Collaboration and Customer Contact Solutions Competitive Landscape Assessment

This report presents a competitive landscape assessment of collaboration and customer contact solutions in the global market. It defines the product class as encompassing internet protocol (IP) voice, collaboration, and customer contact solutions primarily offered by global service providers to large corporate and multinational corporation customers. The report highlights the challenges faced by service providers due to strong competition and a decline in voice services, while also noting the potential for growth through technologies such as AI and CPaaS. It details the rated competitors in the market, including major players like AT&T, BT Business, and Verizon Business, and discusses recent changes impacting the market landscape. The report outlines key market drivers, including the integration of collaboration solutions with customer contact services, the importance of user experience, and the growing significance of security and compliance in collaboration solutions. Additionally, it emphasizes the role of AI as both a challenge and an opportunity for service providers in enhancing their offerings.