CCaaS in Gartner’s Framework
Gartner Magic Quadrant for Contact Center as a Service (CCaaS)
According to Gartner, Gartner’s CCaaS market is expanding at a rate of double-digit growth. Some might think that the promise of better agents’ experiences, reducing “peaky” contact volumes, and using the use of large-language models (LLMs) is hard to overlook.
But, a variety of other factors influence this development. Some of the most significant are the ongoing important strategic value of customer experience, the emergence of new AI and automation possibilities, and the market’s growing maturity.
Certain vendors do a great job of pushing this maturation forward and expanding the boundaries of CCaaS and also changing how they view the industry. What is a CCaaS in gartner? What is Gartner?
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What is a CCaaS in gartner?
What is a CCaaS in gartner? Gartner describes contact center as a service (CCaaS) as a service that offers SaaS-based software that allow customer service departments to handle multichannel customer interactions from both a customer and employee-experience viewpoint. CCaaS solutions are able to provide an adaptive and flexible delivery model that has native capabilities that span the four elements in the model of technology reference used for Customer Service and Support. CCaaS providers also provide productized integrations with partner products through marketplaces for applications.
According to Gartner the four key elements of the CCaaS platform, which analysts previously described as the “pillars of great customer service”. They are:
- Contact routing and interactions – These apps direct customers to the most effective agents either live or virtual in the best interaction channel.
- Resource management – These tools improve the experience of agents using the latest generation of productivity optimization (WFO) tools.
- Process orchestration – These products deal with complex customer interactions and offer the ability to personalize.
- Knowledge and insight – These features reveal new employee, customer and operational knowledge which inform the best next steps.
The most reputable CCaaS providers will provide native apps across these four areas of focus and often, with integrations to other best-of-breed software.
The APIs are usually available on an open market, which is what every vendor that is included in the Magic Quadrant study provides.
The marketplace can also include integrations with technologies from adjacent market segments – like CRM, UCaaS, ERP, order management, BI, and other platforms.
With this many options the most reputable CCaaS providers allow their customers to access more enterprise-level data and tailor service experiences.
There is a lot more to an “leading” vendor than its ecosystem. Other factors that Gartner considers include its overall level of quality for the product or service as well as its viability and the sales execution/pricing, other factors.
What is Gartner?
Gartner is an IT research company and consultancy previously called Gartner Group. Gartner was established around 1979, through Gideon Gartner and is headquartered in Stamford, Conn.
The company also has locations in North America, Europe, Asia-Pacific and in other regions around the globe. It is traded publicly through the New York Stock Exchange under the symbol IT.
What does Gartner do?
Gartner utilizes tools for data visualization and analysis to assist IT professionals across the globe make the right decisions on investments in technology for their companies.
Gartner offers insights and solutions to a wide range of areas of IT and offers clients practical suggestions for developing strategies, deciding on technologies and implementing them into their business.
Their goal is to assist clients use technology to enhance their performance and generate value for their customers and stakeholders. Gartner’s global research network of analysts offers analysis to help support the decisions of those making them.
Clients of Gartner span from big corporations and government agencies, as well as educational establishments. Gartner is a partner with these organizations in the capacity of a trusted adviser helping them to understand the latest technological trends; constructing plans, strategies and budgets; as well as choosing and deploying the appropriate technology within their companies.
How does a Gartner Magic Quadrant™ work?
