Magic Quadrant for Contact Center as a Service
Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS solutions offer an adaptive, flexible delivery model with native capabilities across four functional components: contact routing and interactions, resource management, process orchestration, and knowledge and insight. CCaaS providers also offer productized integrations with partner solutions through application marketplaces. Services are consumed on a per seat, per concurrent user or consumption basis.
No strategic planning assumptions provided.
Vendors must, among other requirements:
A: This research evaluates CCaaS providers based on their ability to execute and completeness of vision in delivering cloud-based contact center solutions. It covers vendors offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both customer-experience and employee-experience perspectives. The evaluation focuses on providers with demonstrated sales, marketing, and operational presence in at least three geographic regions, with minimum revenue of $60 million from CCaaS services.
A: Customer service and support technology leaders should use this research when evaluating and selecting CCaaS providers. It is particularly valuable for organizations looking to migrate from on-premises to cloud-based contact center solutions, those requiring support for many thousands of agents, organizations needing advanced digital and self-service capabilities, and companies seeking to consolidate multiple contact center platforms across regions with a single strategic supplier.
A: CCaaS platforms must include contact routing and interactions capabilities that deliver channel-agnostic design for creating customer service journeys with intelligent self-service, and resource management capabilities for developing and maintaining engaged staff. Additionally, platforms must support both voice and nonvoice channels, offer prepackaged agent/supervisor/reporting applications, provide integration capabilities via GUI or open APIs, and derive at least 50% of revenue from inbound voice agent licenses (ACD). The platform must be multitenant, support organizations from 25 to thousands of users, and allow for elastic licensing that scales up or down with business requirements.
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A: Ability to Execute measures current operational capabilities including product quality, viability, sales performance, market responsiveness, marketing effectiveness, customer satisfaction, and operational efficiency. It focuses on what vendors are doing today and their track record. Completeness of Vision evaluates strategic direction and future positioning, including market understanding, marketing and sales strategies, product development roadmap, business model soundness, vertical market focus, innovation capacity, and geographic expansion plans. It focuses on where vendors are heading and their strategic vision for the market's evolution.