Gartner Magic Quadrant For Contact Center As A Service

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.

Gartner magic quadrant for contact center as a service. 8x8, Inc., announced it has been named by Gartner, Inc. as a Challenger in the 2019 Magic Quadrant for Contact Center as a Service, North America. Magic Quadrant for Contact Center as a Service, Western Europe Gartner’s 2019 Magic Quadrant for Contact Center as a Service in Western Europe is the culmination of rigorous research into the CCaaS market, and leverages detailed analysis to identify the Leaders, Visionaries, Challengers and Niche players in the field. Gartner, Magic Quadrant for Contact Center as a Service, North America, 15 October 2019, Drew Kraus, Steve Blood, Simon Harrison. 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. Source: Gartner, Inc.: Magic Quadrant for Contact Center as a Service, North America. Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019. 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.

Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Source: Gartner, Inc.: Magic Quadrant for Contact Center as a Service, North America. Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019. Serenova, a leading contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, has been positioned in the Challengers quadrant of the October 2018 Gartner Magic Quadrant for Contact Center as a Service, North America. Based on detailed evaluation of vendors’ ability to execute and completeness of vision, the Magic Quadrant. 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. 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.

In addition to being positioned as a Challenger in the Magic Quadrant for Contact Center as a Service, North America, 8x8 has also been named a Leader in the Gartner Magic Quadrant for Unified. 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 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. According to Gartner’s latest 2019 report, contact centre as a service is set to be the preferred adoption strategy for 50% of contact centres by 2022. As CCaaS solutions grow increasingly popular around the world, business leaders and buyers turn to lists like the Gartner Magic Quadrant for help determining which vendors can best support.

Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019. *Vonage was previously listed as NewVoiceMedia. *Vonage was. 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. Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly. 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.

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 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. 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. Get the Gartner Report to see how top vendors compare for Contact Center as a Service solutions in North America. 2019 Gartner Magic Quadrant for CCaaS, North America | Genesys

Puzzel has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report*, for the fifth consecutive year. According to the report, “CCaaS solutions are becoming the preferred deployment model for many contact centers in Western Europe, replacing traditional on-premises contact.