Contact center as a service (CCaaS) is an attractive model for many contact centers looking to replace their traditional on-premises contact center infrastructure. So, evaluating the best CCaaS solution that fits your enterprise’s goals and environment is paramount.
For a market perspective, Gartner’s “Magic Quadrant for Contact Center as a Service, North America” report predicts that “by 2022, contact center as a service will be the preferred adoption model in 50% of contact centers, up from approximately 10% in 2019.” Additionally, the report predicts that speech interfaces will initiate 70% of self-service customer interactions by 2023, an increase from 40% today.
