4 Key Findings From the CCaaS MetriRank 2023 Report

Research and advisory firm Metrigy recently released its first-ever ranking of Contact Centre as a Service (CCaaS) vendors, evaluating 11 top providers and advising on seven vendors that did not make it into the ranking.

Spoiler alert: 8×8 fared quite well in the analyst and research firm’s ranking that takes into account vendor market share, financial strength, market momentum, product mix, customer sentiment, and customer business success.

But that’s not all you’ll discover in the report. Here are four featured findings:

1. The CCaaS Market is Growing at a 12% CAGR.

Metrigy’s global Customer Experience MetriCast 2023 market size and forecast study, conducted with more than 1,000 companies, finds that while 51% of organizations have a contact centre platform in place, only 32% currently use contact centre as a Service solutions.

2. CCaaS and UCaaS Single Vendor Adoption is Increasing.

Fifty percent (50%) of the nearly 1700 companies in Metrigy’s Customer Experience MetriCast 2023 study say they are now using the same vendor for contact centre and unified communications.

3. The Contact Centre is Receiving Increased Focus and Investment.

Sixty-seven percent (67%) of the 641 companies surveyed in Metrigy’s CX Optimization: 2023-24 global study said that contact centre carries more weight in vendor selection when purchasing a combined contact centre/unified communications platform.

4. Focused on Customer Success.

In the inaugural MetriRank report, 8×8 netted the highest possible score in customer sentiment and the highest score of the group for customer business success.

8×8 received a standout sentiment rating for response time to problems, with strong ratings on technical features, platform reliability, and security. And with regard to customer business success, 8×8 customers saw the highest positive improvement in customer ratings.

This blog post has been re-published by kind permission of 8x8 – View the Original Article

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