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.

Vendor:: NICE
Posted:: May 5, 2025
Published:: May 6, 2025
Format:: HTML
Type:: Forrester Research Report

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