Magic Quadrant Magic Quadrant is a tool that offers a visual market position of technology companies to help you make informed investments. With a consistent set of criteria for evaluation that a Magic Quadrant provides a view of the four kinds of technology providers in any area:
| Leaders | execute well against their current vision for changing market rules but do not yet execute well. |
| Visionaries | understand where the market is going or have a vision for changing market rules but do not yet execute well. |
| Niche Players | focus successfully on a small segment or are unfocused and do not out-innovate or outperform others. |
| Challengers | execute well today or may dominate a large segment but do not demonstrate an understanding of market direction. |
Gartner Magic Quadrant Leaders
The leaders in the Gartner Magic Quadrant are awe-inspiring with the range and quality of their solutions which are utilized by many multinational corporations in large-scale enterprise settings. Additionally, they have an extensive support and sales presence around the globe, have a high reputations and have seen above-average market growth. This year’s top companies are:
- Genesys
- NICE
- Amazon Web Services (AWS)
- Five9
Genesys
In the past year, Genesys made a tough choice to change away from its three CCaaS platforms to one platform, making its focus around Cloud CX. Cloud CX platform.
However, it did not compromise its position as a leader. It merely maintained “strong revenue growth.” Gartner pointed out this growth as a key factor, allowing Genesys to invest funds in the public cloud for research and development (R&D) and to continue its expansion.
The expansion has increased the company’s channel and operational presence in a variety of regions. This means that Genesys is a “strong contender” for organizations who want to consolidate their contact centers – in the words of Gartner.
In the end, the analyst praises the process and solutions Genesys provides its customers to facilitate migrations from older environments.
NICE
In the CXone CCaaS platform, NICE provides Enlighten AI, which feeds from an abundance of anonymous intention and action data that was accumulated by the vendor through many years.
In this way, Enlighten has become increasingly sophisticated and sophisticated, with Gartner noting that its AI models provide remarkable conversational guidance and management capabilities on CXone.
The analyst also emphasized the NICE’s expert consulting services in certain industries and their vision to support all-to-end digital journeys as key strengths.
Surprisingly, Gartner didn’t emphasize the importance of workforce involvement (WEM) as well as robot process automation (RPA) as key distinct factors despite its expertise and product expertise in these fields.
Amazon Web Services (AWS)
After a string of years as a visionary company, AWS has entered the top quartile after maintaining its speedy pace of CCaaS innovation, and defining its pricing model.
In fact, Gartner refers to the Amazon Connect pricing model as “the most agile in the CCaaS market,” making sure that customers only pay for seats they use and the capabilities they benefit from.
Additionally, contact centers are able to test new technologies in a play environment, without commitments for the long term encouraging experimentation and innovating across multiple channels.
In addition, Gartner says that AWS has created an impressive group of development partners that can offer ready-to-use solutions as an alternative to the ones that customers put together.
Five9
In addition to AWS, Five9 has finally entered the top quadrant after a few years of being a rival. Gartner believes that its growth of enterprise-focused deployments could be key to this transformation.
In all likelihood, the company was once renowned for selling to mid-sized contact centers. However, it has experienced an explosion in its global reach and is now regularly implementing CCaaS solutions in services, and employs thousands of employees.
One major benefit for enterprises is the Five9’s AI expertise and the company’s ability to demonstrate its capability to provide a variety of applications across different verticals.
Gartner further stated that its customers regularly praise Five9’s post-sale service that gives them the opportunity to gain more benefit from the service.
Gartner Magic Quadrant Challengers
The competitors within the Gartner Magic Quadrant have accumulated significant install bases due to their capability in working with customers of a particular size or within a specific segment. They are, however, generally behind the leaders in their multi-regional approach to market, representation of the marketplace as well as sometimes in developing products. This year’s contenders are:
- Content Guru
Content Guru
Content Guru is gaining an image as an expert in the field of complex CCaaS deployments, which are characterized by stringent requirements for resiliency. This is why it has made substantial progress within sectors such as healthcare.
Additionally, the vendor receives praise by Gartner for the flexibility and scalability of its platform, storm CONTACT.
Focusing on the second The analyst explains how Contact Guru offers an array of automation, integration and cross-platform capabilities through it’s FLOW website for service builders.
However, Content Guru appears to trail market leaders when it comes to support for countries outside of Europe and some customers have expressed concerns about the company’s “a la carte licensing”.
