spark matrix™: contact center as a service, 2021

SPARK Matrix™: Contact Center as a

Service, 2021

Market Insights, Competitive Evaluation, and Vendor Rankings

August 2021

SPARK Matrix™

Copyright 2021 © Quadrant Knowledge Solutions Private Limited

IT Networking

Copyright 2021 © Quadrant Knowledge Solutions Private Limited For Citation, [email protected]

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SPARK Matrix™: Contact Center as a Service, 2021

Executive Overview ........................................................................................................................ 3

Key Research Findings .............................................................................................................. 3

Market Definition and Overview ................................................................................................... 5

Competitive Landscape and Analysis ....................................................................................... 15

Competitive Differentiators ......................................................................................................... 18

Future of Contact Center as a Service (CCaaS) ..................................................................... 20

SPARK Matrix™: Strategic Performance Assessment and Ranking ..................................... 22

Vendors Profile ............................................................................................................................. 25

Research Methodologies ............................................................................................................. 63

Table of Contents


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Executive Overview

This research includes a detailed analysis of the global contact center as a service

(CCaaS) market dynamic. It offers major trends, vendor landscape, and competitive

positioning analysis. The study provides ranking of the leading CCaaS vendors

through the proprietary SPARK Matrix. It aims to provide strategic information for

technology vendors to enhance their understanding of the market and support their

growth strategies by evaluating different vendors' capabilities, competitive

differentiation, and market position.

Key Research Findings

Followings are the key research findings:

Market Drivers and Trends:

By assessing the impact of the COVID-19 pandemic, Quadrant Knowledge Solutions

has revised the growth estimates and market forecast for the global CCaaS market.

The CCaaS market is expected to grow significantly in the next five to six years since

most industry verticals are focusing on digital transformation and customer

satisfaction through automated application offerings. Quadrant’s analysts believe that

CCaaS is mainly satisfying the increasing needs of organizations to improve customer

experience and to reduce the enterprise operational cost.

On a global scale, the CCaaS market is growing rapidly. It is estimated to grow more

significantly as companies are transforming their enterprise operations digitally thus

catering to increasing demand and usage of online channels to purchase goods and

services are striving to meet the customers' needs. The primary growth driver for an

increased demand for CCaaS is ever-growing need of monitoring tools for IT

operations, recovery, and backup of data, help desk solutions, and security for

enterprise data. The CCaaS is easily accessible to large, mid, and small organizations

with a reduced cost barrier of entering the market. The above-mentioned trends are

expected to play a crucial role in improving the penetration rate and overall market

growth of CCaaS software.

Technology Trends:

The extended lockdowns have significantly impacted the technology investments in

2020 by public governing bodies globally and the continued uncertainty around the

COVID-19 situation. The CCaaS vendors provide a platform that offers

inbound/outbound capability, omnichannel support, customer engagement tools,

interactive voice response (IVR), and automatic call distribution (ACD). The CCaaS

offering extends the platform's capabilities by promoting reporting and analytics, as


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that helps to identify trends, impacts, causes, and analyse results from multiple

customer data sources.

CCaaS market observes a significant growth in the future because of innovative

automation and artificial intelligence (AI) tools, which mainly perform intellectual tasks

like decision-making, problem-solving, understanding human communications, smart

call routing, multichannel support, self-service, agent assistance, and perception. In

addition, market also sees significant growth because of offering client complaint

management tools that help automate the process of complaint management and

streamline the customer complaint lifecycle. Moreover, the vendors offer advanced

technological trends such as gamification and voice over internet protocol (VoIP). This

protocol enables companies to provide rewards and centralize platforms respectively

for agents. Additionally, the technological trends are driven by the promising growth

opportunities and growing competition, CCaaS vendors are looking at delivering use-

case specific or industry-specific capabilities for improved customer ownership

experience like conversational AI, insightful analytics, and visual engagement tools.

Competition Dynamics & Trends:

NICE, Genesys, Five9, Talkdesk, Odigo are the top performers and technology leaders

in the 2021 SPARK Matrix analysis of the global CCaaS market. Further, these vendors

provide a comprehensive technology platform with automated and integrated

technology with CCaaS functionality.

The study also includes other major vendors, including 8x8, Alvaria, Amazon Web

Service, Avaya, Bright Pattern, Cloud Talk, Content Guru, C-Zentrix, Dialpad,

Enghouse Interactive, Evolve IP, Lifesize, Puzzel, Telia ACE, Vocal com, Vonage, and

Worldline Contact


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Market Definition and Overview

Quadrant Knowledge Solutions defines “the contact center as a service (CCaaS) that

combines the principle of contact center hosting and cloud-based contact center

infrastructure. Moreover, CCaaS enables companies to enlist a pay-as-you-go model

to get the resources as per their requirement, such that the companies fulfill the need

for a multi-channel approach designed for both employee experience and customer

service purposes. These approaches mainly hold various features such as automatic

call distribution (ACD), interactive voice response (IVR), email, text, chats, social

media channels, computer telephony integration, and quality management - all

delivered and maintained by a single cloud provider.”

CCaaS enables companies to opt for the pay-as-you-go model for the facilities they

need to use, which helps to reduce software and hardware costs and pay less for the

assets required by the company. Additionally, the operator or the vendor who owns

and operates the infrastructure makes all the facilities available for the company on

monthly subscriptions. Furthermore, the CCaaS vendors offer a contact center

management framework that combines contact center hosting and cloud-based

contact center infrastructure.

CCaaS primarily helps to improve both employee experience and customer

experience by providing preferred communication channels, including live chats,

emails, voice calls, and social media. It also allows seamless integration into a unified

platform that promotes information tracking from various channels. Additionally, the

CCaaS offers all critical customer information such as previous purchases, billing

history, behavioral, demographic, and location data on a single interface for agents or

employees, helping in saving time while improving the customer experience.

CCaaS also provides significant cost savings as it requires low upfront investments,

low power costs and provides reduced IT staffing, streamlined billing, and reduced

downtime. Also, companies may use software subscriptions (SaaS) and rent hardware

assets from the provider instead of owning the assets. CCaaS allows organizations to

meet their business needs and customer demands regarding reliability, scalability,

and flexibility. Additionally, an improved business intelligence tool is also provided by

CCaaS, which enables tracking the number of abandoned calls, record and review

calls, monitor, and automatically adjust caller queues and voice responses on popups.

The collection and analysis of contact center data thus plays an integral role in

improving the interaction between customers and agents.

Some of the major CCaaS functionalities include inbound and outbound capabilities,

omnichannel support, customer engagement, interactive voice response (IVR) and

automatic call distribution (ACD), workforce management and optimization, reporting


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and analytics, automation, and artificial intelligence (AI). The following is the

description of each CCaaS functionality:

Inbound and Outbound Capabilities: The inbound call capability allows contact

center representatives to take calls from new or existing customers to resolve

their queries or concerns, while the outbound calls are usually sales-oriented

calls from agents or employees. Additionally, the contact centers vendors are

providing capabilities to handle inbound customer interactions and provide

agents with predictive dialers to conduct proactive outreach to customers,

which are called outbound solutions. Thus, modern predictive dialers allow

sales and customer service agents to achieve a higher connect rate and

eliminate the unpredicted pause, which is found common amongst the

outbound solutions.

Omnichannel Support and customer engagement: The CCaaS vendors are

also offering omnichannel capability that allows customers to communicate via

text, voice calls, IVR, ACD, and social media. Thus, the CCaaS also provides

greater insight into customer behaviors, record tailored experience, and allows

to view each customer’s entire history to drive contact center efficiencies,

customer satisfaction, and brand loyalty. Efficient customer engagement can

be done by streamlining and simplifying interconnected workloads, repeatable

tasks, and operations. CCaaS helps to coordinate, and manage complex

systems, middleware, and services in the organization's environment. Vendors

are offering customer engagement feature, that allows interacting with the

customers and prospects on their preferred channels without any silos.

Additionally, it lets customers reach out enterprise customer service

department using email, voice calls, video chat, social media.

Interactive Voice Response (IVR) & Automatic Call Distribution (ACD): An

effective IVR can avoid hold time, help a customer find correct answers, and

perform simple tasks by themselves. The vendors are offering effective IVR in

contact centers with voice-enabled support, and thus human experience is

enhanced by providing a natural touch. The IVR also asks callers relevant

queries based on historical customer data and knowledge. An effective call

distribution facility routes calls directly to agents irrespective of work location

and provides customers with an enriching experience. The benefits of

implementing ACD are increased team efficiency, immediate response to the

caller, flawless routing of calls, resource optimization, and reduction of call

center costs.

Workforce Management and Optimization: The workforce management

optimization (WFO) strategy begins when customer interact with an (IVR)

interactive voice response system which is mainly designed by keeping the


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end-user needs in mind to get information as quickly as possible without

involving an agent. However, if it became necessary to send a contact to live

agent, the organization can opt for an (ACD) automatic call distribution system.

Moreover, it helps to ensure that the customer is sent to the person who can

handle the request quickly. Hence, the WFO contact center can ensure that it

can use its available human resources and automatic agents who have proper

tools and understanding which can easily handle customer issues.

Reporting and Analytics: CCaaS offers reporting and analytics capability that

offers analysis of multiple customer-related data from various sources to

identify the customer trends, interactions, and opportunities. The data source

can be historical or predictive and includes the voice of the customer,

demographic, behavioral data, and purchase data. This provides organization

with actionable insights to positively impact on the business outcomes. CCaaS

offers single point reporting by analyzing data from all touchpoints. Moreover,

through the reporting and analysis capability, CCaaS helps improve

organizations’ insight and visibility by capturing 360-degree view of customer

interaction, improve customer experience and conversion rates.

Automation and Artificial Intelligence: Artificial intelligence and automation in

CCaaS enable the system to perform intellectual tasks like decision making,

problem-solving, understanding human communications, and perception. The

AI capability improves interaction routine by directing customer contacts more

efficiently via automatic call distribution (ACD), interactive voice response

(IVR), and a similar system for digital channels. Additionally, intuitive

technology also helps to eliminate mundane tasks and speeds up resolutions

of customer issues for better business outcomes. It also provides self-service,

agent-assisted, and fully automated alerts. Additionally, AI smart call routing

enables agents to determine services that best fit client’s profiles according to

their communication history.


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The Indispensable Role of Contact Center as a Service in Improving Customer Experience

The CCaaS helps the organizations to deliver effective employees and customers

experience with its robust features like automation and embedded emerging

technologies.

Automated customer experience offers out-of-the-box templates for agents to

establish key performance indicators, define measurable goals, promote best

practices, and track performance to guide the customer, from one stage to another.

The integration with emerging technologies like AI and big data analytics enables

organizations to collect and analyze large amount of contextual data for automating

the overall organizations business intelligence capability. The CCaaS also detect risk

to reduce customer churn and enables customer retention with the help of AI by

automating the detection of disappearance and risk warning signs. It also allows

attaining visibility into the customer signal and critical events that detect a customer

churn with CCaaS detection tools.

Structuring Customers' Success Team with CCaaS

CCaaS enables to assess the target market and track customer segments in terms of

favourable and unfavourable customer feedback. It helps to reach out to customers

to gain insights into their sentiments and reasons behind the success and failure of

the product and service. Following this, the CCaaS tools map trends of both the

segments and build the product or service that the customer is looking for. By

deploying survey at each stage of the customer lifecycle improves customer

satisfaction, helps to gather information, and helps them to retain customers in the

future. With the increase in customer base, organizations can prioritize customer

feedback in all areas.

The CCaaS help teams to develop scalable customer success features through AI and

helps in automating daily tasks and functions rather than taking the time to perform

menial tasks. Also, customer service tools can save the team’s success valuable time

and expand their bandwidth. It also provides a self-service resource to the

organizations to quickly get in touch with the customers and provide simple answers

with a click on chatbots. It also provides a customer success report card that mainly

includes relevant qualitative feedback, process update, relevant product change, and

KPIs. This information is just as valuable as it empowers the team to learn from past

errors and help them to use time-tested best practices.


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Enterprise CRM Integration with CCaaS Software

With the increase in technology, multiple communication channels and devices are

integrated and linked into one platform to provide a coherent and channel-less

experience. The CRM integration with CCaaS provides agility and dependability and

helps businesses to better organize and access customer data. Also, CRM

concentrates on interaction with customers through service-related issues, direct and

indirect sales, forecasting, and customer behavior analysis. Organizations must

therefore use dependable contact center solutions that integrate with their CRM

software. The integration of a CRM with CCaaS software thus results in benefits for

customers and contact center agents alike.


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Transformation of the Contact Center as a Service

The evolution of CCaaS technology is done by the invention of automatic call

distributor (ACD) technology and toll-free contact numbers. Furthermore, with the

invention of social media, this platform offers omnichannel communication to

customers with various options. These options include phone, email, chat, text, social

media, and mobile apps for contacting brands and businesses.

Additionally, the CCaaS software vendors are also evolving in offering technology

such as connecting to cloud-based applications, since that enables call center office

agents to work remotely, track customer journey mapping, and deliver a better

request resolving experience. Such services are mainly built to solve the customer

queries, secure storage and access of customer data, interactive voice response

(IVR), and automatic call distribution (ACD) to meet the business requirement in

winning customers' loyalty and retention.

Figure: Transformation of the Contact Center as a Service


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Future Developments: CCaaS vendors are continuously transforming their

solutions with advanced technologies.

