Contact Centre Market Evolution report
Discover the key trends impacting the CCaaS market, how the market has changed due to emerging technology providers and evolving customer needs.
Years in business
Leading CCaaS providers interviewed
Key markets across Europe and the USA
About Contact Centre Market Evolution report
Over the last few years, rising provision in customer engagement services, contact centre solutions and the increasing demand from end-customers has changed the customer experience (CX) market dramatically. As the UC market matures and saturates competitively, an excellent customer experience solution may provide a key differentiator for service providers.
Data handling, intelligence augmentation, advanced routing, and automation tools are amalgamated together to form some of the world most innovative and effective software platforms. These customer experience solutions have the capability to transform the way that customers interact with any organisation.
Five key areas in the CCaaS Reports
-
Deails on contact centre adoption and the impact of automation on agent numbers
-
Market data across users, revenue, and virtual agents across the US and Western Europe
-
Exploration of emerging technologies, agent experience, and procurement analysis
-
Overview of the competitive landscape and GTM exploration
-
An analyse on pricing with details on different types of contact centre packages
Our methodology
We have undertaken this research to answer the key questions we have been asked in the last 2 years by our service provider customers.Â
With our recent outreach to the industry in surveys and interviews and over 15 years of industry research experience and context, we have built a qualitative and quantitative perspective on the relevance of CCaaS for UC that is unparalleled.
Combined with service provider interviews, desktop research, vendor verification, and our bespoke consulting projects, Cavell has an unprecedented vision of what is happening in each individual market, both from a qualitative and quantitative perspective, enabling us to give you the best insight and ideas to make decisions.
Research Portal and Output
Reports purchased will be accessible through our research portal alongside white papers available to download and specific customer files.
Customer Experience reports are comprised of an individual market report in PDF format.
We allow multiple users from your team to access files.
Workshop with our Analysts
An Analyst workshop is an opportunity for the report specialist Patrick Watson, Head of Research at Cavell, to present the key findings from the research.
A workshop will provide additional context for the research and will highlight the most relevant sections to your company.
Our analysts stay up to date with industry changes and developments. Workshops with our team allow for a greater explanation of the research in the wider cloud comms industry and the chance to have your unique questions answered.
