Published: 10 September 2025
CCaaS platforms now deliver AI-enhanced, scalable customer engagement across digital and voice channels, enabling automation, personalization and integration for customer service and support technology leaders to transform customer and employee experiences and operations.
Analysts:
Jason Bridge, Drew Kraus, Pri Rathnayake, Pankil Sheth, Megan Fernandez
As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.
Narrow down the product and service criteria most important to you.
Use interactive features to customize usage scenarios based on your organization’s unique needs.
Use data to speed up provider selection and accelerate the procurement process.
We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.
We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.
We benchmark pricing against the market so you avoid unnecessary charges.
We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.
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