Gartner Magic Quadrant Visionaries
Visionaries within the Gartner Magic Quadrant differentiate their offerings by utilizing innovative and often exclusive capabilities, which can create substantial brand recognition. Usually, they combine this with a clear business development plan. But, they usually trail behind their peers in their investment capacity and the potential for international expansion. The visionaries of this year include:
- Talkdesk
Talkdesk
Talkdesk has lost its position as a Magic Quadrant for the first time in the last four years, due to Gartner citing concerns about the company’s sales and service activities outside Europe in the US.
But the company has continued to grow and has attracted more enterprise customers. As previously as Five9 did, it has also earned an image of working with businesses in the mid-market.
According to Gartner its competitive pricing and innovative features are the main reason for this along with its increased agent-assist, contact routing and low-code features exemplifying the latter.
In addition, the analyst highlights Talkdesk’s pre-packaged specific to the sector CCaaS products as a key strength. Each can be used to create relevant and robust integrations as well as innovative workflows.
Gartner Magic Quadrant Niche Players
Niche players in the Gartner Magic Quadrant have enjoyed an impressive growth. However, this is usually caused by a narrow product or service which relies on partners to efficiently meet Gartner’s four CCaaS foundations. Additionally, these vendors could be in the initial stages of their CCaaS development, limiting their client and partner base. This year’s top niche players include:
- Cisco
- Vonage
- 8×8
Cisco
The stalwart on-premise contact center has taken its time moving to the CCaaS space, and then build an online-native cloud platform that works to its UCaaS as well as CPaaS solutions.
These tight integrations aid in democratizing CCaaS applications, providing tools for contact centers to staff throughout the company and gaining the attention of Gartner.
Analysts also cast a bright reflection on the strength of Cisco’s partner ecosystem as well as its Webex Contact Center’s “good functionalities” across resource management and analytics.
However, Gartner warns that its feature list is substantially from the features that the company offers on-premise. This could confuse many existing customers expecting an easy migration.
Vonage
Vonage provides a very close Salesforce integration that Gartner recognizes as a key feature in its CCaaS platform – noting its impressive ratings in Salesforce AppExchange. Salesforce AppExchange.
Similar to Cisco The vendor also excels in its collaboration offerings, which is able to connect the Vonage Contact Center to its UCaaS and CPaaS solutions.
In addition an analyst focuses on native analytics as an important benefit, which allows to gain a wealth of insights into digital experiences.
Yet, Gartner refers to Vonage’s CCaaS support outside of Europe as “weak”. It also indicates Vonage’s “all-encompassing programmable communications platform approach” is not likely to be popular with a lot of customer support executives.
8×8
8×8 is the leader within the UCaaS Magic Quadrant, establishing an extensive customer base. It has helped the vendor to create a worldwide support network that is often a good fit for the CCaaS and the XCaaS mission.
Alongside the CCaaS-UCaaS mix that is native to 8×8 8×8 also gets praise within the Magic Quadrant study for its Microsoft Teams integration.
In the meantime, Gartner labeled the vendor’s interfaces for supervisors and agents – for supervisors and agents as “easy-to-use”, which is probably a good thing considering its numerous middle-sized customers in the contact center.
The analyst, however, warns that the vendor’s contact center report is not very detailed and suggests that a large portion of its revenue comes from sales channels from third parties. Sometimes, these channels lack substantial CCaaS experience.
Frequently Asked Questions
What is the market trend for CCaaS?
The Contact Center as a Service (CCaaS) market is anticipated to increase rapidly in the upcoming years. According to a report from Fortune Business Insights, the global CCaaS market is predicted to be worth USD 16.43 billion in 2030, expanding at a CAGR of 18% over the forecast time.
Is Genesys a CCaaS?
Genesys is a leading supplier for Contact Center as a Service (CCaaS) solutions. Genesys Cloud is Genesys’ CCaaS solution that is among the most highly-rated and well-known CCaaS solutions available.
