Gartner has published a new Magic Quadrant for Contact Center as a Service (CCaaS). The report evaluated CCaaS providers that can serve customers around the world. This is the first year the Magic Quadrant has evaluated vendors in one global report, assessing providers based on global execution and vision.
In the report, NICE inContact, Genesys, and Talkdesk were named as “leaders”. NICE inContact was positioned the highest overall for its ability to execute, whereas Genesys was positioned furthest to the right for its completeness of vision. Five9, Content Guru, 8×8 and Vonage were named as “challengers”.
Paul Jarman, CEO of NICE inContact (pictured above), explained, “To us, this recognition from Gartner is a tremendous accomplishment, and it reinforces that NICE inContact is committed to the four pillars of great customer service, leading the market with innovative solutions to help organisations around the world, both large and small, modernise and remain agile to keep pace with customers’ growing demands in today’s digital world.
“The digital age has transformed the way customers interact with brands, leading to CCaaS solutions growing increasingly popular globally. We have proven success with customers across a broad range of company sizes and verticals around the globe because we not only have a vision for continued innovation but most importantly because we have a demonstrated track record of executing to deliver the capabilities, reliability, scale and services businesses need to achieve their goals.”
According to the Gartner report, “CCaaS solutions are largely systems of differentiation”. The report added that “customers can achieve a better customer experience in the digital channel” and that “emerging providers with a digital first proposition offer an alternative approach to upgrading from legacy customer-premises equipment”.
Sean Taylor (pictured right), CEO of Content Guru, added, “We estimate the core CCaaS market is worth $20bn annually and expect to see 90 per cent of it migrate to the cloud over the next five to six years. Covid-19 has probably taken two years out of that transition process as most organisations have been forced to adopt distributed-working practices.
“We believe that our positioning as a challenger reflects the global, highly scalable, feature-rich CCaaS solutions we have built. We look forward to helping many more organisations deliver outstanding CX, and watching and shaping the evolution of this exciting market.”
The positions of all companies assessed in the report can be seen in the Magic Quadrant below.