• Artificial Intelligence: AI has allowed vendors to make it possible and utilize

human capabilities into software through machine learning and natural

language processing (NLP). This helps determine the service best fit the

client’s expectations based on historical data. Further, the vendors also

offer AI-powered multichannel support for the customers based on their

communication channel choices.

• Encourage Self-Service Tools: Customers' demand for self-service tools

can be predicted to increase the offering of self-reliant channels such as

live chats and chatbots. Most of the vendors offer live chat tools, which is

the leading contact method for online customers. Rather than directly

contacting the call centers to get their issues resolved, the self-servicing

tools provide convenience and rapid response to the customer's queries

and is mostly preferred to save time. This is mainly because the customers

are directly connected to the live agents over chat when the chatbots

cannot answer their specific queries in real-time.

• Cloud Migration: One of the advantages of migrating CCaaS to the cloud

is that it will enable remote agents to engage with the customers in the

same way they did physically in call centers. Migration to the cloud also

enables the business to have access to the requisite software which

provides customer service by utilizing the internet as a service platform.

Furthermore, it provides outbound campaigning, managing users, and gain

statistics for customer retention. In addition to that, cloud migration also

cuts costs, provides flexibility, and offers data security such as data theft

or damage to the data center.

• Omnichannel: With increased customer expectations for seamless

communication, the vendors are now offering omnichannel capability with

their platform. The brands have opted for omnichannel capability to

provide a uniform customer experience by capitalizing on channels such

as SMS, text, social media, email, and others. The omnichannel customer

engagement strategy also enables the company to retain customers and

offers them effective communication. Further, these effective

communications are performed through change management activities,

advanced journey mapping, and the application of analytics.

• Video Capability: Vendors are recently offering various features like video

capability under CCaaS software. Moreover, the video capability function

helps increase effective communication between the internal employees

and companies interacting with customers. As the technology grows


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rapidly, the vendors are now immersing 5G technology and AR and VR

interaction into the CCaaS video capability to develop better customer

interaction.

• Empowering Agents with Automation: With the onset of the COVID-19

pandemic, the employees are working remotely and are delivering their

best with little resources. However, the CCaaS is rapidly shifting to the

cloud, helping to ensure a secured and productive environment for the

agents to keep track of internal and external communications. Moreover,

the main intention of performing this function is to improve the workflow in

the future contact center. Vendors should provide a capability that can

enable agents to extract customer information in real-time with the

dashboard to get the reporting and insights of the customer journey

quickly. Agents can easily assist the tools providing the best

recommendations in the customer engagement process.

Customer Experience and Expectations from Contact Center as a Service:

To improve customer experience, vendors are focusing on introducing a better

IVR feature that can connect to the right agent at the right time. The feature

also offers enhanced routing capability and call-back tools, allowing agents to

leave a call to the customers with solutions. Even when the vendors invest in

AI tools, analytical capability, and out-of-the-box self-service tools, customer

expectations increase day by day. Organizations are now working towards

retaining customers by offering an enhanced customer experience solution

and gaining digital transformation. These solutions include seamless

integration with multichannel devices, quick problem resolution, flexibility, UI

requirement, and agent availability. Along with some of the features that a

customer is expecting from CCaaS vendors. Some of the advanced

technology that a customer is expecting from brands are as follows:

• Seamless integration with omnichannel service

• Call recording and management systems for future reference

• Virtual assistants and Artificial Intelligence

• Intelligent IVR and Call routing

• CRM integrations with CCaaS software.


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Building Business Communication Use Cases with CCaaS

By leveraging CCaaS into customer engagement, the tools of a company can have

satisfied clients, hold better word of mouth, and improve their revenue. Additionally,

CCaaS software combines the benefits of a contact center and the flexibility,

scalability, security and reduces the cost of availability on the cloud. All companies

from small to large scale needs a contact center to engage and retain their audience

regularly.

Furthermore, the CCaaS also helps ensure that the customer engagement team can

answer all clients' questions and reach out to them with omnichannel services rather

than just phone calls. Furthermore, one of the reliable advantages that a cloud contact

center offers is that of the company can add or remove any feature from the contact

centers, making them adaptable, affordable, and ready to deliver the latest customer

engagement tools.

AI-based Forecasting: The CCaaS vendors utilize AI to analyze vast

quantities of data by identifying the pattern and making predictions. The

vendors are offering AI to effectively predict historical data by identifying

the best algorithm for a specific situation and decision-making. In addition

to that, AI makes forecasting more accurate by allowing agents to utilize

the best algorithm and meet business and customer needs.

Virtual Agent Assistant: The CCaaS offers virtual assistance such as

chatbots and virtual agents. The virtual agent assistance enables

companies to connect with prospective customers in less required time.

The chatbots work on a user-configured rule which offers two to three

options to resolve customer issues. Moreover, the virtual agent uses AI,

ML, and NLP, which understands human speech and offers agents capable

of handling more complex interaction. The virtual agents are being used

successfully in multiple channels, including voice, chat, and messaging

apps, to enhance customer experience.

Real-time System Monitoring: The customer engagement team knows the

importance of real-time visibility in today’s remote working environment.

The system monitoring use cases provide insights to the team members

for continuous improvements in contact center operation and easily

respond to shifting conditions while offering the best customer service.

Support Speech Analytics: It becomes difficult to map complex customer

journeys through an omnichannel offering with increased communication

channels. The vendors are offering speech analytics tools to review call


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transcripts, agent performance and track the customer journey, especially

to understand the areas of improvement. The speech analytics use case

offers in-depth insights needed to improve every interaction regardless of

communication channels. Hence, the tool helps team members develop

strategies for customer communication, which are provided by digital self-

service, matching customers with the right agent, identifying agent

guidance, and real-time automation opportunities.

Debt Collection: The contact center vendors are offering debt collection

use cases for, especially BFSI industries. The tool enables the company to

utilize outbound calling for debt recovery by reminder calls and payment

collection calls. Additionally, the tool also offers smart conversational

design of voice-bots, live agents, and conference calls—moreover, that

associates to bring a great level of automation in customer experience.

Lead Generation: One of the relevant use cases of call centers is lead

generation, mainly performed through both inbound and outbound

techniques. The tools enable them to easily segregate the list and set up

reminder calls if needed, allowing agents to work on relevant leads and

save a lot of time by utilizing AI-powered chatbots.

Automatic Data Entry and Collection: Traditionally, the call center agents

have to manually input all the customer information into excel for

maintaining a future conversation with the customers. This multitasking

makes agents overwhelmed and increases the risk of losing data, making

mistakes in data input, and mishandling the calls. However, the cloud

CCaaS offers AI automated data collection and entry to boost employee

performance and revenue for optimum results.

Decrease Call Abandonment: The companies are now focusing on

reducing call abandonment by adding more agents while reducing high

costs to the company. However, the vendors are offering contact center

automation use cases to minimize call deflection and call-back requests. It

provides an automatic reminder to call back for the inbound callers and

resolve their issues through multi-channels. It also allows deflecting the call

to visual IVR, a self-service portal to solve their issues rapidly.

Virtual Call Analysis: The virtual call analysis use case offers a regular

analysis activity to check the quality of the calls, such as complete

coverage. The tool uses an AI-powered model to bring deep insights into

calls quality, agents’ response, empathy, client resolution, and objective.

Additionally, the virtual analysis can be done for non-voice interactions like

email, chats, and SMS.


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Competitive Landscape and Analysis

Quadrant Knowledge Solutions conducted an in-depth analysis of the major CCaaS

vendors by evaluating their products, market presence, and value proposition. The

evaluation was based on primary research with expert interviews, analysis of use

cases, and Quadrant's internal analysis of the overall CCaaS software market. This

study mainly includes an analysis of various key vendors, which are as follows: NICE,

Genesys, Five9, Talkdesk, Odigo, Content Guru, 8x8, Telia ACE, Dialpad, Alvaria,

Bright Pattern, Enghouse Interactive, Amazon Web Service, Vocalcom, Vonage,

Avaya, Lifesize, Worldline Contact, Evolve IP, Puzzel, C-Zentrix, and CloudTalk.

The CCaaS market has shown tremendous growth with capabilities such as

inbound/outbound calls, omnichannel support, and streamlined customer

engagement. It includes interactive voice response, automatic call distribution,

workforce management and optimization, analytical reporting, AI, ML, NLP

automation, and many others. The CCaaS software allows large and medium-size

organizations to utilize cloud-based infrastructure models allowing companies to use

hardware/software facilities on a subscription basis from the vendors. The contact

center software has been extensively used by the financial service & banking sector,

the government & public sector, healthcare & life science, non-profit fundraising, and

sales & business process outsource sectors. Furthermore, the agent assistance and

customization offerings promote employee experience and a sense of ownership in

the client engagement process.

NICE, Genesys, Talkdesk, and Five9 are the top performers in the contact center as a

service market, and they have been positioned as the top four technology leaders.

NICE CXone contact center solution offers a holistic approach to improve both agent

and customer experiences and helps organizations of all sizes to remain agile and

resilient as per the increasing digital landscape. Whereas Genesys CloudCX provides

an all-in-one cloud contact center providing comprehensive cloud and AI technology,

connecting customers across marketing, sales, and service on any channel while

improving employee experiences. Furthermore, Five9 continues to offer pre-built

CRM adaptors, UC integrations, along with cloud APIs and SDKs. The Talkdesk CX

Cloud™'s contact center solution ensures that businesses deliver better customer

experiences by translating actionable plans with recommendations and investment

analysis.

Furthermore, Odigo delivers a contact center as a service software that helps

organizations connect with their customers via any channel that is easy to integrate.

Content Guru offers cloud customer engagement and experience solutions helping in

streamlining customer communications and providing a unified communications

estate on the everyday functions by centralizing all information in one location.

Further, the 8x8 contact center delivers a single platform for cloud-native contact


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center, voice, team chat, meetings, and embeddable communications which takes

place mainly on platforms like Microsoft Teams and Salesforce. Telia ACE offers all

the necessary features for delivering an effective online customer meeting, from smart

FAQ and chatbot to live video.

Amongst the other vendors, the company Dialpad provides a reliable, integrated,

smart, and global connection, especially to connect customers and agents from any

corner of the world integrated with AI tools across every employee and customer

experience to get real-time transcriptions, live agent coaching, and sentiment analysis.

Further, Alvaria is a leading provider contact center as a service founded by the

merger of Aspect Software and Noble Systems. Bright Pattern’s contact center mainly

helps to streamline with a single unified architecture that manages all channels

natively while maintaining context while having consistent CRM integration with

Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, and Oracle Service

Cloud. Enghouse Interactive contact center solution delivers customers engagement

solutions that is built across all channels, providing personalized experiences at scale

and making contact center solutions for organizations.

On the other hand, the Amazon web services contact center solution offers extensive

API integrations and graphical user interface capability to deliver enhanced customer

service requirements. Vocalcom provides Hermes360 a contact center with

continuous innovation in the areas of customer services and sales. Avaya OneCloud

CCaaS delivers a seamless experience across all devices and touchpoints with self-

service options for customers to employee tools like proactive outreach, virtual

assistants, biometrics, and more. Vonage offers a contact center solution

incorporating UCaaS and CPaaS capability to meet the needs of all communications

requirements of customers.

Lifesize offers CxEngage for high volume inbound/outbound calling capability

enabling the organization to meet its customer’s needs. Evolve IP provides a contact

center solution that allows organizations to collaborate with other customer

engagement tools such as Microsoft Teams because such teams offer deeper

capability integration. Worldline offers an autonomous contact center solution that

helps to manage customers by providing a large range of customer payment solutions.

Puzzel Platform consists of a fully integrated omnichannel and artificial intelligence-

enabled contact center solution for organizations. Further, C-Zentrix offers a hybrid

cloud contact center solution that serves the B2C segment and small businesses.

CloudTalk integrates existing helpdesk, e-commerce, CRM solutions, international

phone numbers to make work more efficient and boost customer satisfaction.

The contact center as a service software market surely has several strong contenders.

With continuously evolving global technology scenarios, faster adoption rates, and

compelling developments happening round the clock, the vendors need to also keep


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up with the evolving requirements and business needs. Ultimately, any solution that

eases the burden of agents and increases their productivity always brings the

maximum value to the table. Hence, the vendors could make the best use of the

current situation for innovating & establishing themselves further.


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Competitive Differentiators

While most CCaaS vendors provide comprehensive functionalities to support various

use cases, their technology and customer value proposition may differ based on the

customer size, industry vertical, geographical markets, and organization-specific

requirements. The digital environment is continuously transforming, requiring vendors

to expand their R&D budget and continuously enhance their platform’s value

proposition to ensure future market needs. Users should partner with CCaaS vendors

with robust technology strategy and roadmap for improving their platform features &

functionalities, product strategy, and alignment with emerging transformational trends.

The vendor's ability to accommodate emerging technology trends, including efficient

remote workforce, democratization, evaluation, analysis & scoring, unified customer

view, and complaint management tools, are increasingly becoming key differentiators

for selecting CCaaS. Some of the key competitive factors and technology

differentiators for the CCaaS include:

Remote Workforce: The COVID-19 pandemic crisis served as an opportunity

for organizations’ contact center leaders to adopt work from home. The CCaaS

vendors offer scheduling, monitoring, and training for the agents to get

accustomed to the new work environment. The vendors also provide tools for

the remote workforce such as AI recommendation, assistance, automatic data

collection and entry, security and governance, and cloud offering. It helps

agents and contact center leaders strategically deliver long-term benefits for

business continuity, cost reduction, margin realization while improving

customer and employee experiences.

