The CCaaS Market Evolution report provides a comprehensive view of the rapidly changing contact centre technology landscape. It highlights the pivotal role of AI in transforming customer interactions. The report explains how AI is being used in agent assistants, automated quality management and AI receptionists that are now handling millions of calls.

It also forecasts steady growth in agent demand alongside a significant rise in automated interactions by 2029. The report notes the increasing adoption of cloud-based agents and the integration of Microsoft Teams into contact centre platforms.

The report further outlines the convergence of technology within the contact centre space. Traditional providers now compete with tech giants and CRM specialists, leveraging their resources and AI capabilities to dominate customer interactions. This convergence is reshaping customer experience, with innovative solutions emerging from AI-native newcomers and established marketing software providers.

Our report deliveries include a 1-hour workshop with one of our analysts to answer any questions you have on the research.