The contact center as a service market in North America is growing rapidly. It provides infrastructure and operations leaders responsible for contact centers with a range of viable alternatives to traditional on-premises solutions across various deployment sizes and levels of complexity.
Niche Players are suppliers that may be quite large, but have decided to focus on a particular market opportunity, a set of solutions or vertical markets. Their products and services may still be undergoing product development, or they may be relying heavily on partners to complete the overall service proposition. Niche Players also are likely to be either newer market entrants or those that have yet to build scale in their customer base.
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