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UCaaS + CCaaS MetriRank 2026
September 30, 2026
Customer Experience MetriCast: 2023
Summary
Author: Diane Myers, Principal Analyst
Based on a large global study with global technology decision-makers, Metrigy analyzes buy-side market forecasting. It looks at technologies in use, providers, spending, ratings of the providers, and relative success using them. We also examine the percentage of companies that are changing, or planning/evaluating a change in providers, what's driving them to leave, and which new providers they are considering. Categories include:
- On-premises contact center platforms
- CCaaS services
- CPaaS platfroms
- CRM platforms
- Workforce optimization suites
- Knowledge management for self-service
- Conversational AI
- Contact center management tools
- Voice-of-the-Customer analytics tools
Includes MetriStar Award recognition, based on both customer ratings of providers and quantitative metrics correlating the use of products and services with measurable business success, across categories listed above and visual engagement, AI development platforms, agent analytics, marketing automation, and forecasting and scheduling
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