Gartner Research

Gartner Magic Quadrant for Contact Center as a Service, Western Europe


The CCaaS market in Western Europe has matured and now offers customer service organizations a range of competitive offerings to consider as substitutes for traditional on-premises contact center infrastructure. We assess 10 vendors to help you make the right choice for your business.

Published: 18 October 2017

ID: G00319077

Analyst(s): Steve Blood , Drew Kraus , Simon Harrison , Daniel O'Connell

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • BT
    • Capgemini (Prosodie)
    • Content Guru
    • Genesys
    • IFS (mplsystems)
    • NewVoiceMedia
    • Orange Business Services
    • Puzzel
    • SAP
    • Vocalcom
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

Evaluation Criteria

  • Ability to Execute
  • Completeness of Vision
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players


Market Overview

  • Market Drivers and Inhibitors
    • Drivers
    • Inhibitors

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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