Democratization: The leading CCaaS vendors are democratizing the contact

center that is easily accessible to large, mid, and small-size organizations with

a reduced cost barrier to entry. Further, the organizations are also quickly

shifting from on-premises solutions to the cloud contact center. Additionally,

the cloud offerings also enable flexibility to all organization sizes for scaling up

and down according to their requirements. The modern CCaaS vendors are

offering their services on the pay-as-you-go model for hardware and software

infrastructure, which again helps in reducing the cost and has increased the

enhancement of the customer experiences.

Collaboration Between Resellers: In a highly competitive landscape, the

vendors focus on collaborating and building a good relationship with their

resellers, partners, and integrators. A multi-vendor environment sometimes

leads to confusion and disruption in offering service, especially in the limited

deployment environment for the resellers and partners. But with the cloud

contact center, it became a platform that provides a flexible deployment

environment. Additionally, the buyers are thoroughly evaluating the vendors'


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relationship with resellers based on technological capabilities, compliance

accreditations, and compliance standards.

Analysis, Scoring, and Evaluation: The powerful AI-driven analytics enables

organizations to effectively drive sales and customer loyalty rather than relying

on supervisor skills for efficient workflow. Organizations obtain immersive

feedback through the conversion and management of data from contact

interfaces and call recordings. The vendors offer analytical programs that

enable businesses to build a statistical dashboard, present data, a user

interface for agents to have real-time updates into customer experiences. The

dashboard also includes speech and sentiments analytics, customer

conversation, automated coaching, AI-driven suggestions, gamification, and

alerts for supervisors from team members.

Unified Customer View: The vendors are offering a 360-degree view of their

customer portfolio with options for integration. The recent advancement is

enabling contact centers to move away from traditional methods of data

collection via telephonic conversations and allow data aggregation from

various channels. Organizations can integrate the software with the enterprise

CRM to get a unified view of the customers. Furthermore, the vendors also

offer contact center integration with team collaboration tools and marketing

platforms such as Microsoft Teams, Slack, MailChimp to extend cloud contact

center capabilities.

Complaint Management Tools: The tools are simple and effective in managing

customer complaints and providing solutions with features such as customer

support telephony and ticketing systems, history management, audit logs, SLA

management, skilled-based routing, reporting, and analytics. Additionally, the

vendors provide a simple user interface that can quickly identify and manage

customer grievances and allow the team to take corrective actions. It also

provides a virtual room meeting where the customers can meet customer

support executives. The vendors are offering complaint lifecycle management

tools to all enterprises irrespective of their sizes and customer impact. Lastly,

the complaint management tools offered by CCaaS vendors are easily scalable

to improve the overall productivity of the customer engagement teams.


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Future of Contact Center as a Service (CCaaS)

With the onset of digital transformation and a surge of remote working to automate

and enhance the customer and user experience, CCaaS has gained much attention.

It enables organizations to opt for the software/hardware resources and cloud

availability that they require from the vendor. Moreover, tools such as call, screen, text

communication recording, workforce management, real-time speech analytics, and

call billing & reporting help organizations to gain benefits. Additionally, the vendors

are offering built-in quality assurance, allowing a call center to proactively monitor

customer interactions while using best practices to gain insights for improvement and

provide remediation and training to the agents. In such a case, it becomes imperative

for the global CCaaS vendors to understand the pulse of the current market and

estimate the future requirements well in advance.

CCaaS vendors are focusing on offering continuous automation, increased

engagement with analytics, data storage, and adoption of digital solutions. With

advancements in technology, the vendors provide inbound/outbound calls,

omnichannel support, multichannel availability, and automatic call distribution. The

companies are also enhancing AI-powered chatbots, in-app customer support,

enterprise functionality, and cloud-first architecture. The vendors are continuously

focusing on delivering a wide variety of user experience solutions and more

deployment options, by interconnecting complex tasks to enterprise teams, AI-based

assistance and recommendations, and workflow optimization. It also includes AI

forecasting, speech analytics, lead generation, virtual quality analysis, reduces calls,

and chat abandonment. Furthermore, technology like pulse real-time monitor

effectively allows monitoring business operations, which are carried out by the person

who manages both updated and accurate information. The companies are also

offering proactive web to meet customers online and quickly offer responses to their

questions.

On the other hand, vendors are also focusing on implementing new innovative

technologies into CCaaS to meet business and customers’ requirements. It mainly

includes transforming from multichannel support to omnichannel solutions,

automation with artificial intelligence, machine learning, and natural language

processing capabilities. Additionally, the companies continue to deliver more video

telephony experiences through expanding user experience with other touchpoints

such as AR/VR. It also offers a business phone feature that allows cloud PBX for

businesses of all sizes. Finally, the companies are moving towards providing cloud-

based contact centers, system monitoring, security, automatic data collection, and

recording in CCaaS.

CCaaS vendors are focusing on a highly collaborative work environment with the

integrated employee (EX) and customer experience (CX) solutions. Moreover, these


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platforms enable contact center agents to rapidly shift to the hybrid working

environment, increasing flexibility with expanding the workforce, better resource

access, and increased customer engagement with analytics. The companies are also

benefitted from cost reduction by leveraging the cloud option, while remote working

support and self-service options eliminate agents' engagement time and bring sales

and services together. The CCaaS software market is poised to grow at an increasing

rate, especially in the wake of the pandemic situation. Organizations tend to rely more

on vendors for support and to lessen their burden of the cumbersome user

engagement and marketing activities and stay ahead in the curve in the future.


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SPARK Matrix™: Strategic Performance Assessment and Ranking

Quadrant Knowledge Solutions’ SPARK Matrix provides a snapshot of the market

positioning of the key market participants. SPARK Matrix provides a visual

representation of market participants and provides strategic insights on how each

supplier ranks related to their competitors, concerning various performance

parameters based on the category of technology excellence and customer impact.

Quadrant's Competitive Landscape Analysis is a useful planning guide for strategic

decision making, such as finding M&A prospects, partnership, geographical

expansion, portfolio expansion, and similar others.

Each market participants are analyzed against several parameters of Technology

Excellence and Customer Impact. In each of the parameters (see charts), an index is

assigned to each supplier from 1 (lowest) to 10 (highest). These ratings are designated

to each market participant based on the research findings. Based on the individual

participant ratings, X and Y coordinate values are calculated. These coordinates are

finally used to make SPARK Matrix.

Evaluation Criteria: Technology Excellence

The sophistication of Technology: The ability to provide comprehensive

functional capabilities and product features, technology innovations,

product/platform architecture, and such others

Competitive Differentiation Strategy: The ability to differentiate from

competitors through functional capabilities and/or innovations and/or GTM

strategy, customer value proposition, and such others.

Application Diversity: The ability to demonstrate product deployment for a

range of industry verticals and/or multiple use cases.


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Scalability: The ability to demonstrate that the solution supports enterprise-

grade scalability along with customer case examples.

Integration & Interoperability: The ability to offer product and technology

platform that supports integration with multiple best-of-breed technologies,

provides prebuilt out-of-the-box integrations, and open API support and

services.

Vision & Roadmap: Evaluation of the vendor's product strategy and roadmap

with the analysis of key planned enhancements to offer superior

products/technology and improve the customer ownership experience.

Evaluation Criteria: Customer Impact

Product Strategy & Performance: Evaluation of multiple aspects of product

strategy and performance in terms of product availability, price to performance

ratio, excellence in GTM strategy, and other product-specific parameters.

Market Presence: The ability to demonstrate revenue, client base, and market

growth along with a presence in various geographical regions and industry

verticals.

Proven Record: Evaluation of the existing client base from SMB, mid-market

and large enterprise segment, growth rate, and analysis of the customer case

studies.

Ease of Deployment & Use: The ability to provide superior deployment

experience to clients supporting flexible deployment or demonstrate superior

purchase, implementation, and usage experience. Additionally, vendors'

products are analyzed to offer a user-friendly UI and ownership experience.

Customer Service Excellence: The ability to demonstrate vendors capability to

provide a range of professional services from consulting, training, and support.

Additionally, the company's service partner strategy or system integration

capability across geographical regions is also considered.

Unique Value Proposition: The ability to demonstrate unique differentiators

driven by ongoing industry trends, industry convergence, technology

innovation, and such others.


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SPARK Matrix™: Contact Center as a Service Software Market Strategic Performance Assessment and Ranking

Figure: 2021 SPARK Matrix™

(Strategic Performance Assessment and Ranking)

Contact Center as a Service Market


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Vendors Profile

Following are the profiles of the leading CCaaS software vendors with a global impact.

The following vendor profiles are written based on the information provided by the

vendor's executives as part of the research process. Quadrant research team has also

referred to the company's website, whitepapers, blogs, and other sources for writing

the profile. A detailed vendor profile and analysis of all the vendors, along with various

competitive scenarios, are available as a custom research deliverable to our clients.

Users are advised to directly speak to respective vendors for a more comprehensive

understanding of their technology capabilities. Users are advised to consult Quadrant

Knowledge Solutions before making any purchase decisions, regarding CCaaS

software and vendor selection based on research findings included in this research

service.


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NICE

URL: http://www.NICEincontact.com

NICE offers CXone-its cloud-native customer experience platform that enables CXone

customers to self-select innovative products and extend the CXone solutions every day

that will positively impact business outcomes. Additionally, CXone offers comprehensive

capabilities - including customer analytics, omnichannel routing, workforce engagement,

open cloud foundation, AI, and automation, amongst others.

CXone cloud contact center solution offers customer analytics features enabling users

to create a data-driven culture to make better decisions. Besides, this also provides tools

such as contact center analytics, interaction analytics, performance analytics, reporting,

and customer survey. Additionally, the company provides intelligent omnichannel routing

to deliver a better customer journey across any channel of their choice - such as voice,

chat, social, and self-service, amongst others. Moreover, the omnichannel routing also

offers tools such as automatic contact distribution (ACD), interactive voice response

(IVR), interaction channel, predictive dialer, and AI routing. Further it describes agent

experience capabilities - to make every conversation personal and efficient virtually

across any channel.

CXone contact center solutions also offer workforce engagement management features

for agents to have powerful tools at their fingertips and deliver a long-lasting customer

experience. In fact, it also provides instant visibility into performance and focuses on

schedule, faster work, transparency, and a more collaborative environment. The feature

offers tools such as workforce management, quality management analytics, contact

recording, and performance management. These features help to gain real-time data,

make accurate forecasts, and have fully integrated technology that can deliver a

consistent customer experience with an optimized workforce.

The company’s automation and AI capability simplify service delivery by eliminating

mundane tasks. Such automation brought into the picture helps to resolve the issues in

a faster way and helps in delivering a better customer experience. The AI-driven

intelligent bots and virtual agents act as an extended workforce that helps customers find

answers more quickly and move effortlessly by utilizing self-service and live agent

support. Further, this feature also offers tools such as self-service AI chatbots, real-time

interaction guidance, customer authentication, and workforce intelligence. Furthermore,

these features offer the right information at the right time for improving the better

customer experience.

CXone is built on an open cloud foundation that provides innovation through an

extensible, enterprise-grade platform that scales securely, deploys quickly, and offers

services to customers globally. It also offers seamless customizations and prebuilt

integration through a reliable, secure, and flexible open cloud offering. Additionally, the

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company also offers seamless CRM integration, UCaaS integration, CXexchange

marketplace, RESTful APIs, voice as a service (VaaS), and is secure with FedRAMP-

compliance.

Analyst Perspective

Following is the analysis of NICE’s capabilities in the Contact Center as a Service solution

market:

NICE CXone contact center solution mainly offers a holistic approach of improving

both agent and customer experiences. Moreover, it also helping modernize

organizations of all sizes and allowing them to remain agile and resilient in today’s

increasingly digital landscape. The company also offers comprehensive digital-first

omnichannel capabilities in the Contact Center as a Service market. Moreover, it is

found as the first platform that unifies best-in-class omnichannel routing, analytics,

workforce optimization, automation, and artificial intelligence on an open cloud

foundation. The company also offers integration with RESTful APIs and the DEVone

developer program, which provides reliability, security, and flexibility needed to scale

and innovate easily.

Some of the key differentiators for CXone contact center as service solution mainly

include CXone Fast Start, formerly CXone@home, -a free, no obligation offers to help

companies transition to cloud contact center. Fast Start also supports organizations

that are still using on-premises infrastructure in the transition of their workforce to

work-from-home. It also provides enhanced remote workforce agility & agent

engagement feature through a business intelligence model. Additionally, the company

enables real-time monitoring of digital channels, scheduling automation by boosts

efficiency and ensures agent satisfaction which again stands out as the company’s

differentiating factor in the contact center solution market.

NICE CXone holds a strong customer base, including some of the leading brands

across industry verticals, such as the government & public sector. Also, into

education, financial service, healthcare, non-profit fundraising, sales, and business

process outsource (BPO) sectors, amongst others. In terms of geographical

presence, NICE has a strong presence in North America, followed by the Middle East

and Africa. It also has a significant presence in the Asia Pacific region. Some of the

top use cases of CXone mainly incorporate digital customer service, customer

experience, contact center management, cloud migration, disaster recovery, data

collection, security, and compliance solutions, amongst others.

The primary challenges of NICE CXone mainly hold the growing competition in the

contact center as a service solution market from emerging vendors with innovative

technology offerings. Nowadays, they are targeting organizations and is supporting


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them to gain a strong position in the market. However, with its comprehensive

technology, innovative offerings such as AI-powered chatbots and agent next-best-

actions These tools are changing the ways of customer' engagement with companies.

