Delivering an exceptional customer experience while improving business metrics is a top priority for companies. One key element contributing to this success is the contact centre platform, its features, capabilities, and flexibility. Many businesses are turning to Contact Center as a Service (CCaaS), either fully or as part of a hybrid model, to meet these demands.
In a global market study called the Customer Experience MetriCast 2023 by Metrigy, which involved 1,695 companies, it was found that nearly 32% of those with a contact centre platform have already adopted CCaaS. This adoption rate surpasses other contact centre architectures and is on the rise. With numerous providers of varying sizes and capabilities competing for attention, choosing the right CCaaS solution is crucial.
This growing interest in CCaaS led to the creation of Metrigy’s MetriRank vendor ratings report, focusing on CCaaS providers. This report evaluates the leading CCaaS providers against a set of criteria to determine which ones are best positioned for both current and long-term success.
The CCaaS MetriRank 2023 report, recently published by Metrigy, has identified NICE as the undisputed leader among 11 providers who made the cut. The ranking is based on five key criteria: financial strength, market share momentum, product mix, customer sentiment, and customer business success. Each provider was assessed on these criteria using a five-point scale with weighted scores, resulting in an overall leadership score.
While market share remains important, the report highlights the significance of financial strength and customer sentiment in differentiating providers. Having the right mix of features and capabilities is critical, and most top-tier providers share common capabilities. However, 2023 is expected to be a pivotal year for enhanced product development, particularly in the realm of artificial intelligence, which is poised to become a significant factor in CCaaS.
In the CCaaS MetriRank 2023 ratings, NICE secured the top spot with the largest market share, robust financials, and a full score for its product mix. Following closely behind in the top five are Five9, Cisco, Genesys, and 8×8. The remaining providers in the CCaaS MetriRank, listed alphabetically, include AWS, Dialpad, Sprinklr, Talkdesk, Twilio, and Vonage.
For a more detailed look into the rankings, methodology, and insights into each provider, you can access the full CCaaS MetriRank 2023 report here: https://metrigy.com/ccaas-metrirank-2023-discover-which-providers-are-tops/?utm_source=rss&utm_medium=rss&utm_campaign=ccaas-metrirank-2023-discover-which-providers-are-tops
Additionally, Metrigy plans to release MetriRank reports on Unified Communications as a Service, Communications Platform as a Service, and SIP trunking later this year.
So, if you’re in the market for a CCaaS solution or just curious about the latest trends in customer experience technology, this report is definitely worth checking out!
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