Gartner Research
Critical Capabilities for Contact Center as a Service
Summary
The CCaaS market has matured to a point where solutions are now more viable for multinational organizations, while the coronavirus pandemic accelerates adoption for cloud-based contact centers of all sizes. Application leaders should use this research to assist in their CCaaS buying decisions.
Published: 10 November 2020
ID: G00464304
Analyst(s): Drew Kraus , Steve Blood , Pri Rathnayake
Table Of Contents
What You Need to Know
Analysis
- Critical Capabilities Use-Case Graphics
- Vendors
- 8x8 (8x8 Contact Center)
- AWS (Amazon Connect)
- Content Guru (storm CONTACT)
- Evolve IP (Evolve Contact Suite)
- Five9 (Intelligent Cloud Contact Center)
- Genesys (Genesys Cloud)
- Lifesize (CxEngage)
- NICE inContact (CXone)
- Odigo
- Talkdesk
- Vocalcom (Hermes360)
- Vonage (Vonage Contact Center)
- Worldline (WL Contact)
- 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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