 12.1 Company Snapshot
High-Level CCaaS Technical Analysis
- 13.1 Administration and Provisioning
- 13.2 Security and Compliance
- 13.3 Data Center, Backup, Disaster Recovery, and Business Continuity
Implementation Analysis
- 14.1 Service Level Agreement
Pricing
- 15.1 Pricing Structure
- 15.2 Pricing for a 250-Seat Omnichannel CCaaS Solution
- 15.3 Incremental Pricing
Company Reports
- 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.

Appendix: Contact Center as a Service Vendor Directory

Table of Figures

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

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

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