Gartner Research

Critical Capabilities for Contact Center as a Service

Published: 07 August 2023


CCaaS is increasingly pivotal as organizations enhance seamless customer journeys with self-service, assisted service and stronger customer service rep experiences. Customer service and support technology leaders can use this report to help shortlist providers for further evaluation.

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Key Findings
  • Organizations are increasingly looking to contact center as a service (CCaaS) providers to offer a platform to orchestrate seamless customer journeys from self-service on the website or in the mobile app through to assisted service in digital and voice channels.

  • The demonstrability of scalable and multiregional capabilities of CCaaS providers is enabling organizations to start consolidating hundreds of small discrete contact center infrastructure instances with a single service provider.

  • The importance of customer service representative experience and engagement will demand a greater focus on tightly integrated workforce engagement management applications as part of the CCaaS proposal.

  • The CCaaS provider’s marketplace of

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  • 8x8
  • Amazon Web Services
  • Cisco
  • Content Guru
  • Five9
  • Genesys
  • NICE
  • Talkdesk
  • Vonage
  • Data Center Design
  • Telephony-centric Offer
  • Digital-centric Offer
  • Marketplace
  • Developer Environment
  • Workforce Engagement Management
  • Virtual Customer Assistant
  • Customer Administration Portal
  • Agent Experience
  • Pricing & Contract Elasticity
  • SLAs and Trust Center
  • Customer Experience
  • Channel Partner Program
  • High-Volume Customer Call Center
  • Digital Customer Service Center
  • Customer Engagement Center
  • Agile Contact Center
  • Global Contact Center

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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