CCaaS solutions are used by contact centres with seats numbering from the tens to the thousands, as they can meet complex and multiregional requirements. This research will help application leaders responsible for customer service find the right provider for their geographic and functional needs.
In Gartner's vendor evaluations, there is a differentiation between two primary types of CCaaS offerings. The first is described as “specialised” offerings, a designation indicating that CCaaS functionality is central to the vendor’s primary enterprise communications and collaboration offering. The second type combines unified communications as a service (UCaaS) and CCaaS functionality, and in some cases communications platform as a service (CPaaS) as well, typically within a bundled offering.
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