How to Choose Your Best-Fit Vendor for Contact Center as a Service
According to Gartner®, "investing in a CCaaS platform will continue to be a key initiative for customer service through 2025, especially as IT organizations migrate from legacy server-based contact center technologies."1
When investing, it's critical that organizations employ a broad customer experience strategy involving not only the application leaders but also key stakeholders to ensure a best-fit solution. A shortfall of such collaborative planning can lead to:
misaligned expectations of critical team members and stakeholders;
inefficient and incomplete RFI/RFPs for vendors;
- lack of thorough investigation into the differentiators and values offered in the market.
This Gartner report, How to Choose Your Best-Fit Vendor for Contact Center as a Service (2021), delivers recommendations and key findings of all aspects of investing in a CCaaS platform - including operational transformation, customer service, and customer experience strategies.
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1Source: Gartner, How to Choose Your Best-Fit Vendor for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Tathnayake, 14 December 2021
Gartner is a registered trademark and servicemark of Gartner, Inc and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
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