Contact Center Platform: Architectural Choice

Author: Beth Schultz, Vice President of Research and Principal Analyst

For MetriCast subscribers only.

Contact Center Platform: Architectural Overview

As part of our Customer Experience MetriCast 2023 global research study, Metrigy sought to gain an understanding of how companies approach customer service and support from an architectural perspective. First, we wanted to know how many of the 1,695 participating companies have a contact center operation and, among those that do, which with architectural model they are supporting it. Second, we wanted to assess differences by vertical, company size, and global region.

The CX MetriCast 2023 study showed that 50.7% of companies have adopted a contact center platform. Among those, most have selected a cloud model as their primary contact center architecture: 31.8% is using a shared server Contact Center-as-a-Service (CCaaS) platform, while another 20.5% uses a single-server hosted platform that is managed by a third-party partner. Among the others, 41.5% uses, owns, and manages an on-premises contact center platform, either at their own location (20.7%) or at a hosting provider’s location.

Table of Contents

• Contact Center Platform: Architectural Overview
  • Vertical
  • Company Size
  • Global Region
• Conclusions and Recommendations