CMSWire: The Ultimate Guide to CCaaS Providers and Platforms for 2025
Melissa Copeland contributed to this article by Scott Clark in CMSWire that details the transformational benefits of CCaaS and compares its top providers.
Melissa Copeland, founder and principal at contact center consultancy Blue Orbit Consulting, told CMSWire, "The visibility to center and customer data combined with the speed that centers can change almost anything about how their technology operates is a key benefit." Copeland pointed to the shift from large capital expenditures to predictable, license-based spending models, noting that savvy buyers can negotiate pricing to match actual usage—something that was rarely possible with legacy infrastructure.
The author also highlighted the shift toward agentic AI (which Melissa spoke about in a recent piece about her own consumer experience).
AI in CCaaS is evolving beyond scripted responses or traditional chatbots. The next wave is likely to be defined by agentic AI—systems capable of decision-making, proactive assistance and even triggering backend actions without human initiation.
