Gartner Research

Magic Quadrant for Contact Center as a Service, North America

Published: 15 October 2019

ID: G00376616

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

Summary

CCaaS solutons are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure. We assess nine vendors to help application leaders responsible for customer service and support technology make the right choice.

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • 8x8
    • Aspect Software
    • Evolve IP
    • Five9
    • Genesys
    • NICE inContact
    • Serenova
    • Talkdesk
    • Vonage (NewVoiceMedia)
  • 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

Context

Market Overview

  • Market Drivers and Inhibitors
    • Drivers
    • Inhibitors

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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