Gartner Research

Critical Capabilities for Contact Center as a Service


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


  • 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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