Such changes are performed by enabling anytime, anywhere, and anyplace

conveniences along with effective competitive and growth strategies. Further, NICE

CXone is well-positioned to grow its market share in the global contact center as a

service solution market while targeting large, mid, and small-size enterprises.

The significant highlights of product roadmaps for CXone customers mainly include

promoting digital fluency in omnichannel, increasing forecast accuracy, and boosting

customers’ agent retention. The company is also focusing on improving seamless and

exceptional experiences for its customers, which is vital in attracting new customers,

fostering existing relationships, and building a community of brand advocates.


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Genesys

URL: http://www.genesys.com

Founded in 1990 and headquartered in Daly City, California, Genesys is a leading

provider of customer experience and employee experience solutions for organizations.

The company offers an all-in-one public cloud contact center platform that is designed

for rapid innovation, scalability, and flexibility. It also delivers personalized customer

engagement on the customers’ choice channels. Genesys Cloud CX offers an all-in-one

comprehensive set of key features and capabilities. These capabilities specifically include

voice and digital channels, customer self-service, interactive voice response, workforce

engagement, artificial intelligence, reporting and analytics, integrations with apps, and

more.

Genesys Cloud CX mainly offers contact center software features. This enables

individuals to gain efficient customer experience by offering automated routing and

distribution, voicebot and chatbot self-service, omnichannel support. Additionally,

providing these supports through social media, chat, email, messaging apps, SMS, voice.

It also offers co-browse and screen sharing capability and blended inbound/outbound

engagement. Unified communications and workforce engagement management

capabilities are also native to the products’ all-in-one solution. It also offers a single

interface for agents, business communication users, supervisors, workforce planners,

and admins, which is extendable with third-party apps from the online marketplace.

Additionally, it also offers an open platform with market-leading APIs for extensibility of

the platform via integration or custom development

Genesys Cloud CX also offer interactive voice response capability as that empower

customers to serve themselves, collect and receive information, use out-of-the-box

recording facility. It also provides routing to the right agent when needed and integrates

with popular CRM systems. The company also offers integration with apps capability to

connect business-critical systems and add new tools and functionality to meet call center

needs. It also enables integration with third-party PBX, CRM, and workforce management

systems along with click-to-try and click-to-buy apps available at Genesys AppFoundry.

Genesys Cloud CX also offers features such as digital sales. Digital sales involve various

offers such as capture, qualify, engage, and convert leads faster. In fact, these things can

be more effectively performed with the power of machine learning. It also provides other

various tools like outbound dialing and campaign management, online prospect-journey

tracking, prospect engagement at the optimal moment. Additionally, it also provides

personalized routing for social media, chat, email, chatbots, and active customer journey

shaping. The company also offers service automation to easily design, configure and

manage applications with an intuitive web-based drag-and-drop interface. It also offers

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blended AI that combines bots and live agents for a seamless experience, IVR

customization, customer authentication, and voice payments.

Genesys Cloud CX also offers workforce engagement management to reduce attrition,

improve employee skills. Moreover, it also includes knowledge with tools such as

interaction recording, screen recording, quality management, AI-powered forecasting

and scheduling, knowledge management, surveys, and gamification for better employee

performance. The company’s reporting and analytics capabilities enable businesses to

collect and analyze contextual journey data across all interactions for real-time insights;

predict and plan more successfully. Additionally, it also offers tools such as speech and

text analytics, real-time and historical reporting, supervisor and agent dashboards,

customer-journey analytics, IVR reporting, and trend analysis dashboards.

Analyst Perspective

Following is the analysis of Genesys Cloud CX in the Contact Center as a Service solution

market:

Genesys offers an all-in-one cloud contact center solution to drive a better customer

and employee experience for organizations of any size. The company also offers

comprehensive cloud and AI technology that connects customers across marketing,

sales, and service on any channel while improving customer and employee

experiences. The company also offers integration with third-party PBX, CRM, and a

native workforce engagement management capability with open platform approach

to allow integration into third party syatems. The solution provides support for 18

languages in the application interface and multi-lingual for speech recognition, text-

to-speech.

Some of the key differentiators for Genesys Cloud CX include an all-in-one contact

center, native workforce engagement management, and business communications in

a single application. Moreover, the company also offers voice bots are mainly built by

using natural language understanding for self-service. Additionally, the company also

enables email capability, and the agent pays attention to email management tools.

Further, the following are the tools such as succession planning, feedback loops, and

customer insight that is built into the call center desktop, which again stands out as

the company’s differentiating factor in the contact center solution market.

Genesys holds a strong customer base, including some of the leading brands across

industry verticals, such as retail, banking, government, healthcare, and business

process outsource (BPO) sectors, amongst others. In terms of geographical

presence, Genesys Cloud CX has a strong presence in North America, followed by

the European Union region. It also has a significant presence in Latin America, the

Asia Pacific region, and the Middle East and African region. Some of the top uses


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cases of Genesys include omnichannel engagement, personalized routing and

journey orchestration, AI-enhanced IVR, TTS, and ASR, and employee engagement

performance management quality assurance and monitoring, unified data reporting

and insights, amongst others.

The primary challenge of Genesys specifically includes the growing competition in the


technology offerings. They are targeting enterprise organizations to gain a strong

market position. However, with its comprehensive technology, innovative offerings

such as active customer journey shaping, customer authentication, and blended AI

combined bots are effective during competitive and also in developing various

strategies. Genesys is now well-positioned to grow its market share in the global

contact center as a service solution market while supporting customers of all sizes

The major highlights of product roadmaps for Genesys mainly include improving

customer experience by serving customers where they are and guide them on more

productive journeys. The company is also focusing on improving employee

experience by engaging and empowering teams. The company has also focused on

improving new capability for AI-driven customer experience by rapid innovation.


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Five9

URL: https://www.Five9.com

Founded in 2001 and headquartered in San Ramon, California, Five9 is a leading provider

of cloud contact center solutions This mainly helps the organization to build and provide

the facilities of customer engagements. The company also offers intelligent cloud contact

center which provides digital engagement, analytics, workflow automation, workforce

optimization, and practical AI to help clients reimagine their customer experience.

Moreover, Five9 contact center solution offers comprehensive capabilities. These

capabilities mainly include core cloud offering, AI and automation, employee

engagement, customer engagement, intelligent omnichannel routing, digital

engagement, customer journey, agent desktop, agent assist, workforce optimization,

reporting and analytics, APIs, and SDKs integrations amongst others.

Five9 contact center as a service solution offers core cloud capabilities, these capabilities

are mainly associated with tools such as Global Voice, Agent Desktop Plus, Supervisor

Desktop Plus, Engagement Workflow. Moreover, this enables business to operate across

the globe and offers high-quality customer experiences with agents. The company also

offers AI and automation capabilities to deliver business outcomes that can be defined

and measure in real-time. It also offers tools such as intelligent virtual agents, workflow

automation, reporting and analytics which allows agents to analyze data more effectively

and make better decision.

Five9 contact center as a service solution also offer employee engagement capability to

optimize staffing with accurate multi-skill, multi-channel forecasts and schedules in real-

time. The capability also offers tools such as interaction analytics, workforce optimization,

workforce management, quality management, performance management and

gamification as that enable to maximize agent’s performance. Additionally, the company

also offers customer engagement feature to deliver an enhanced customer experience

by utilizing tools like inbound/outbound calling, blended calling, digital engagement,

voice, email, mobile, chat, social media, SMS/text and video amongst others.

Five9 contact center as a service solution also offers intelligent omnichannel routing to

carry out interaction between the right agent based on context and customer intend. The

company’s also offers digital engagement feature that enables to engage the customers

on the channels of their choice to provide seamless experiences. Additionally, the

customer journey capability also enables agent to make sure that no customer interaction

is missed, all the meets of customers’ needs are properly considered. Simultaneously,

offers made should be consistently considered for helping the chosen channel.

Five9 contact center as a service solution also offers agent desktop capability as that

provides agents with all the tools that they require to deliver more human experience.

Additionally, the agent assist capability use AI to suggest next best action and streamline

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33


the agent workflow experiences. The company’s also offers workforce optimization

capability empowers agent to effectively manage and deliver enhanced customer

experiences. The reporting and analytics capability enables organizations to track SLAs

and KPIs with intuitive reporting and analytics. Finally, the company also provides

integration of contact center tools with APIs and SDKs. Lastly, it also provides

connectivity options a more human customer service experience.

Analyst Perspective

Following is the analysis of Five9’s capabilities in the Contact Center as a Service solution

market:

Five9 contact center as a service solution offers a vast set of capabilities with the

benefits of secure, reliable, and scalable contact center. The company also offers

comprehensive customer relationship management (CRM), analytics, workforce

management, performance management solutions, and telephony solutions.

Moreover, the company also offers pre-built CRM adaptors, UC integrations along

with cloud APIs and SDKs. This is mainly to deliver a more human customer service

experience though a single-pane customer service and sales platform. The company

also creates a seamless workflow for your agents so they can focus on what matters

most in the customer experience.

Some of the key differentiators for Five9’s contact center as service solution offers

mainly includes the performance and quality management. As this helps to align goals,

increase performance transparency, and foster collaboration to install a culture of high

performance and accountability in your contact center. The company also offers

intelligent virtual agent to help automate routine and repetitive tasks, freeing your live

agents to focus on higher value work. It also offers engagement workflow to create

and execute a cohesive customer engagement strategy across self-service, agent

engagement, and agent workflow on the intelligent cloud contact center.

Five9 holds a strong customer base, including some of the leading brands across

industry verticals, such as healthcare, financial service, retails, education, sales &

marketing, customer service, and outsourcing amongst others. In terms of

geographical presence, Five9 has a strong presence in the North America. Some of

the top use cases of Five9 include reduced manual report generation, save time per

customer interaction, reduce average handling time, and reduce annual report

generation amongst others.

The primary challenges of Five9 mainly includes the growing competition in the


technology offerings. They are targeting enterprise organizations to specifically gain

a strong market position. However, with its comprehensive technology, innovative


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offerings such as AI-powered agent assist for next-best-actions, engagement

workflow along with effective competitive and growth strategies Thus, Five9 is well-

positioned to grow its market share in the global contact center as a service solution

market and moreover is also targeting to large, mid, and small-size enterprises.

The major highlights of product roadmaps for Five9 which mainly includes focusing

on streamline the development of intelligent virtual agents. Moreover, it helps the

organizations to easily deploy solutions and to augment their contact centers with an

AI-powered digital workforce. The company is also focusing on new user interface

design that simplifies development and maximizes developer best practices. Lastly it

is also focusing to provide improved monitoring, reporting and maintenance of IVA

tasks and call flows.


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Talkdesk

URL: http://www.talkdesk.com

Founded in 2011 and headquartered in San Francisco, California, Talkdesk is a leading

provider of contact center solution that enables businesses and customers to engage

with one another. Talkdesk CX Cloud™ is an end-to-end customer experience solution

that combines enterprise scale with consumer simplicity. Additionally, Talkdesk has also

partnered with innovative companies including IBM, Acxiom, Trivago, and Fujitsu to offer

an enhanced customer experience. Talkdesk CX cloud contact center as a service

solution offers comprehensive key features and functionalities. Moreover, these key

features mainly include customer engagement apps, workforce engagement, AI &

knowledge, analytics & insights, flexible deployment, and integration, amongst others.

Talkdesk CX Cloud™ contact center solution even offers customer engagement apps.

Additionally, these applications provide a seamless experience across digital and phone

channels so that customers do not repeat their information. The customer engagement

apps also offer various features such as voice, ACD, IVR, outbound dialer, omnichannel,

and self-service. The company’s voice capability enables to maximize caller satisfaction

with intelligent routing and customizable voice features. The automatic call distribution

allows routeing inbound calls to agents based on caller data. In addition, the IVR allows

call routing for better customer experience and outbound dialer to scale the call volume.

Additionally, the omnichannel feature allows to reach and respond to customers using

their preferred network. Thus, the AI-powered self-service tools enable customers to gain

instant problem resolution,

Talkdesk solutions offer workforce engagement and management solutions. Some

solutions mainly help to improve employee lifecycle and allows every agent to seamlessly

integrated the WEM suite. The company’s WEM suite offers features such as workforce

management, quality management, agent assist, speech analytics, mobile agents, call

recording, employee collaboration, and agent workspace. One of the advanced features

of the company’s WEM suite is quality management that efficiently evaluates agent

interaction and provides actionable feedback. Additionally, the agent workspace

empowers agents to efficiently deliver an exceptional customer experience with an

intuitive and unified agent workspace. Lastly, the workforce management feature

leverages AI to accurately forecast customer demand and automate scheduling for

greater operational efficiency.

Additionally, the Talkdesk offers AI & knowledge solutions to optimize customer

experience with AI-powered knowledge, recommendations, and insights. Fact, , the

company offers a virtual agent that delivers customers' answers and needs through a

natural and intuitive voice interface. It also guides customers with an AI-powered self-

service knowledge base that mainly aims to deliver relevant content to customers and

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36


agents simultaneously allows customer self-service. The company even delivers flexible

deployment options with cloud-native architecture. Additionally, the company provides

contact center software integration with Talkdesk AppConnect marketplace, which helps

to get access to all the out-of-the-box integrations. Hence, the company provides an

uptime SLA to minimize latency and support call distribution for clear conversations,

backed by industry-leading MOS scores.

