Gartner Research

Adopt a Pace-Layering Application Approach to Evaluate Your Cloud Contact Center Options

Published: 06 March 2019

ID: G00380237

Analyst(s): Steve Blood , Sebastian Hernandez


The contact center market is migrating to cloud, with disruptive startups competing with established providers. Application leaders should use a Pace-Layered Application Strategy as a foundation for a systematic approach to evaluating offerings to deliver innovation, competitiveness and best ROI.

Table Of Contents
  • Key Challenges


  • Managed Hosted
  • CCaaS
  • Build-Your-Own
  • cPaaS


  • Select the Most Appropriate Cloud Platform by Following a Systematic Approach to Evaluating Service Offers
    • Managed Hosted Services
    • CCaS
    • Build-Your-Own
    • cPaaS
  • Minimize Commercial Lock-In by Negotiating for Maximum License and Contract Flexibility
  • Calculate the TCO of Service Offerings by Evaluating Their Positive Impact on the Organization’s People and Services
    • Service Level
    • Personnel

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