Gartner Research

Cloud-Based Unified Communications and Contact Center Momentum Is Refocusing Our Magic Quadrant Research for 2019

Published: 11 January 2019

ID: G00377792

Analyst(s): Daniel O'Connell , Mike Fasciani , Drew Kraus

Summary

Enterprise buying patterns are shifting dramatically in favor of cloud-based UC and CC solutions as premises-based options have reached full maturity. Application leaders responsible for the digital workplace and customer experience should reference our new Magic Quadrant and Market Guide research.

Table Of Contents

Analysis

  • Comparisons Between On-Premises, SaaS and Hosted/Managed Models
  • SaaS Deployment Model Compared to Partner-Hosted/Managed Model
    • Key Drivers for the Building Momentum for UCaaS and CCaaS Deployment Options
    • Changes to Gartner’s Research and 2019 Magic Quadrant Coverage

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