Analyst report: Top 10 CCaaS platforms

Forrester's latest Wave report evaluates key contact-center-as-a-service (CCaaS) platforms, noting vendors' AI enhancements and competition with CRM vendors and hyperscalers.

The report highlights three buyer considerations, including:

• Broad CCaaS systems ease management, but newer apps may need time to mature
• Agent experience is vital with better desktops and workflow management
• CCaaS platforms increasingly enable AI for customer service

Download the full report now to learn how you can choose the right contact center platform for your organization’s needs.