According to Gartner,
“By 2024, contact center as a service (CCaaS) solutions that include functionality from all four pillars of customer service technology will represent 70% of all new CCaaS deployments, up from 20% in 2019.”
– How to Choose Your Best-Fit Vendor for Contact Center as a Service
“Selecting technology to support customer service environments can be exceptionally challenging. It’s also extremely important because customer service is a key strategic requirement and represents a significant cost in terms of people and technology. Investment in a CCaaS platform should be for years, in order to minimize the disruption arising from the need to reorient users and managers".
As stated by Gartner “Application leaders responsible for customer service and support technology should:
- • Insist that the evaluation team for CcaaS platforms includes functional, technical and line-of- business staff, as well as customer service advisors and managers.
- • Future-proof (as far as possible) any CCaaS investment by ensuring it aligns with their organization’s broader ambitions for CRM and CX maturation, and by prioritizing capability requirements early.
- • Focus on usecases to assess different vendors’ offerings in an RFP.
- • Take charge of the proof of concept (POC) process by testing both common and innovative use cases. It’s important to allocate time for “test driving” by end-user roles and for identifying what success will look like to the customer service organization.
- • Evaluate short listed vendors’ customer, partner and developer communities for their peer insights, their influence on products’ direction, and the value they add to solutions.