Gartner Magic Quadrant Contact Center

Gartner releases two reports, one for Contact Center Infrastructure (CCI) and the other is for CRM Customer Engagement Center (CEC) . The way Gartner differentiates between the two is: “Contact center interactions can be people-assisted or automated self-service, using web chat or interactive voice response (IVR) and speech recognition.

Gartner magic quadrant contact center. Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The 2018 report on the Magic Quadrant for Contact Center Infrastructure, Worldwide, evaluated 11 different contact center infrastructure vendors on completeness of vision and ability to execute. Gartner then positions companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders. This Gartner Magic Quadrant report evaluates vendors of data science and machine learning (ML) platforms. These are software products that enable expert data scientists, citizen data scientists and application developers to create, deploy and manage their own advanced analytic models. Magic Quadrant for Contact Center as a Service, North America October 2019. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Evolve IP.

We are a team of former senior Gartner analysts who’ve written and reviewed hundreds of Magic Quadrants such as the Contact Center Infrastructure Worldwide MQ. We have an in-depth understanding of the factors for Magic Quadrant success and are uniquely placed to give tangible advice that will add value when responding to the CCI Magic Quadrant. * Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019. Gartner Disclaimer. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other. Magic Quadrant Figure 1. Magic Quadrant for Contact Center Infrastructure, Worldwide Source: Gartner (May 2018) Vendor Strengths and Cautions Aspect Software Aspect Software, a U.S.-based, privately held company, is owned predominantly by Guggenheim Partners, GSO Partners and MidOcean Partners. The company is in the process of recasting itself 1 Gartner “Magic Quadrant for Contact Center as a Service, North America” by Drew Kraus, Steve Blood, Simon Harrison, Daniel O’Connell, October 15, 2019. | Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings.

Gartner announced in January that it will be retiring the Magic Quadrant reports for on-premises Unified Communications and Contact Center, and it will be tightening the criteria for inclusion in the UCaaS and CCaaS Magic Quadrant. Here’s a breakdown of Gartner’s rationale and what it means for enterprise communications buyers. NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America. NICE inContact named a Leader and achieves highest and furthest overall position for ability to execute and completeness of vision in the 2019 Gartner Magic Quadrant for Contact Center as a Service, North America. Magic Quadrant Figure 1. Magic Quadrant for Contact Center Infrastructure Source: Gartner (May 2014) Vendor Strengths and Cautions Alcatel Lucent Enterprise Alcatel Lucent Enterprise is a verticalized division of Alcatel Lucent that is headquartered in France. Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019 Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation.

To read the full Gartner report click here. Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Daniel O'Connell, and Simon Harrison 18 October 2017. Gartner, Magic Quadrant for Workforce Engagement Management, Jim Davies and Drew Kraus, 19 January 2017 . About the Magic Quadrant Gartner chose Puzzel as a challenger for its success in providing a full suite of cloud solutions for the contact centre. However, Gartner believes that Puzzel’s reach in the global market is limited. Niche Players. Niche players in the Gartner Magic Quadrant offer a basic level of completeness of vision and ability to execute but may not be. Read verified Contact Center as a Service (CCaaS) reviews from the IT community.. Magic Quadrant. Email this page. Download as PDF.. Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates. Leading research and advisory firm Gartner has released its 2018 Gartner Magic Quadrant for Contact Center Infrastructure Worldwide. The report positions Avaya as a Leader, marking the 17 th time that we have held the position—no one in our industry has demonstrated the history of leadership, vision and execution that Avaya has achieved.

Gartner Magic Quadrant for Contact Center as a Service, North America Summary CCaaS solutons are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure. Gartner Magic Quadrant for Contact Center as a Service, North America, By Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner recognized Genesys as a visionary in workforce engagement management for delivering WEM solutions across the world. Read the full report here. 2020 Gartner Magic Quadrant for WEM | Genesys Genesys named a leader in not one, but TWO Gartner Magic Quadrant reports for Contact Center Solutions this year for contact center infrastructure.

Talkdesk positioned in Leaders quadrant based on both Ability to Execute and Completeness of Vision . SAN FRANCISCO – October 18, 2019 – Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced its recognition as a Leader by Gartner in the 2019 Magic Quadrant for Contact Center as a Service, North America.This is the third consecutive year Talkdesk has been.