2023 Customer Experience MetriStar – Contact Center-as-a-Service Platforms

Author: Robin Gareiss, CEO and Principal Analyst

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Five providers in a crowded field earned the Metrigy MetriStar Top Provider Award for Contact Center-as-a-Service (CCaaS) Platforms. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ offerings with measurable business success. Contact Center-as-a-Service Platforms: CCaaS platforms, together with on-premises platforms, are the communications core of all customer engagement technologies. At minimum, they provide automated call distribution (ACD) to route incoming voice calls to appropriate customer service agents. They often include interactive voice response, as well. Increasingly, providers are adding artificial intelligence-based apps, such as conversational AI, as well as workforce optimization, analytics, and self-service capabilities. The cloud-based platforms also may have the ability to interact with customers over multiple, integrated channels. The emerging technologies may be their own or that of an integrated technology partner.