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 is a key technology platform used to support the customer service experience, whether self-service or assisted by customer service representatives. The technology orchestrates both self- and assisted-service engagement with customers and manages the quality of engagement between customers and customer service representatives, recognizing that premium customer experiences are achieved through premium employee experiences.
No strategic planning assumptions provided.
Vendors must, among other requirements:
A: This research covers the CCaaS market, evaluating vendors that offer SaaS-based applications enabling customer service departments to manage multichannel customer interactions from both customer-experience and employee-experience perspectives. It includes analysis of 10 vendors across four quadrants (Leaders, Challengers, Visionaries, Niche Players), assessing their ability to execute and completeness of vision. The research examines mandatory and common features, evaluation criteria including product capabilities, viability, sales execution, market responsiveness, and customer experience.
A: This research should be used by customer service and support technology leaders who are evaluating CCaaS providers for migration from on-premises to cloud-based solutions. It is particularly valuable for organizations of all sizes seeking to consolidate contact center platforms across multiple regions with a single provider, those requiring support for both voice and digital channels, and those looking to implement AI and automation capabilities. Decision-makers can use this to compare vendor strengths and cautions, understand market positioning, and identify best-fit providers based on their specific deployment complexity, geographic requirements, and functional needs.
A: To be considered CCaaS, solutions must be anchored in inbound voice routing/automatic call distribution (ACD). They must also support: application and native communication connectivity with voice and data access; routing of digital interactions across multiple channels (email, web chat, SMS, social media, video); prepackaged agent, supervisor and reporting applications; and workforce engagement management (WEM) covering agent scheduling, forecasting, recording, analytics, quality management, agent assistance, knowledge management, and workflow routing.
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A: Ability to Execute measures a vendor's current performance and operational capabilities, including product quality, sales effectiveness, customer experience, and overall viability. It focuses on what vendors are delivering today. Completeness of Vision evaluates a vendor's future strategy and market positioning, including their understanding of market trends, product roadmap, innovation plans, and geographic expansion strategy. It assesses where vendors are heading and their strategic planning.