Gartner Research

Market Guide for Contact Center Infrastructure

Published: 05 August 2019

ID: G00391371

Analyst(s): Drew Kraus , Simon Harrison, Steve Blood


Despite the market shrinking with the growth of cloud-based CCI solutions, on-premises or hosted remains the preferred deployment model for some. This Market Guide will allow application leaders to differentiate the associated vendors based on their breadth of offerings.

Table Of Contents

Market Definition

  • Market Description

Market Direction

Market Analysis

  • Getting Connected
  • Process Orchestration
  • Knowledge and Insights
  • Managing Resources

Representative Vendors

  • Market Introduction
  • Vendor Profiles
    • Aspect Software
    • Avaya
    • Cisco
    • Enghouse Interactive
    • Genesys

Market Recommendations

Gartner Recommended Reading

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