Gartner Research

Critical Capabilities for Contact Center as a Service

Published: 16 October 2019

ID: G00376623

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


CCaaS providers continue to mature in terms of scale, VCA capabilities and carrier connectivity, with leading providers adding marketplaces, communities and visible trust centers to bolster customer support. Application leaders should use this research to assist in their CCaaS buying decisions.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • 8x8 (Contact Center)
    • Content Guru (storm)
    • Five9 (Genius)
    • Genesys (PureCloud)
    • NICE inContact (CXone)
    • Odigo
    • Puzzel (Contact Centre Solution)
    • Serenova (CxEngage)
    • Talkdesk
    • Vonage (NVM Platform)
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Data Center Design
    • Multichannel Contact Management
    • Application Marketplace Integration
    • Standards and Compliance
    • Workforce Engagement Management
    • Virtual Customer Assistant
    • Customer Administration Portal
    • Multilingual Support
    • Pricing and Contract Elasticity
    • Carrier Services
    • SLAs and Trust Center
    • Customer Service and Support
  • Use Cases
    • High-Volume Customer Call Center
    • Customer Engagement Center
    • Agile Contact Center
    • North America
    • Western Europe
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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