How To Evaluate, Implement, and Adopt a Modern Contact Center

Challenges All Contact Center Leaders Are Facing

  • Hardware requiring upgrades/maintenance
  • Communication channel limitations
  • Managing/coaching remote workforce
  • Scalability limitations
  • App integration limitations
  • Managing multiple carriers
  • Agent attrition
  • Customer attrition
  • Siloed data sources

Contact Center Trends

Predict sales

The global CCaaS currently accounts for more than $3 billion; some predict sales will reach $10.5 billion by 2027.


Companies are most interested in CCaaS proposals when existing contracts approach end-of-term.

Artificial Intelligence (AI)

While Covid-19 stimulated the CCaaS market, Artificial Intelligence (AI) has emerged as a key factor in energizing uptake.

Working remotely

Although some companies may adopt an exclusively work-from-home structure, most will use a 60-40 mix, with at least 40% working remotely.

Customer satisfaction

Effective and efficient contact center services have become critical to high customer satisfaction scores.

CCaaS systems

In addition to AI, CCaaS systems often include a call distributor, interactive voice response (CDIVR), outbound predictive dialer (OPDs), and analytics capabilities.


AI-enabled CCaaS will make organizations change selection and competency strategies for contact center staff.

Effective security

Effective security must be interwoven with every CCaaS migration strategy.

Customer experience

Improving the customer experience is the number one driver for CCaaS adoption.

Market leaders

The market leaders are Genesys, NICE CXONE, Five9, and Talkdesk, but niche providers like UJET are gaining market share.

How Contact Center Leaders Can Provide the Best Customer Experience Possible.

Download Our Expert CCaaS Research

A detailed comparison of the top CCaaS providers in the industry ranked against 27 different criteria, including Gartner Magic Quadrant Rankings, Key Competitive Differentiators, Pricing, and more.