This IDC MarketScape report evaluates leading CCaaS vendors across capabilities and strategies, focusing on scalability, AI innovation, ecosystem strength, and customer value. It analyzes how platforms support omnichannel engagement, automation, analytics, and workforce transformation. The report emphasizes the shift toward AI-powered experiences, hybrid work enablement, and deeper CRM integrations. Five9 is highlighted for its cloud-native architecture, intelligent automation, and focus on enterprise-grade reliability. The assessment positions CCaaS as a mission-critical platform for organizations modernizing customer engagement operations.

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