Gartner CCaaS Report Drops, Research Firm ID's 'Leaders'

The 2023 Gartner CCaaS report, Magic Quadrant for Contact Center as a Service, just landed this week, naming several CCaaS vets as leaders. The research firm dubbed Genesys, Five9, NICE and Amazon Web Services all as “leaders” in the new report. In the “challenger” arena is Content Guru, with niche players being Cisco, 8×8 and Vonage.

Talkdesk was deemed the single “visionary” in the 2023 Gartner CCaaS report.

There was a bit of shifting since 2022 when the lineup was as follows: Content Guru and Five9, challengers; Genesys, NICE and Talkdesk, leaders; and niche players Cisco, 8×8 and Vonage, with AWS named the single visionary last year.

With Gartner identifying the core components of CCaaS as contact routing and interactions, resource management, process orchestration and knowledge/insight, those included on this year’s list appear to be on the right track to building a mature and world-class CCaaS solution.

Gartner CCaaS Report: Magic Quadrant Requirements Stiff

The qualifications for inclusion on the list are stringent, and according to Gartner, the contact center market is undergoing a digital transformation, with many businesses migrating from on-premises to cloud-based CCaaS solutions.

“This includes those with many thousands of agents and advanced digital and self-service requirements,” the report’s authors said.

Those included in this list appear to be on the cutting edge of that paradigm shift from the old to the new world way of conducting business.

In the slideshow above, we take a closer look at all of those “Magic Quadrant” companies included in the 2023 Gartner CCaaS report.