Gartner® report

Lessons learned from implementing contact center as a service solutions

See what decision makers would have done differently and what advice they’d give.


  • Defining Desired Business Outcomes; Consulting Stakeholders Across Different Teams to Identify CCaaS Requirements

  • Conducting POCs With Shortlisted CCaaS Vendors; Buying an Appropriate Licensing Model

  • Constructing a Robust Transition Plan; Focusing on Optimizing Call Flow Design

  • Investing in Comprehensive CCaaS-Related Training Sessions for End Users

Download this report to learn key lessons and see the most popular recommendations by Peer Insights™ reviewers to help in your implementation of a Contact Center as a Service (CCaaS) solution.

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Gartner, Peer Lessons Learned for Contact Center as a Service Solutions Implementation,Peer Contributors, 21 February 2023

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