Gartner Information Technology Research

Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide


The contact center infrastructure market continues to consolidate as users shift from best-of-breed "point products" to broader solutions from "cornerstone" vendors. Prospective customers must evaluate vendors in terms of their technology and capabilities in relevant geographies.

Published: 18 November 2008

ID: G00162154

Analyst(s): Drew Kraus , Steve Blood , Geoff Johnson

Table Of Contents
  • Market Overview
    • Market Definition/Description
  • Inclusion and Exclusion Criteria
    • Added
    • Dropped
  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Leaders
  • Challengers
  • Visionaries
  • Niche Players
  • Vendor Strengths and Cautions
    • Aastra Technologies
    • Alcatel-Lucent
    • Altitude Software
    • Aspect
    • Avaya
    • Cisco
    • CosmoCom
    • Genesys
    • Huawei
    • Interactive Intelligence
    • Intervoice/Convergys
    • Mitel
    • NEC
    • Nortel
    • Oracle
    • SAP
    • Siemens Enterprise Communications
  • Ability to Execute
  • Completeness of Vision

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