The Project
We received a request from a client who wanted to gain a deeper understanding of how contact centers have been affected by the rise of artificial intelligence (AI), automation, and data analytics. The client also wanted to learn more about Communication Platforms as a Service (CPaaS) from the customer experience perspective and the key features that deliver business value to customers.
Specific Area of Interest
The client was looking for a big-picture snapshot of the Contact Center market, including successful pricing models, the customers for these technology products and services, as well as learning more about third-party service providers. The company was especially interested in understanding the market role and operations of the bigger companies that provide these services.
Our Impact
We were able to connect the client with several experts with years of experience in this sector, including those with high-level roles at some of the bigger companies that provide third-party Contact Center services and sell CPaaS platforms. Thanks to speaking to these experts, the client got a much clearer understanding of how technology has evolved and how it is currently used in this space, as well as an accurate picture of successful pricing models.