Gartner Research

Critical Capabilities for Contact Center as a Service

Published: 16 October 2019

ID: G00376623

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

Summary

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

Analysis

  • 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

Gartner Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.