Many point to the pandemic as the launchpad for rapid CCaaS adoption, offering greater accessibility and paving the way for today’s hybrid working environments.
Yet, CCaaS migrations continue to soar, with the market expected to double in size by 2027.
The rocket fuel keeping the CCaaS ship on this course – despite the current macro-environment – is made up of many elements.
Easier integrations, increased scalability, and an alternative to often expensive licensing are all significant motivations for contact center leaders to kickstart their cloud journey.
The terrific pace of updates, enhancements, and new features released by prominent CCaaS vendors is also alluring for organizations that view customer experience as a differentiator.
Yet, in such a fast-paced market – filled with talk of AI, new channels, and connectivity – it is often tricky to navigate the vendor mix.
Enter the ISG Provider Lens CCaaS 2022 report, a study that compares the strengths of various CCaaS vendors, isolating what sets market leaders apart.
Here are some of its most striking findings.
Inspecting the CCaaS Leaders
In its report, ISG assessed 44 CCaaS providers, with 21 qualifying for inclusion within the study and just eight crowned as market leaders.
To qualify these eight leaders, ISG’s analysts followed a seven-step process. This included surveying the various vendors, assessing service documentation and figures received from several sources, and mapping them against several criteria.
Such criteria included:
- Strategy and vision
- Tech innovation
- Brand awareness and presence in the market
- Sales and partner landscape
- Breadth and depth of portfolio of services offered
- CX and recommendation
After, ISG put together the following quadrant, which includes almost every stalwart CCaaS vendor.
Commenting on the results, Kenn Walters, CEO of Globus Consulting, stated:
“This quadrant assesses the providers of CCaaS that deliver advanced platforms and solutions to enable innovative customer experience and the associated business benefits expected in the market.”
The leader quadrant is full of the most familiar names in the CCaaS space.
Yet, ISG reserved much praise for Odigo, which works with many European enterprises and is now starting to seep into North America.
As it becomes a more prolific player across the pond, it is perhaps worth inspecting its most notable strengths for those businesses whittling down their list of CCaaS partners.
Odigo: Making Its Mark In CCaaS
Unlike many of its competitors – including NICE, Genesys, and Five9 - Odigo makes its CCaaS solution available across both private and public clouds.
As a result, large enterprises that wish to work in hybrid environments and have more complex deployment requirements frequently favor Odigo.
Indeed, ISG notes that the vendor “provides unique benefits for large enterprises.” These include heightened scalability, deep integrations with the likes of Salesforce, and automation.