As the Cloud Communications market has matured over the last 10 years, Service Providers operating in this space have looked for ways to differentiate themselves from the competition as the market moves away from basic voice services. Similar to how voice services have moved from on-premise PBX products to hosted Unified Communications products, contact center solutions are increasingly becoming part of a service provider portfolio.

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 Cavell have also produced a report which examines the benefits that Contact Center services can give to Service Providers in enhancing their solutions, what some of the most common contact center features are, and the various options for delivering contact center to their customers with some examples of who the Service Providers can work with.