Each year, technology industry experts and companies eagerly await the release of the new Gartner Magic Quadrant report. This year is no exception, and the CCaaS (Contact Center as a Service) report, in particular, has brought several surprises.
One of Gartner's analyses this year reveals that the CCaaS market continues to grow at double-digit rates. Why is this? One key factor is the use of generative artificial intelligence (Gen AI) and large language models (LLMs). More and more providers are integrating these models into their systems, automating or streamlining workflows to enhance productivity and performance.
Advanced customer experience strategies by companies also play a central role. The market is maturing, and several key companies are leading this change. Amazon Connect, which was positioned as a 'visionary' in 2022, has now moved to a 'Leader' position thanks to its significant investments and innovations in the CCaaS sector and its attractive pricing structure. Gartner describes Amazon Connect's pricing model as 'the most flexible in the CCaaS market,' as customers only pay for the places and features they use.
Furthermore, Gartner has noted that AWS has created a broad network of development partners to offer ready-made solutions as an alternative to what customers could assemble independently. Amazon Connect customers can test new features in a test environment without long-term commitments, promoting multichannel experimentation and innovation.
Gartner's View on the Contact Center as a Service Market
In its analysis, Gartner focuses on technologies that serve future needs, not just the current market. According to them, CCaaS offers service-based solutions that help customer service departments manage multichannel interactions, taking into account both the customer and employee experience.
Key areas in a CCaaS solution are connection control, resource management, and optional parts like process control and knowledge utilization. CCaaS has become a popular technology for companies looking for alternatives to traditional on-premise contact center technologies. Solutions are widely used in customer service and telemarketing centers, as well as other structured communication operations.
While there is much discussion about the impact of artificial intelligence, many services are still in the experimental phase. It is expected that in the next 12 months, AI will be used in certain applications, such as agent assistance and process automation.
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