How CCaaS Vendors Can Remain Relevant in a Shifting CX Landscape

August 30th, 2024

Author

Simon Harrison

Analyst and Client Executive Partner

Simon is an industry analyst who has authored over 30 Gartner Magic Quadrant notes as lead and with colleagues. He’s written important research as the Chief of Research advisor for Gartner. He continues to provide deep research and insights as an Executive Partner for Actionary clients and the industry.

Summary

The customer experience (CX) landscape is evolving as diverse vendors, including CRM, Customer Engagement Centers (CEC), and Unified Communications as a Service (UCaaS) providers, increasingly encroach on the Contact Center as a Service (CCaaS) market. This shift is driven by AI advancements and the growing value of data integration across CX functions. Traditional CCaaS players face significant challenges as competitors leverage AI and data to offer more integrated and holistic solutions. This note aims to provide buyers with insights on what to look for in leading CCaaS vendors, and their solutions, based on areas they should be focusing on to deliver true CX capabilities.

Key Take: CCaaS vendors need to focus on forming broader partnerships and enhancing data integration to achieve meaningful advancements in personalization, employee engagement, and AI-driven capabilities. Failure to do so may risk their relevance in an evolving CX landscape.

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