Most leaders expect agentic AI to improve efficiency and consistency. But the bigger shift is operational: AI-powered, agentic service will fundamentally change how work moves through the contact centre – and will be essential for delivering fast, personalised, proactive customer experiences.

This 2025 Forrester Research report introduces a Function‑First Tech Buying Framework for Contact-Centre-as-a-Service (CCaaS), helping you accurately evaluate what a ‘complete solution’ looks like – including both essential functions and the features that help differentiate and scale your service experiences.

Read the report to learn how to:

• Evaluate CCaaS by outcomes, not features – using a function‑first model to evaluate CCaaS decisions with confidence.
• Reduce tech sprawl and cost by identifying overlapping tools and prioritising platforms that cover required capabilities without duplicative investments.
• Modernise with less risk by assessing what you already have, identifying gaps and determining where existing suppliers can expand capabilities.
• Prepare for agentic CX with capabilities that support self‑service, agent-assisted service and supervisor insights in one connected workflow.