Gartner Research

Gartner Magic Quadrant for Contact Center as a Service

Summary

As cloud contact center offers mature, organizations are starting to consolidate to a single CCaaS provider for operations in multiple regions. Application leaders responsible for customer service can use this research to assess the best-fit provider for their geographic and functional requirements.

Published: 09 November 2020

ID: G00464281

Analyst(s): Steve Blood , Drew Kraus , Pri Rathnayake

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • 8x8
    • Amazon Web Services
    • Content Guru
    • Evolve IP
    • Five9
    • Genesys
    • Lifesize
    • NICE inContact
    • Odigo
    • Talkdesk
    • Vocalcom
    • Vonage
    • Worldline
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

  • Honorable Mentions

Evaluation Criteria

  • Ability to Execute
  • Completeness of Vision
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players

Context

Market Overview

  • Market Direction

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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