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Gartner performed a rigorous evaluation of 10 call center vendors for completeness of vision and ability to execute. North America’s CCaaS market has matured to provide application leaders responsible for customer service and support with a range of competitive offers to consider as substitutes for traditional on-premises contact center infrastructure. This report defines the scope of today’s Contact Center as a Service market and informs technology buyers about the key elements that a CCaaS solution must have to drive value for the business, and its customers. Included in this report:
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