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Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for a voice-only, omnichannel and digital-channel-only implementation for the 10 solutions featured in this ReportР”Вetailed company reports for the CBCCI solution providers covered in the report, analyzing their products, functionality and future R&D plansР”В¤.

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Implementation analysis vendor implementation methodology and best practices, professional services, training and workshops, return on investment (ROI) time frame and service level agreements (SLAs)Р”В¬ustomer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product features, 7 platform features and 5 WFO/WEM applications High-level technical components overview, including administration and provisioning, recording, security and compliance, business intelligence (BI) analytics and reporting, and data center, backup, disaster recovery (DR) and business continuity (BC) capabilities Review and assessment of the CBCCI competitive landscape, including a high-level company overview and key functional capabilities of the CBCCI solutions, with a high-level overview of the WFO/WEM components in the featured CBCCI solutions Timely discussion of the pivotal role of CBCCI solutions in the contact center's ability to support a work-at-home (WAH) and hybrid staffing model How customer expectations for a great service experience have been altered by the pandemic, and what delivering an outstanding customer experience (CX) means today and post-pandemic How AI is going to alter and improve contact center technology and operations during the next 5 - 20 years How COVID-19 became a catalyst for change in the world of customer service and contact centers, accelerating digital transformation and other enhancements and innovations Overview of the core and optional functional building block components of CBCCI solutions,Р”В«usiness and market trends and challenges that are influencing investments and accelerating innovation and adoptionР”В¬BCCI market innovation, including a review of capabilities and functionality that have been recently introduced or are planned to be delivered in the next 12 - 18 months This means that CBCCI capabilities will be used by a large percentage of knowledge workers far beyond the contact center. The publisher predicts that CBCCI functionality will become a standard productivity tool across enterprises in the next 10 years.

But this is just a small piece of the addressable market for these valuable customer-facing solutions. The adoption rate of CBCCI seats was only an estimated 17% as of the end of the calendar year 2020, evidencing the substantial opportunities these vendors have to open up the rest of the contact center market. These CBCCI vendors are investing heavily in research and development (R&D) to enable their clients to deliver an outstanding and differentiated customer experience, cost-effectively.

Innovation in the contact center market is focused on cloud-based solutions. The CBCCI market is the fastest growing IT sector in contact centers because these solutions are giving enterprises what they want - the agility to meet their customers' evolving inbound and outbound needs, in voice and digital channels. The CBCCI market is active, and the future looks very bright the publisher expects the CBCCI market to continue to pick up momentum over the next 5 years, and likely for at least the following 10, as there are many premise-based contact center seats to replace and even more enterprise-wide opportunities opening up. Strengthening demand for CBCCI solutions during the past 18 months has driven a surge of activity in this market, including a substantial number of mergers and acquisitions. This report is intended to help contact center, IT and enterprise leaders and managers in small, mid-size and large companies select the right solution, functionality and partner to meet their organization's current and future cloud-based contact center infrastructure needs.

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