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 center—and will be essential for delivering fast, personalized, proactive customer experiences.

This 2025 Forrester Research report introduces a Function‑First Tech Buying Framework for contact center 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 prioritizing platforms that cover required capabilities without duplicative investments.
• Modernize with less risk by assessing what you already have, identifying gaps, and determining where existing vendors can expand capabilities.
• Prepare for agentic CX with capabilities that support self‑service, agent-assisted service, and supervisor insights in one connected workflow.