Talkdesk also offers analytics and insights, which mainly helps users to turn every action

into a data-driven decision. Moreover, it also leverages real-time performance

dashboards, business intelligence, and customer feedback surveys, mainly to improve

contact center operations and increase customer satisfaction. The company’s analytics

and insights solution mainly offer various features as real-time reporting & dashboard,

business intelligence, benchmark data, customer feedback, speech analytics, and data

APIs. Some of the innovative features of the company mentioned above are benchmark

data which allows industry peers to help identify areas for saving and quality

improvement of customer experience. In addition to this, the data APIs improve customer

experience by integrating real-time and historical metrics into BI and CRM systems.

Analyst Perspective

Following is the analysis of Talkdesk’s capabilities in the Contact Center as a Service

solution market:

Talkdesk CX Cloud™ contact center solution ensures that, various businesses utilizing

such solutions must easily deliver better customer experiences. Moreover, they must

not only provide their services to particular places but also must provide service

according to the user’s requirements. Moreover, solutions like providing ideas

through any channel, resulting in higher customer satisfaction, cost savings, and

profitability. The company also allows translating actionable plans with

recommendations and investment analysis. Talkdesk platform is reliable, scalable,

and is very secured with next-generation architecture. Moreover, that maximizes

flexibility, and simultaneously enables organizations to stay agile and manage contact

center easily. Additionally, Talkdesk provides robust functionality with an open API

framework and allows various out-of-the-box integrations to support a wide variety of

business use cases.

Some key differentiators for Talkdesk CX Cloud™ contact center as service solution

offerings mainly include real-time status updates. This solution is primarily used to

keeps customers informed and provide accurate timeline estimates for issue

resolution. Also, the company Talkdesk AppConnect offers instantly connect Talkdesk

CX Cloud™ with a wide variety of contact center solutions and allows them to expand

contact center capability.


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Talkdesk CX Cloud™ holds a solid customer base, including some leading brands

across industry verticals, such as media & entertainment, financial services,

government & education, healthcare & life science, IT, manufacturing, and retail,

travel & hospitality, amongst others. In terms of geographical presence. Moreover,

Talkdesk has a strong presence in the European Union, followed by North America,

especially the USA. Some of the top use cases of Talkdesk CX Cloud™ primarily

include an increase in first call resolutions, achieving SLAs for answering the call,

support and sales solutions, reporting solutions, increased call volume, and increased

ROI solutions, amongst others.

The primary challenges of Talkdesk CX Cloud™ typically include the growing

competition in the contact center as a service solution market from emerging vendors

with innovative technology offerings. They are targeting enterprise organizations to

gain a strong market position, however, with its comprehensive technology, innovative

offerings such as out-of-the-box integration and AI-powered self-service tools. These

tools play a vital role in maintaining effective competitive and growth strategies.

Talkdesk CX Cloud™ is well-positioned to grow its market share in the global contact

center as a service solution market. Hence, the company will mainly target large, mid,

and small-size enterprises.

The major highlights of product roadmaps for Talkdesk CX Cloud™ mainly include

improving customer experience by employee engagement levels, reduces turnover

costs, and enhances profitable customer experiences. Moreover, the company is also

focusing on further improving the employee experience offered, by engaging and

empowering teams, along with improving the AI capability to do the heavy lifting for

the businesses and meet customer expectations.


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8x8

URL: https://www.8x8.com

Founded in 1987 and headquartered in Campbell, California, 8x8 offers business

communications. Moreover, 8x8 is found as a leading software company known as -as-

a-service provider of voice, video, chat, contact center, and enterprise-class API

solutions powered by a single global cloud communications platform. The company

designed the contact center solution helps in gaining better experiences. Additionally,

that support all channels and offer proactive AI-powered self-service options for today’s

digitally connected customers. Besides, this 8x8 contact center as a service software

provide comprehensive key features and functionalities. These functionalities mainly

include omnichannel routing, workforce engagement management, contact center

analytics, customer engagement integration, and service management, amongst others.

8x8 contact center solution mainly offers omnichannel routing to meet customer

expectations. The solution also provides automatic call distribution, interactive voice

response, digital channel, and predictive dialer. The mechanical, automated call

distribution features direct customers to the qualified agent with skills-based routing and

facilitating rapid handling of issues and a streamlined customer experience. Additionally,

the interactive voice response offers AI-powered self-service options. These options

mainly include intelligent IVR and virtual assistants to deliver consistent and efficient

support while reserving valuable agent resources for more complex, high-payoff

interactions. In addition to it, a digital channel feature with a single interface and intuitive

workflow is used for all voice and digital channels, minimizing agent training and effort.

Finally, a predictive dialer integrated with an outbound dialing system improves

connection rates to increase the volume of completed calls, maximizing potential revenue

opportunities.

8x8 contact center solutions also offer workforce engagement and management

solutions as that empower agents with a powerful combination of tools built to save time

and to optimize results. The solution also provides quality management, workforce

management, customer survey, and call & screen recording tools. The quality

management tool significantly increases training, empowers agents, and provides the

consistency and confidence mainly to reduce risk and meet compliance objectives.

Additionally, the workforce management accurately forecasts volume across interaction

channels for optimum staffing and agent utilization. Also, the customer survey tool helps

agents to grow and improve with actionable insights, which are being delivered directly

from customers. Finally, call and screen recording, and storage options offer an intuitive

user interface that makes it easy to search, playback, retrieve and download recordings

safely and securely.

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8x8 contact center solution also offers analytics to gain complete visibility, capture

insights, and act faster to optimize customer experiences. It also allows creating the

creation of customizable reports to minimize the effort required to manage and monitor

the contact center. The solution also offers tools such as customer experience analytics,

IVR journey maps, and speech analytics. The customer experience analytics delivers an

unprecedented level of visibility into every aspect of customer interaction. Additionally,

IVR journey maps allow us getting deep insight into dominant IVR paths while showing

which areas are effective and where there is a need to adjust simplify how customers get

connected. Finally, the speech analytics tools allow every company to drive measurable

improvements in omnichannel customer experience and agent performance. It also

provides complete, out-of-the-box functionality with minimal set-up and onboarding

effort.

8x8 contact center solution also offers customer engagement solutions on a single

platform approach that breaks down communication silos and supports personalized,

proactive interactions. The solution also offers tools such as native CRM, CRM

integrations, and payment processing. The natively built CRM consolidates your contact

center applications and customer data into a single unified interface. In addition, the CRM

integration allows the choice and flexibility to personalize the customer experience and

maximize agent productivity. Lastly, secure payment card processing simplifies the

handling of sensitive credit card data and supports PCI DSS Level 1 compliance

requirements. Additionally, the service management feature of the company mainly

offers a single point of contact for any support issue and provide assistance with moves,

adds, changes & skill group assignments.

Analyst Perspective

Following is the analysis of 8x8’s capabilities in the Contact center as a service software

market:

8x8 contact center solution delivers a single platform for cloud-native contact center,

voice, team chat, meetings, and embeddable communications. The company’s

contact center can easily integrate with the enterprise ecosystem and embed global

contextual communications into platforms including Microsoft Teams, Salesforce, and

more. Additionally, the 8x8 platform offers a consistent, international service delivery

backed by a platform-wide SLA covering business communications and contact

centres. The company’s contact center solution also enables company-wide

collaboration and global telephony with a shared real-time presence and seamless

transfers between voice, video, and chat interactions.

Some of the key differentiators for 8x8 contact centres as service solution offerings

include business phone feature that allows cloud PBX for the business of all sizes.

The company also offers team chat, video conferencing, SMS and MMS messaging,


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AI-driven analytics, and programable APIs integration. The company also delivers an

integrated multichannel customer experience without compromising customer data

and ensures the highest levels of security and data privacy.

8x8 contact center holds a strong customer base, including some of the leading

brands across industry verticals, such as professional services, educations, financial

services, government, healthcare, manufacturing, retail, and transportation, amongst

others. In terms of geographical presence, 8x8 has a strong presence in the European

Union and followed by North America, especially the USA. Some of the top use cases

of 8x8 mainly includes business continuity planning, collaboration, office

communication, customer experience enhancement, and decision-making

acceleration solutions, amongst others.

The primary challenges of 8x8 mainly includes the growing competition in the contact

center as a service software market from emerging vendors with innovative



such as service management solutions for contact centres and embeddable

communications tools. Simultaneously, with effective competitive and growth

strategies, 8x8 is well-positioned to grow its market share in the global contact center

as a service software market while targeting large, mid, and small-size enterprises.

The major highlights of product roadmaps for 8x8 include focusing on a highly

collaborative work environment with the integrated employee (EX) and customer

experience management (CX) solutions. The company is also focusing on improving

employee experience by engaging and empowering teams. The company has also

focused on moving towards an integrated approach with security, compliances, and

reliability to meet businesses and customer expectations.


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Dialpad

URL: https://www.dialpad.com

Founded in 2011 and headquartered in San Francisco, California, Dialpad is a privately

held provider and leading developer of a unified cloud communications platform for talk,

messaging, meetings, and contact center solutions that are delivered in a single

application (desktop and mobile) and include the company’s real-time AI, named Voice

Intelligence (Vi), across every end-user experience. The Dialpad cloud communications

platform is the one place for a truly Unified Communications as a Service (TruCaaS)

experience. With a TruCaaS solution delivered through a single pane of glass, coupled

with an intuitive interface, and customer engagement all on one unified, aesthetically

cohesive platform with AI at its core, Dialpad is helping customers simplify business

communications and collaboration.

Dialpad Contact Center as a Service (CCaaS) is AI-powered and designed to fit the

demands of modern customer support teams, intelligently routing inbound callers to the

right skilled agents on their team to help resolve customer issues more quickly.

Through a combination of real-time artificial intelligence and natural language processing

capabilities, a common user interface with UCaaS, and easy-to-use admin functions,

Dialpad Contact Center offers a welcome departure from traditional call center software

complexity while promoting better agent performance and higher customer satisfaction.

Dialpad Contact Center enables agents to deliver personalized support at scale. With

real-time coaching that provides AI-powered answers and resources on-demand, plus

native integrations to CRMs, help desks and ticketing systems, customer service agents

have a single place to focus, troubleshoot and resolve. Rather than impersonal

automation, Dialpad’s digital, voice-first contact center empowers agents to elevate the

customer experience with more personalized service. Dialpad Contact Center offers

administration features for a fast setup, hassle-free deployment enabling the deployment

of new contact centers and agents from the cloud in just minutes, with menu-driven

administration and scale. Dialpad Contact Center also offers other various tools and

features, including call queues, contact center analytics, call recording, interactive

voice response, WFM, quality management, screen capture, and customer satisfaction

(CSAT) surveys amongst others.

Dialpad Contact Center enables sophisticated skills-based and availability routing to

reduce customer hold times and more quickly gets people to the right agents equipped

to handle their issues. Dialpad offers an integrated app marketplace that makes it easy

for customers to integrate Dialpad's platform into CRM. In 2021, Dialpad expanded

integrations with existing partners and CRMs like the addition of the Salesforce

Powerdialer or the ability to log calls against custom object records in Salesforce. They

also became certified partners with Hubspot in July and added new SMS triggers with

Zapier. In addition to expanding existing integrations, they’ve added new ones with

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companies like Mixmax, Slack, Recruitly, Wingman, and more. They’ve also made its

TruCaaS platform more accessible for developers with enhancements like its open CTI,

which allows any developer to iFrame Dialpad on their site, Call Router APIs to build

advanced call routing logic, and Screen Pop API to automatically bring up matching

records in their CRM when on a Dialpad call. The company also offers messaging

features which enable to enhance team collaboration with advanced business messaging

features. Moreover, this feature mainly includes SMS, MMS, Group SMS, and more. It

also offers presence and provides the details of the current status indicators.

Simultaneously, it provides a quick way to know whether a team member is available,

busy, or away and voicemails.

Dialpad’s unique split cloud architecture leverages 12 globally distributed data centers

for voice and video services, and Google Cloud Platform (GCP) for other services,

including but not limited to, storage, APIs and other services. Dialpad offers reliability and

security with automatic data backup and redundancy as these elements are directly

associated into the platform. Dialpad provides businesses with the best business cloud

phone that enables secure, encrypted calls and layered security. The company also

provides tools such as security & privacy, data backups, and voice over IP (VoIP).

Moreover, these tools help to provide businesses with enterprise-level communications

without unnecessary hardware or high cost. Additionally, the company also offers Ai

enables voice intelligence capability with built-in machine learning. It also employs

natural language processing and voice recognition. Additionally, to provide

recommendations in real-time and comprehensive post-call notes and transcripts.

Furthermore, visual voicemail capability transcribes all voicemails into easily readable

messages that provide the information needed from unheard voicemail messages

without needing to listen to them. Additionally, it also offers tools such as automated to-

do list, notification, and voice recognition.

Dialpad has a broad and diverse sales strategy that is optimized for different types of

customers and regions. The sales strategy involves ‘all barrels’, according to the

company, including a direct sales approach with both human teams and self-service

capabilities, as well as indirect through agent programs: Telarus, Avant, Intellisys.

Strategic SI, and GTM partnership with US Mobile provider T-Mobile for co-branded

solutions and sales exclusivity. Dialpad has also expanded its presence globally through

a partnership with Untangled ICT which offers Dialpad’s full suite of cloud-native

communications services to the Australian and New Zealand markets. Dialpad also

announced further development in the APAC region through an expanded partnership

with SoftBank.

Analyst Perspective


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Following is the analysis of Dialpad’s capabilities in the Contact Center as a Service

solution market:

Dialpad contact as a central solution offers seamless support with built-in AI that works

harder for the organization’s customers. Further, the company provides a reliable,

integrated, smart, and global to connect with customers and agents from anywhere.

