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The report examines 11 leading and contending vendors in the CCaaS sector.
January 20, 2023
The 2022-2023 Cloud-Based Contact Center Infrastructure (CBCCI) / Contact Center as a Service (CCaaS) Product and Market Report is a comprehensive analysis of the cloud-based contact center infrastructure solutions market. The report also reviews and assesses competition in this technology.
The report examines 11 leading and contending vendors in the CCaaS sector, providing a detailed analysis of vendors, products, functional capabilities and pricing. It also includes satisfaction survey results for each of the featured vendors.
We recently compiled a list of 20 top CCaaS providers offering products and services via channel partners.
DMG Consulting’s Donna Fluss
Donna Fluss is founder and president of DMG Consulting.
“The CCaaS market is continuing to come on strong and is delivering highly innovative AI-enabled capabilities to help companies deliver an outstanding and personalized customer experience in an increasingly complex digital world,” Fluss said. “There are substantial differences in technology, functionality, reliability, security, operations and support capabilities among the CCaaS solutions in the market. Very importantly, when selecting a contact center solution, customer service matters.”
The Vendor Satisfaction Analysis compiles customer ratings gathered from direct responses to surveys conducted by DMG Consulting across a variety of categories.
UJET earned a perfect score of 5.0 to lead six categories. Some of those were product, implementation, professional services, ongoing service and support. The company also ranked top in ease of doing business with vendor and overall vendor satisfaction.
NICE CXone achieved the top score in five categories, including three perfect scores for professional services, training and system upgrades. 8×8 earned the top score in three categories, including two perfect scores for implementation and product pricing. Five9 also garnered the top score in three categories, with two perfect scores for communication and ease of doing business with the vendor. LiveVox earned a perfect score for ease of doing business with the vendor.
Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.
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