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Contact Center as a Service (CCaaS) 2026
Author
Adam Cherrington
Author
Spencer Snyder
This will be a complimentary guide that will share insights on current vendors in the CCaaS market. Patients increasingly expect fast, convenient, and personalized communication from healthcare organizations, mirroring consumer experiences from other industries. This is pushing healthcare delivery organizations to upgrade legacy call centers to more modern platforms. The contact center is increasingly expected to tie into broader patient experience strategies, requiring tight integration with EHR, CRM, and scheduling/billing platforms. This report will introduce this new market segment and share publicly available and vendor-reported information on the major vendors operating in this space.
Writer
Sarah Brown
Designer
Kath Spencer
Project Manager
Andrew Wright
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2025 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.