Additionally, the Dialpad platform offers AI tools across every employee and customer

experience to get real-time transcriptions, live agent coaching, sentiment analysis,

and much more.

Some of the key differentiators of Dialpad contact center as service solution offerings

mainly include AI-driven sell feature with HD audio. Moreover, this audio enables

sellers to deliver uninterrupted service on desktop, mobile, and tablets. Additionally,

the agents can create a sales playlist of successful calls to help up-level the entire

team. The company’s contact center solutions also offer transcribing capability, which

helps in capturing what was said and by whom. In fact, it also tracks action items,

keywords, and sentiment in a call summary and sent it to the agent’s inbox.

Dialpad contact center holds a strong customer base, including some of the leading

brands across industry verticals, such as tech & service, retail, real-estate, education

, legal, financial services, healthcare, construction, and manufacturing, amongst

others. In terms of geographical presence, Dialpad has a strong presence in North

America, especially the USA, followed by the European Union. It also has a significant

and growing presence in the Asia Pacific region. Some of the top use cases of Dialpad

include cutting sales cycle time, scalability in the distributed workforce, collaboration

from anywhere, multiple queues of inbound callers, proactive outbound services, easy

integration with other software, and provides solutions for sales and support teams,

amongst others.

The primary challenges of Dialpad mainly include the growing competition in the


technology offerings. They are targeting organizations of all sizes (Small, Mid-market,

and Enterprise) to gain a strong market position. However, with its comprehensive

technology, innovative offerings such as voice intelligence platform, Dialpad apps, an

AI-driven sales services, AI enable voice intelligence tool, call back feature, meeting

solutions has effectively helped them to stand in the competitive and have allowed

them to grow various strategies hence Dialpad is now well-positioned to grow its

market share in the global contact center as a service solution market, and moreover,

it is also targeting large, mid, and small-size enterprises.

The major highlights of product roadmaps for Dialpad mainly include focusing on

strengthening agents with tools such as QA scorecard that is based on

communication criteria to protect personal information. Additionally, the company is


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also focusing on security compliance extension chrome browser for agents. Finally,

the company is also focusing on a partnership with Playvox to add advanced

workforce management by improving AI-powered agent planning, forecasting, and

scheduling.


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Odigo

URL: http://www.odigo.com

Founded in 1986 and headquartered in Paris, France, Odigo enables large organizations

to connect with individuals through cloud-based contact center solutions. Moreover,

solutions with its cutting-edge, proprietary technologies mainly provide a seamless,

efficient, omnichannel experience for its customers and a satisfying, engaging

experience for service agents. Additionally, the company also enables other

organizations to connect with their customers. The company allows the organization to

interact– from text messages to emails, phone calls to video, bots, and more through a

single intuitive solution. Odigo’s contact center as a service software offers

comprehensive key features and functionalities. The key features and various

functionalities mainly include omnichannel services, automation services, routing

strategy, artificial intelligence, customer and agent engagement, performance and

optimizations, cloud platform, and user experience, amongst others.

Odigo’s contact center as a service software offers seamless customer experiences

through omnichannel services through a data-driven approach, comprehensive

customer view, user-friendly routing, augmented agents, rewarding customer

experiences, increased access and maximized operational efficiency. Additionally, the

omnichannel solutions also provide the features such as voice, email, live-chats, social

media, instant messaging, SMS, and video for better performance on every channel. The

company also offers automation-based qualification and self-service to enhance contact

center performance. The company also provides tools such as higher first contact

resolution rates (FCR), lower average handle time (AHT), better agent experience (AX),

and rewarding customer experience (CX) to improve and maximize contact center

efficiency.

Odigo’s service solution also offers a routing strategy that enhances efficiency and

customer satisfaction through tools. Moreover, these tools have helped in improving the

results, bringing meaningful CX, unprecedented personalization, swift resolutions, and

convenient service. The routing strategy also offers features such as automated call

distribution, skills management, contextual routing software, and behavioural targeting to

maximize efficiency. The company also provides AI that helps agents to work more

efficiently and delivers frictionless self-service for customers. These services are mainly

associated with automatic qualification, augmented agents & supervisors, advanced

analytics, and easier compliances. The company also offers AI connectors for easy

integration with the latest AI technology from Google and IBM. As this latest technology

enables users, to assemble the most effective set of tools for contact center.

Odigo’s contact center solution also offers customer and agent engagement, as this

helps satisfy their needs through increased customer satisfaction (CSAT) tool. Moreover,

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this tool helps to motivate, engage agents and their employees, maximized contact center

efficiency and helps in enhancing the brand reputation. The engagement solution offers

various features such as Unified agent console, 360-degree customer view, outbound,

WebRTC Softphone, call-back, IVR payments, and interactive widget. The company also

offers performance optimization features. This feature helps to improve business

performance through a data-driven approach, measurable results, quality of service,

automatic upgrades, and maximized resources. The performance and optimization tools

also offer features such as supervision, analytics, recording, quality management, and

workforce management to improve contact center KPIs.

Odigo’s contact center solution also offers cloud-based solutions for having a more agile

contact center. Moreover, solutions are built through increased scalability, heightened

security, enhanced remote work capabilities, pay-per-use, automatic upgrades, swift

global deployment, and easy integration with existing ecosystems. It also offers features

such as CRM integration, UC integration, AI connectors, and APIs, mainly to deliver

flexibility, security, and scalability. The user experience capability allows customers,

agents, and supervisors to use high-quality user experiences from the consumer tools

and platforms. Additionally, the user experience platform also offers customer

satisfaction, consistent service, increases efficiency, and reduces costs through

customer experience and agent experience tools.

Analyst Perspective

Following is the analysis of Odigo’s capabilities in the Contact center as a Service

software market:

Odigo delivers Contact Center as a Service (CCaaS) software helps to connect

organizations with their customers as per their convenient time. Moreover, they

connect via any channel as that is easy-to-integrate, cloud-based solutions.

Additionally, such solutions are developed to maximize the organization’s ability to

respond efficiently and effectively. The company also offers intuitive data-driven

solutions that provide the convenience and insights. As this helps to achieve smooth,

personalized experiences across all channels and from multiple devices. Additionally,

the company offers APIs that connect with all CRM, UCaaS, WFO, AI, and ERP/IS

solutions to offer agile and flexible customer service.

Some of the key differentiators for Odigo contact center as service solution offerings

are unified communications (UC). The UC enable agents to access multiple

communication channels using a single application that runs on any device. It also

offers greater flexibility, enhanced teamwork, streamlined communication, reduce

costs, and increase choices. The company also offers a comprehensive customer

view by automation-based qualification. Moreover, which enables agents to have an

in-depth view of the customer’s profile and the history of their conversations with the


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brand. Additionally, it also offers natural language understanding (NLU), and semantic

analysis provides context for reliable omnichannel services.

Odigo contact center holds a strong customer base, including some leading brands

across industry verticals, such as retail, transportation & logistics, media &

entertainment, public sector, financial services, and insurance sector, amongst others.

In terms of geographical presence, Odigo has a strong presence in the European

Union region, followed by North America. Some of the top use cases of Odigo ‘mainly

includes AI integration services, CX consulting, and customer success, amongst

others.

The primary challenges of Odigo mainly includes the growing competition in the

contact center as a service software market from emerging vendors with innovative



such as unified communication solutions and natural language understanding (NLU)

tools along with effective competitive and growth strategies. Odigo is well-positioned

to grow its market share in the global contact center as a service software market

while targeting large, mid, and small-size enterprises.

The major highlights of product roadmaps for Odigo mainly includes focusing on

reducing scalability issues in a cost-effective by-cloud deployment. The company is

also focusing on improving customize agent consoles with widgets for faster, more

efficient customer service. Additionally, it is also focusing on maximizing existing AI

by integrating it with a CCaaS software as that consistently manages customer

interactions.


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Content Guru

URL: http://www.contentguru.com

Founded in 2005 and headquartered in Bracknell, Berkshire, Content Guru is a leading

provider of cloud communications solutions. Moreover, Content Guru mainly delivers

out-of-the-box customer engagement and cloud contact center as a service through its

storm® solution. The company also offers intelligent automation, third-party systems

integration, and on-demand scalability. This helps them to enhance all customer

communication functions. Content Guru’s contact center as a service software offers

comprehensive key features and functionalities. These key features and functionalities

specifically include intelligent Automated Contact Distribution (iACD), Mediated

Interaction Matching (MIM), Desktop Task Assistant (DTA®), and third-party integration.

It also incorporates storm FLOWTM, storm VIEWTM, multimedia services, storm

Customer Knowledge System (CKS)®, artificial intelligence, storm MACHINE

AGENTSTM, and storm hyper-scale cloud contact center, amongst others.

Content Guru’s storm contact center solution offers intelligent Automated Contact

Distribution capability. These capabilities specifically enable to match the inquiries to the

best available agent, every time, across voice, SMS, email, web, instant messaging, social

media, and more. Moreover, the company also offers intelligent algorithms for leveraging

principles such as Mediated Interaction Matching (MIM). Moreover, MIM helps to

calculate routing-based factors such as personality and skill level to optimize contact

center effectiveness. Additionally, the matching rules, MIM profiles, and queue groups

are rapidly provisioned and customized or automatically updated based on live data. The

company also offers Desktop Task Assistant (DTA) capability that provides a single

unified interface for every channel along with optimizing agent efficiency and enabling

truly flexible working.

Content Guru’s solutions also offer integration with 3rd-party systems, whether

mainstream like Salesforce, sector-specific or bespoke. Moreover, storm allows agents

to gain necessary information and provides consistent cross-channel customer service.

It also integrates with back-end CRM database systems in order to provide agents with

the best available information. Additionally, it allows predictive dialer to integrate with

CRM or database system to make outbound calls. The dialer can actively predict when

your agents will become free and generate outbound calls just in time. Further, the

company’s storm FLOW capability offers an intuitive, secure, drag-and-drop interface to

create and manage complex services easily from any location. It also offers features such

as CRM integration, ACD integration, storm view, and multimedia services. storm VIEW

offers a real-time and historical reporting package, allowing for viewing management

information related to any aspect of service flow. Additionally, the multimedia capabilities

include SMS, MMS, email, dynamic web services, voice automated voice processing

services, including text-to-speech, and automatic speech recognition.

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Content Guru’s solution also offers storm Customer Knowledge System (CKS) which

provides cost-effective customer relationship management (CRM). Moreover, CKS helps

in managing case management and builds the ticketing capabilities into a single

environment, creating consistency across all of data and delivering a 360-degree view of

customers. Additionally, storm CKS allows a number of concurrent users to log on and

access shared information, leveraging a simple licensing model to streamline CRM and

case management for organizations. The company’s contact center solution also offers

AI capabilities. These capabilities help to automate low-skilled or repetitive tasks and

thereby helps in enhancing human performance and reducing costs. It also offers AI-

powered tools such as intelligent chatbots, natural language processing tools, and image

recognition tools.

Content Guru’s solution also offers storm MACHINE AGENTS, which provides the

organization contact center with an always-on, AI-powered robot workforce to deliver

cutting-edge automation capabilities at a fraction of the cost. Further, storm MACHINE

AGENTS also comes with features such as self-service and assisted service,

omnichannel deployment, and integration with payment systems. Furthermore, it

includes AI-backed analytics capabilities, image recognition, and natural language

processing. Lastly, the company also offers a hyper-scale cloud contact center that

enables organizations to mitigate extreme contact volumes and is ready to tackle hyper-

demand whenever the need arises. The capability also answers, resolves direct

customers queries from busy channels to alternative routes to resolution. It also

automates the process by utilizing artificial intelligence to answer inquiries, freeing up

human agents.

Analyst Perspective

Following is the analysis of Content Guru’s capabilities in the Contact center as a

Service software market:

Content Guru’s cloud customer engagement and experience solution storm

streamline customer communications to keep both agents and customers satisfied.

The company’s contact center offers a unified communications estate on the

everyday functions of a business by centralizing all information in one location.

Further, it also helps agents to significantly shorten contact resolution times and

ensure customer satisfaction. Additionally, storm platform offers flexible scalability,

live contact center agents, complex integration, and rich functionality within a single

CCaaS software, accessed from an intuitive and unified interface.

Some of the key differentiators for Content Guru’s storm contact center as service

solution offerings mainly include intelligent mass automation. This automation mainly

enables organizations to reduce customer contact by diverting them to other

information sources. Moreover, sources such as a recorded message in the IVR or


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to a webpage via SMS link. The company also leverages best-in-class AI capabilities

such as natural language processing (NLP), video recognition, and more, from

prominent hyper-scale engines including Google Cloud and IBM Watson. Additionally,

differentiating factors like the machine agent processes voice, text, and images with

ease and at scale.

Content Guru’s contact center holds a strong customer base, including some of the

leading brands across industry verticals, such as healthcare, finance, travel,

construction, manufacturing, government & public sector, retail, and utilities, amongst

others. In terms of geographical presence, Content Guru has a strong presence in the

European Union and followed by North America, especially the USA. It also has a

significant presence in the Asia Pacific region. Some of the top use cases of Content

Guru mainly include dialling campaigns, flexible search, real-time sentiment analysis,

seamless scaling, video consulting solutions, amongst others.

The primary challenges of Content Guru mainly include the growing competition in

the contact center as a service software market from emerging vendors with

innovative technology offerings. They are targeting organizations to gain a strong


such as intuitive and feature-rich user interfaces and hyper-scale cloud contact center

provide effective competitive and growth strategies, Content Guru is well-positioned

to grow its market share in the global contact center as a service software market

while targeting large, mid, and small-size enterprises.

