2024 Customer Experience MetriStar – Contact Center-as-a-Service Platforms

Published on: April 9, 2024

Author: Robin Gareiss, CEO and Principal Analyst
Four providers 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.

Product Category

Contact Center-as-a-Service Platforms: CCaaS platforms, together with on-premises contact center platforms, are the communications core of customer engagement. At minimum, they provide automated call distribution (ACD) to route incoming voice calls to appropriate agents. They often include interactive voice response, as well. Increasingly, providers are adding artificial intelligence (AI)-based apps, such as agent assist, transcription, and translation, as well as workforce optimization, analytics, and self-service. The cloud-based platforms have the ability to interact with customers over multiple, integrated channels. The emerging technologies may be the vendor’s own or that of an integrated technology partner.

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