CX MetriCast Forecast Report

Published on: April 5, 2023

Author: Diane Myers, Principal Analyst Product and Services Categories and Definition
  • On-prem contact center: A platform built to support multichannel or omnichannel communications between customers and agents (or self-service systems) with tools that optimize the customer and agent experience. At a minimum, they provide automated call distributors (ACDs) to route incoming voice calls to appropriate customer service agents. They often include interactive voice response (IVR) and, increasingly, artificial intelligence-based apps, such as conversational AI, workforce optimization, analytics, and self-service capabilities.
  • Contact Center-as-a-Service (CCaaS): Customer interaction software-as-a-service (ACD, IVR, predictive dialer, artificial intelligence, channel integration, etc.) provided over a cloud-based platfrom. CCaaS platforms are multi-tenant and are developed by service providers to run in the cloud using microservice technologies.
  • CRM: A platform for managing a company’s relationships and interactions with customers and prospects for contact and sales management. The tools often integrate with project management, marketing automation, contact center, and many other applications and platforms.
  • Communications Platform-as-a-Service (CPaaS): Development platform or low/no-code solutions for functions such as click-to-call and SMS messaging for appointment scheduling or notifications. CPaaS includes and relies upon application programming interfaces (APIs) and software development kits to integrate or develop new applications.
What We Count In this service, we report vendor and provider revenue in US$ recognized during the calendar year. Regions
  • Worldwide: all areas of the world
  • North America: U.S. and Canada
  • EMEA: Europe, the Middle East, and Africa
  • Asia-Pacific: Asia and the Pacific, including Japan and Australia
  • CALA: Caribbean and Latin America, including Mexico

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