The major highlights of product roadmaps for Content Guru mainly includes focusing

on innovation, digitization, and automation of contact center. The company also

focuses on partnerships with various customer engagement services to enhance

customer experiences.


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Telia ACE

URL: http://www.teliacompany.com

Telia Company, founded in 1853 and headquartered in Stockholm, Europe, develops and

delivers Telia ACE, a Contact Center as a Service platform based on extensive

knowledge and a solid understanding of customer experience.

Telia ACE offers a comprehensive feature set and functionality for true omni-channel

interactions. Functionalities include AI-powered conversational agents, central

knowledgebase, AI-powered analytics and insights, a multitude of visual engagement

features and agent assist capabilities. All features are configurable to suit unique

customer needs and are backed by a Google CCAI partnership, Telia ACE allows

business to purchase contact center functionality on an a-la carte basis. Telia’s own

expert staff and ACE marketplace, that provides a library of open APIs, ready-made

addons and 3rd-party integrations.

Security and compliance are at the heart of the ACE development process. Telia ACE is

ISO 9000, 14000 and 27000 certified. The platform has a robust authorization system

that allows easy and correct access to functionality for all users, including administrators,

customer service managers, and agents across multiple devices.

Key to Telia ACE versatility is one common routing engine for all channels. Routing is

based on a multitude of inputs such as customer intent, customer id, customer

engagement, historical contacts, agent skill and more. Versatility is further enhanced by

ACE Conversational Hub that have APIs and readymade integrations to many 3rd party

applications and services. It lets customers build powerful self service solutions for text

and voice with a modular approach to combine live service and AI-powered

conversational agents including ACE Chatbot, ACE Conversational IVR and ACE Virtual

Agent as well as support for BYO bots. The self-learning knowledge management

platform ACE Knowledge makes it easy to create and maintain content to be used as the

central source of information for the chatbot, smart FAQ, and internal agent support.

Conversational IVR uses natural language capabilities to understand the intent to route

calls to the right agent or self-service solution. ACE E-sign is a versatile and secure digital

signing feature that enables and automates document signing digitally.

Taken together this enables organizations to serve their customers across all channels

and devices from telephony to digital and social media by automatic and assisted service.

The agent tool offers one interface for all channels and all reporting and statistics is

collected and presented in one interface.

Core functionality is accompanied by supporting features to follow up, analyze, fine tune

and plan work in the contact center. With statistical reports, staff can easily identify at

what time of the day the customers get in touch or when service goals are reached.

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Additionally, business intelligence tools make it possible to derive insights from large

amounts of data and drill into complex queries for developing the business. The

recording capability can record calls to document interactions with customers, whether

for the purpose of coaching employees, documenting business deals, analyzing

sentiment or securing evidence of threat calls.

Analyst Perspective

Following is the analysis of Telia ACE’s capabilities in the Contact Center as a Service

solution market:

Telia ACE contact center as a service solution delivers seamless customer meetings

and smart conversations. Telia ACE offers all the features necessary for an effective

online and offline customer meeting, from smart FAQ and chatbot to live video.

Customer conversations, regardless of channel, are routed with the common routing

engine to the right service, either live or digital. Agents can work with a variety of

different skillsets in combination with work levels to ensure a perfect match between

customer intent and agent skill. Telia ACE offers various APIs that enable smooth

client-side and back-end integrations, as well as adapters for out-of-the-box quick

integration. Also, Telia ACE has already made adapters for the market's largest PBXs

and CRM systems, such as Salesforce, MS Dynamics, Cisco, Avaya, and Mitel.

Some of the key differentiators for Telia ACE contact center as service solution

offerings mainly include AI & Automation capabilities as a fully integrated part of the

platform. Telia ACE also offers commercial speech recognition and conversational

solutions with a longstanding and persistent focus on AI with market-leading breadth

of offerings such as conversational agents, analytics and insights, knowledge retrieval,

agent assist. Additionally, Conversational Hub as a unique offering of the Telia ACE.

The Conversational Hub is an AI middleware and conversations orchestration platform

with ready-made deep integrations between ACE and 3rd party APIs and

conversational platforms. Moreover, it also offers true omni-channel platform with all

channels in one common routing engine, outbound and inbound, uniform statistics,

administration and one agent interface. Lastly, the company also offers smart

knowledge feeding for all channels and users with contextual and relevant answers

based on natural language.

Telia ACE contact center also holds a strong customer base, including some of the

leading brands across industry verticals, such as banking, finance and insurance,

government & public sector, energy & utilities, healthcare & life sciences, and logistics

& transportation amongst others. In terms of geographical presence, Telia ACE has a

strong presence in the European Union region. Some of the top use cases of Telia

ACE mainly include a utility company where Telia reduce the number of agents from

800 to 225, reduce number of CCaaS platforms from 3 to 1 and reduce number of


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sites from 11 to 3. Another example is a public customer, Telia Ace enabled the

operation to scale up their operation during the pandemic with both agents and an

influx of interactions with 100 %. For one of the biggest healthcare regions in the

Nordics Telia Ace has +4000 users spanning all the way from agents, doctors, nurses,

physios too dentist using key functionalities from the Telia Ace stack. Additionally, it

also provides chatbot and conversational IVR for agents and web visitors. Telia ACE

also offers interaction analytics that combines data and insight analytics from voice

and text engagements, and also offers complete AI and automation journey with Telia

as AI advisor.

Telia ACE faces competition from well-established and emerging players in the

contact center as a service market. The company may also face a challenge in

expanding across the North American, APAC, and MEA region due to the highly

competitive landscape. However, with its comprehensive range of contact center as

a service solutions offerings coupled with Google CCAI partnership and a strong focus

on the large-size market, Telia ACE will expand its footprint across the other regions

too.

The major highlights of product roadmaps for Telia ACE mainly include focusing on

improving Conversational Hub and provides enhanced integration with MS Teams.

The company is also focusing on new mobile apps for iOS and Android and AI

enhanced agent assist features in multiple channels. Additionally, the company is also

focusing on offering new management tool for IVR and collaboration with virtual

agents and also provide deep security and privacy capability.


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Bright Pattern

URL: http://www.brightpattern.com

Founded in 2010 and headquartered in South San Francisco, California, Bright Pattern

offers an AI-powered contact center for innovative midsize and enterprise companies to

make customer service easier and faster. Moreover, the company has designed the

contact center solution for better experiences. As that mainly supports all channels and

offers proactive AI-powered omnichannel platform options for today’s digitally connected

customers. Additionally, the Bright Pattern contact center as a service software

specifically offers comprehensive key features and functionalities. The key features and

functionalities mainly include omnichannel, cloud-based call center software, bot’s

assistance & AI capability. Also, they have quality assurance, interactive voice response,

automatic call distribution, predictive dialer, workforce optimization integration, and

Customer Relationship Management (CRM) integration, amongst others.

Bright Pattern’s contact center solution mainly offers omnichannel as that allows unified

channels rather than siloed. It also provides routing capability, which can be performed

effortlessly. Further, allows companies to deliver a personal “all-in-one” customer

experience. The Bright pattern omnichannel solution offers features such as easy

addition of new channels, no downtime, sentiment analysis, speech & text analysis, gain

insights through Key Performance Indicators (KPIs), and empowers agents. Further, the

company also offers a cloud-based call center solution that mainly utilizes channels like

phone calls, video calls, SMS, text messaging, mobile app, live chat, social media, and

social channels to connect with customers. The cloud-based contact center provides

features like omnichannel agents desktop suitable for any size of businesses, built-in

quality management, high reliability, AI-powered solutions, and workforce management

solutions.

Bright Pattern’s solutions also offer bots assistance and Artificial Intelligences (AI)

capabilities as that can be integrated with other channels to gain the benefits of

automation, enhance the agent empowerment, and improve the interaction quality. The

company’s AI capability also offers tools like speech & text recognition, conversational

Interactive Voice Response (IVR) & self-services, automated notifications & alerts, full

context bots, and automated routing. Further, the company also offers AI-powered quality

assurance contact center software that allows a call center to proactively monitor

customer interactions, use best practices to gain insight for improvement. Moreover, it

also provides remediation as well as training for better outcomes in the future.

Bright Pattern’s contact center solution also offers Interactive Voice Response (IVR).

Moreover, this interactive voice response allows their users to perform their routine task

in a smooth manner but faster way. Additionally, IVR’s first contact resolution is mainly to

increase customer satisfaction and continue that for a longer period of time. The

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company also offers various tools like easier navigation based on needs, reduced

operational costs, improve agent productivity with 24/7 access for better customer

services. Further, the company’s conversational, interactive voice response system

allows callers to interact with the main menu. Furthermore, will enable them to choose

the appropriate option or extension that naturally helps describing things in their own

words, eliminating the need to memorize option numbers or touch the dialpad.

Bright Pattern’s contact center solution also offers robust Automatic Call Distribution

(ACD) technology and algorithm. Moreover, ACD technology mainly allows customers to

choose the communication channel of their choice. Additionally, it provides assurance

that the first agent that they connect is the most appropriate agent. The company’s

predictive dialer allows to build high accuracy based on algorithms and metrics for better

customer satisfaction. Additionally, Bright Pattern’s contact center software is fully HIPAA

compliant, PCI DSS 3.2 compliant, TCPA compliant, and GDPR compliant. The

company’s workforce optimization capability allows to maximize the performance of

agents, as well as ensure quality and consistency in customer service.

Analyst Perspective

Following is the analysis of Bright Pattern’s capabilities in the Contact Center as a

Service software market:

Bright Pattern’s contact center solution allows connecting with customers on any

communication channel. The company’s contact center streamline with a single

unified architecture that manages all channels natively while maintaining other

contexts. Additionally, the Bright Pattern platform mainly offers a consistent CRM

integration with Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, and

Oracle Service Cloud. The company’s contact center solution also integrates with

third-party services like PossibleNOW, Contact Center Compliance, and Gryphon to

ensure Do Not Call (DNC) lists are followed.

Some of the key differentiators for Bright Pattern contact center as service solution

offerings primarily include a built-in quality assurance. Further, it allows a call center

to proactively monitor customer interactions while using best practices to gain insight

for improvement and provide remediation and training. The company also offers best-

of-breed AI and advanced analytics- OmniQM that enables call center managers and

admin to easily ensure high customer service quality on any channel. Additionally, the

sentiment analysis tool enables to automatically rate a customer’s mood during an

interaction in real-time.

Bright Pattern contact center holds a strong customer base, including some of the

leading brands across industry verticals, such as BPO, healthcare, insurance, retail,

transportation & hospitality, financial services, and banking, telecommunications,


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government, utilities, and education, amongst others. In terms of geographical

presence, Bright Pattern has a strong presence in the North American region,

followed by European Union, especially the US. It is also a significant presence in the

Asia Pacific region. Some of the top use cases of Bright Pattern mainly include IT

service management solutions, remote call center solutions, sales and marketing,

customer service solutions, and inbound/outbound solutions, amongst others.

The primary challenge of Bright Pattern mainly incorporates the growing competition

in the contact center as a service software market from emerging vendors with

innovative technology offerings. They are targeting enterprise organizations to gain a

strong market position, however, with its comprehensive technology, innovative

offerings such as AI-powered quality assurance, bots, and predictive dialers.

Additionally, along with effective competition have started to grow their strategies,

Bright Pattern is now well-positioned to grow its market share in the global contact

center as a service software market while targeting large, mid, and small-size

enterprises.

The major highlights of product roadmaps for Bright Pattern specifically includes

focusing on encouraging contact centres to adapt to new digital landscapes that

emphasize mobile channels and communication mobility. The company is also

focusing on improving AI-powered chatbots with Facebook Messenger. The company

has also started focusing on improving in-app customer support, enterprise

functionality, and cloud-first architecture.


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Alvaria

URL: http://www.alvaria.com

Founded in 2021 and headquartered in Westford, Massachusetts, Alvaria is found as one

of the leading s of the contact center as a service software. Moreover, this company got

established with the help of the merger. In addition to this, the companies that got merged

were namely Aspect Software and Noble Systems. The company is delivering a leading-

edge on customer experience and workforce engagement software and on cloud

services technology solutions. Alvaria contact center as a service software mainly offers

comprehensive key features and functionalities. These key features and functionalities

specifically include inbound voice, outbound voice, omnichannel agent, CX automated

agent. It also incorporates workforce optimizations, interactive voice response (IVR),

gamification, and voice over internet protocol (VoIP) solutions, amongst others.

Alvaria’s contact center solution mainly offers inbound voice. As that mainly uses any

combination of the inbound route and queue types. These types are mainly built to

intelligently support and differentiate the customer service strategies. Such type also

helps to ensure that whether the customers are routed in the best way or not. The

company’s outbound voice allows agents to proactively outreach customers for various

activities. Moreover, activities mainly like scheduling appointments, bill payments, or

other events. It also enables outbound call management, list control, workflow

management, and database integration through our predictive dialling and outbound

calling system. The company’s omnichannel agent capability also allows delivering

informed interactions across every channel that turns routine interactions into strong

customer connections. The capability also allows to seamlessly management

communications over a variety of voice and non-voice channels, including voice, email,

SMS text, web chat, and social media.

