CX MetriCast Market Share and Forecast – 2024 Q1 & Q2
Published on: October 10, 2024
Author: Diane Myers, Principal Analyst
Product and Service Categories and Definitions
- 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.
- 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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