The Forrester Wave™: Contact Center As A Service, Q1 2023
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
A: Vendors may appear in one Forrester Wave evaluation and not in subsequent ones for several reasons: they may decline to participate in the evaluation process, they may no longer meet the inclusion criteria (such as revenue requirements, geographic coverage, or feature requirements), they may have exited the market through acquisition or product discontinuation, or they may have shifted their business focus away from the evaluated market segment. The report notes that vendors marked as nonparticipating in the Forrester Wave graphic met the defined inclusion criteria but declined to participate in or contributed only partially to the evaluation.