Alvaria’s contact center solutions also offer CX automated agents that enable

omnichannel self-service. Moreover, it helps in maintaining a consistent, personalized

experience across traditional IVR and digital self-service touchpoints. The solution also

offers modern IVR systems experience. As these experiences are enriched with caller

intent prediction, context continuity, and artificially intelligent adaption to caller behaviour

provides a more “human” IVR experience. Additionally, the company also offers AI-

powered digital self-service interactive text response solutions such as Facebook

Messenger or SMS chatbots. Such digital self-service helps to build mobile solutions

which fully integrated with the contact center self-service omnichannel experiences.

Further, which allows to leverage the latest generation of natural language understanding

(NLU) technologies and smartphone capabilities.

Alvaria’s contact center solution also offers analytics, these analytics further helps to gain

complete visibility, capture insights, and act faster to optimize customer experiences. It

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also allows to the creation of customizable reports to minimize the effort required to

manage and monitor the contact center. The solution also offers tools such as customer

experience analytics, IVR journey maps, and speech analytics. The customer experience

analytics delivers an unprecedented level of visibility into every aspect of customer

interaction. Additionally, IVR journey maps allow getting deep insight into dominant IVR

paths simultaneously also shows which areas are much effective and where there is a

need to make adjustments to simplify how customers get connected. Finally, the speech

analytics tools allow every company to drive measurable improvements in omnichannel

customer experience and agent performance. It also provides complete, out-of-the-box

functionality with minimal set-up and onboarding effort.

Alvaria’s contact center solution also offers workforce optimization solutions. Moreover,

these solutions provide tools such as workforce management, performance

management, quality management, workforce, and interaction analytics. The company

also provides interactive voice response (IVR) to provide better customer service while

reducing the reliance on agent resources. It also provides touch-tone and voice

command route calls, provides personalized information to caller’s customers, collects

information, and performs processes that don’t require an agent. Additionally, the

company also offers gamification solutions to increase productivity and reduce employee

turnover across all generations. The gamification solutions allow to offer rewards, goal

setting, status level, collaboration, and training to employees. Finally, the company also

provides Voice over Internet Protocol (VoIP) and Internet Protocol (IP) solutions that use

a centralized platform and share agent licenses across locations. This reduces

hardware/software costs and streamlines system management and support along with

speech and data analytics.

Analyst Perspective

Following is the analysis of Alvaria’s capabilities in the Contact center as a Service

software market:

Alvaria offers a contact center as a service software that mainly delivers capabilities

and extends across both contact center, and workforce optimization needs. Moreover,

it can be deployed on the on-premises or the cloud-neutral platform. The company

offers patented tools to manage operations according to regulatory and industry

guidelines. These guidelines basically include wireless dialling, ANI broadcasting,

abandonment rates, calling hours, recording restrictions, data security, DNC

registries, FTC, TSR, TCPA, PCI, HIPPA, GDPR, Ofcom, ACMA, and more.

Some of the key differentiators for Alvaria’s contact center as service solution

offerings mainly include accurate recording and real-time coaching for the agents.

This especially looks to improve the success rate by spending time on the most

productive potential contacts. Moreover, it also offers workforce engagement


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management (WEM) tools that help staff with the right agents, at the right time and in

the right amounts. It also enables to increase agent efficiency and success with tools

that help them spend their time on the most productive contacts for their skill set. The

company also offers campaign flexibility without relying on IT for creating customized

workflows.

Alvaria’s contact center holds a strong customer base, including some of the leading

brands across industry verticals, such as professional services, financial services,

healthcare, retail, utilities, telecom, transportation, travel, education, and government,

amongst others. In terms of geographical presence, Alvaria has a strong presence in

North America, especially the USA and followed by the European Union region. It also

has a significant presence in Latin America and Asia Pacific region. Some of the top

use cases of Alvaria include solution implementation services, business intelligence

and optimization services, workforce automation innovation services, and customer

experience innovation services, amongst others.

The primary challenges of Alvaria mainly include the growing competition in the

contact center as a service software market from emerging vendors with innovative



such as workforce optimization solutions and omnichannel forecasting & scheduling,

along with effective competitive and growth strategies, Alvaria is well-positioned to

grow its market share in the global contact center as a service software market while

targeting large, mid, and small-size enterprises.

The major highlights of product roadmaps for Alvaria include focusing on providing

performance improvement for the call center professional. The company is also

focusing on improving gamification resiliency. The company has also focused on

robust inbound contact management will allow the agents to handle inquiries more

efficiently, including multichannel email and web communications.


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Enghouse Interactive

URL: http://www.enghouseinteractive.com

Founded in 1984 and headquartered in Phoenix, Arizona, Enghouse Interactive company

mainly aims to offer a contact center as a service software. This software mainly helps to

maximize the value of every customer interaction. The company also offers a

comprehensive portfolio of interaction management solutions. These solutions are

moreover resilient and scalable, with a flexible deployment model. They mainly include

cloud, hosted, and hybrid to grow with your business at every stage, allowing your

organization to add functionality. Additionally, the Enghouse Interactive contact center as

a service solution offers comprehensive key features and functionalities. These

functionalities mainly include self-service, omnichannel interaction delivery & call

handling, interaction recording & quality management, integration tools, and intelligent

business communication tools, amongst others.

Enghouse Interactive contact center solution offers various self-service capabilities.

These capabilities mainly offer tools such as IVR application, mobile IVR navigator,

knowledge management, proactive callbacks, proactive outbound dialing and

notifications and support forums. The IVR application tools enable organizations to

deploy all of their communication applications on a single, cost-effective platform. The

mobile IVR navigator also allows a user to shift on any device to participate in a self-

service session through a mobile app. Additionally, the SaaS-based knowledge platform

allows to organize the entire knowledge base, evaluate and optimize support content,

and develop valuable community forums, all from one place. The proactive callbacks

eliminate customer’s tedious tasks of waiting in the queue.

Enghouse solutions also offer omnichannel interaction delivery and call handling

solutions. Moreover, these solutions allow to provide professional caller service or for a

multi-site, multi-tenant, multi-language interaction handling service in a highly complex

environment; having the proper solution, experience, and expertise to meet users

requirements. The company also provides call handling solutions for businesses,

enterprises, helpdesk, and phone applications.

Enghouse solution also has interaction recording and quality management capabilities.

These capabilities are described with tools such as call, screen, and text communication

recording, workforce management, real-time speech analytics, and call billing &

reporting. The call, screen, and text communication recording offer an affordable,

feature-rich multi-channel recording and quality monitoring solution utilized by

businesses of all sizes across the world for compliance, security, and improving service

levels. The company’s workforce management tools enable to optimize staffing and

customer service across enterprise. Additionally, real-time speech analytics helps agents

to exactly state the right things, in the right way, on every call, and respond correctly to

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their customers in any given situation. Finally, the call billing & reporting ability also allows

to monitor and manage the cost of communications. As it is essential to obtain the right

balance between expenditure and the business benefits they provide.

Enghouse solution also offers integration tools of CTI integration. Moreover, these tools

allow developers and systems integrators to create voice self-service, contact center,

and unified communications solutions for IP. Also, Transmitting Methodology (TDM)

networks at a dramatically lower cost by providing out-of-the-box integration with all

major communications systems. Additionally, the CRM integration also helps collect the

agent information, basically on the specific customer as what has to be performed and

when it has to be described. Such things help in dramatically improving a customer

satisfaction. Finally, the company’s intelligent business communication suite allows

outbound messaging, multi-channel communication, and automated predictive dialing

tools for a better customer experience.

Analyst Perspective

Following is the analysis of Enghouse Interactive’s capabilities in the Contact Center as

a Service solution market:

Enghouse Interactive contact center solution delivers customers engagement

solutions across all channels. Moreover, these provide organizations to provide

personalized customer experiences at scale and makes contact centers an

organization’s competitive advantage. The company also offers omnichannel

capability, which provides an organization with various choices and flexibility. They

are also scalable in deployment, size, complexity, and integration to ensure successful

and effortless customer interaction. The company also supports the full range of

deployment methods from premise-based to private, public, or community cloud and

also hybrid requirements.

Some of the key differentiators for Enghouse Interactive contact center as service

solution offerings mainly includes self-service mobile IVR navigator. Moreover, as that

enables customers to reduce the number of calls into the contact center by providing

a more intuitive, visual self-service option that entices customers to handle more

inquiries through agent-less channels. The company also offers proactive callback

that allows agents to revolutionize the customer queuing problem by giving callers a

choice of an automated call-back option to eliminate the tedious task of waiting in a

queue.

Enghouse Interactive contact center mainly holds a strong customer base, especially

including some of the leading brands across industry verticals, such as healthcare,

information technology, transportation, and manufacturing sector amongst others. In

terms of geographical presence, Enghouse Interactive has a strong presence in North


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America, followed by European Union. Some of the top use cases mainly include

cloud contact center, quality management, unified communication, proactive

customer service, and multi-channel contact center solutions, amongst others.

The primary challenges of Enghouse Interactive mainly includes the growing

competition in the contact center as a service solution market from emerging vendors

with innovative technology offerings. They are targeting enterprise organizations to

gain a strong market position. However, with its comprehensive technology,

innovative offerings hold various self-service. Moreover, these self-services can be

mobile navigator capability for customers and effective competitive and growth

strategies, Enghouse Interactive is well-positioned to grow its market share in the

global contact center as a service solution market while targeting large, mid, and

small-size enterprises.

The major highlights of product roadmaps for Enghouse Interactive mainly includes

focusing on integration of the companies recently acquired artificial intelligence

technology into the portfolio as well as expanding support for market leading unified

communications platforms as well as strategic acquisitions for expanding their

product portfolio built across various industries. The company is also focusing on

improving and offering automated contact center services to the financial service,

public works, and healthcare sector.


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Research Methodologies

Quadrant Knowledge Solutions uses a comprehensive approach to conduct global

market outlook research for various technologies. Quadrant's research approach

provides our analysts with the most effective framework to identify market and

technology trends and helps in formulating meaningful growth strategies for our

clients. All the sections of our research report are prepared with a considerable

amount of time and thought process before moving on to the next step. Following is a

brief description of the major sections of our research methodologies.

Secondary Research

Following are the major sources of information for conducting secondary research:

Quadrant’s Internal Database

Quadrant Knowledge Solutions maintains a proprietary database in several

technology marketplaces. This database provides our analyst with an adequate

foundation to kick-start the research project. This database includes information from

the following sources:

• Annual reports and other financial reports

• Industry participant lists

• Published secondary data on companies and their products

• Database of market sizes and forecast data for different market segments

• Major market and technology trends


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Literature Research

Quadrant Knowledge Solutions leverages on several magazine subscriptions and

other publications that cover a wide range of subjects related to technology research.

We also use the extensive library of directories and Journals on various technology

domains. Our analysts use blog posts, whitepapers, case studies, and other literature

published by major technology vendors, online experts, and industry news

publications.

Inputs from Industry Participants

Quadrant analysts collect relevant documents such as whitepaper, brochures, case

studies, price lists, datasheet, and other reports from all major industry participants.

Primary Research

Quadrant analysts use a two-step process for conducting primary research that helps

us in capturing meaningful and most accurate market information. Below is the two-

step process of our primary research:

Market Estimation: Based on the top-down and bottom-up approach, our analyst

analyses all industry participants to estimate their business in the technology market

for various market segments. We also seek information and verification of client

business performance as part of our primary research interviews or through a detailed

market questionnaire. The Quadrant research team conducts a detailed analysis of

the comments and inputs provided by the industry participants.

Client Interview: Quadrant analyst team conducts a detailed telephonic interview of all

major industry participants to get their perspectives of the current and future market

dynamics. Our analyst also gets their first-hand experience with the vendor's product

demo to understand their technology capabilities, user experience, product features,

and other aspects. Based on the requirements, Quadrant analysts interview with more

than one person from each of the market participants to verify the accuracy of the

information provided. We typically engage with client personnel in one of the following

functions:

• Strategic Marketing Management

• Product Management

• Product Planning

• Planning & Strategy


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Feedback from Channel Partners and End Users

Quadrant research team researches with various sales channel partners, including

distributors, system integrators, and consultants to understand the detailed

perspective of the market. Our analysts also get feedback from end-users from

multiple industries and geographical regions to understand key issues, technology

trends, and supplier capabilities in the technology market.

Data Analysis: Market Forecast & Competition Analysis

Quadrant's analysts' team gathers all the necessary information from secondary

research and primary research to a computer database. These databases are then

analyzed, verified, and cross-tabulated in numerous ways to get the right picture of

the overall market and its segments. After analyzing all the market data, industry

trends, market trends, technology trends, and key issues, we prepare preliminary

market forecasts. This preliminary market forecast is tested against several market

scenarios, economic scenario, industry trends, and economic dynamics. Finally, the

analyst team arrives at the most accurate forecast scenario for the overall market and

its segments.

In addition to market forecasts, our team conducts a detailed review of industry

participants to prepare competitive landscape and market positioning analysis for the

overall market as well as for various market segments.

SPARK Matrix: Strategic Performance Assessment and

Ranking

Quadrant Knowledge Solutions’ SPARK Matrix provides a snapshot of the market

positioning of the key market participants. SPARK Matrix representation provides a

visual representation of market participants and provides strategic insights on how

each supplier ranks in comparison to their competitors, concerning various

performance parameters based on the category of technology excellence and

customer impact.

Final Report Preparation

After finalization of market analysis and forecasts, our analyst prepares necessary

graphs, charts, and table to get further insights and preparation of the final research

report. Our final research report includes information including market forecast;

competitive analysis; major market & technology trends; market drivers; vendor

profiles, and such others.

spark matrix™: contact center as a service, 2021

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