ISG Software Research Analyst Perspectives

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for Topic: Cpaas

Vonage Finds an Alternate Route to CCaaS

Posted by Keith Dawson on 28 May 2026

The contact center market is no longer organized around the same buying logic that defined it for decades. While enterprises still need routing, workforce tools, quality management, analytics and reliable voice infrastructure, those capabilities have become table stakes. A more important question is whether the contact center can operate as part of a broader customer engagement system via... Read More

Topics: Contact Center, CPaaS, Customers and CX - Business & Technologies, Collaboration and Communication, Service Management

CCaaS, CPaaS or UCaaS for CX? It Doesn’t Matter.

Posted by Keith Dawson on 18 September 2024

It is unfortunate that business-focused digital communications are sold under three different headings: Contact Center as a Service (CCaaS), Unified Communication as a Service (UCaaS) and Communication Platform as a Service (CPaaS). (And that just counts the cloud options—let us acknowledge the huge, continuing, installed base on premises.) These are terrible ways to describe complex, varied and... Read More

Topics: Customer Engagement, Customer Experience, Contact Center, Digital Communications, CCaaS, CPaaS