Gartner CCaaS Report Drops, Research Firm ID's 'Leaders'
Genesys and Five9 are two of the "leaders" Gartner named. See who else made the "Magic Quadrant" and why.
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Gartner reports that Genesys has witnessed much success, leveraging its business foundation to sell and support Genesys Cloud CX, launching the tool in 2015. And in 2022, the firm added enhancements to digital challenges, customer journey analytics, and work item/task routing.
Placing value on customer service analytics, artificial intelligence (AI) and automation, Gartner reports that the firm extends a robust set of tools to migrate customers from premises-based platforms to cloud-based ones.
As the first native cloud-based cloud contact center, most consider Five9 an industry heavy-hitter. So does Gartner, having named the firm a leader in its 2023 CCaaS MQ report. Regarding the firm, Gartner said the following:
“In the last year, Five9 has added functionality to its offering such as the expanded capacity to support 10,000+ agents per domain, the ability to link domains for virtually unlimited capacity, enhancements to its digital channels offering, and improved agent assist capabilities, among others.”
With 20 years of contact center experience under its belt, Gartner adds that Five9’s strengths boil down to having shifted its core business from midsize contact centers to handling deployments of hundreds and thousands of agents.
Topping the list for CXone, a technical CCaaS platform. NICE offers the CX-centric platform directly and via channel sales that extend internationally.
“In the last year, NICE has added functionality to its offering such as advanced routing capabilities, integrating generative AI with Enlighten for consumer and agent guidance, and enhancements to its dedicated real-time supervisor application, among others,” Gartner wrote in the report.
The firm’s strengths, according to the 2023 CCaaS Magic Quadrant report, are that it might appeal to businesses of all sizes and geographic locations that value CX (customer experience), analytics, workforce engagement, AI and automation.
Since launching Amazon Connect in 2017, Amazon’s earned the business of major companies like Priceline, Deliveroo, Unum, Capital One, Fujitsu, Intuit, John Hancock, the New York Times and more.
The CCaaS tool gets sold directly and through what Gartner calls “an expanding set of large channel partners.” It notes that Salesforce is one such partner that adopted the platform following its 2020 launch of Service Cloud Voice. It embeds Amazon Connect technology.
“In the last year, Amazon Connect has introduced new functionality such as agent step-by-step guidance; case management; and workforce management (WFM) with agent scheduling, evaluation and screen recording,” notes Gartner in the report.
AWS has a massive global reach, which gives it a competitive advantage in the space, Gartner noted.
Next up is the single “challenger,” Content Guru, which most might not be familiar with. But here’s the elevator pitch for the company.
Offered via direct and indirect channels, the 2005 U.K.-based firm has a presence primarily in Europe. Though it has a limited presence in North America, it has added some pivotal functionalities to land it on the list as a challenger.
“In the last year, Content Guru has added functionality to its offerings like enhancements to its conversational AI, WFM and customer journey management capabilities, among others. Content Guru’s vision focuses on large organizations with deep integration and customization needs, particularly multinational organizations in Europe.”
On the muscle front, Gartner adds that Content Guru has “strong references for environments with stringent system resiliency requirements, including emergency medical services, which always require 100% system uptime.”
Now, on to the “niche” players, which combined share decades of experience in the contact center space.
Recognized for its Webex Contact Center, which it launched in 2020, the solution is sold directly and indirectly through the channel. It can support up to 20,000 agents, has agent automation functionaries, and supports third-party AI integrations.
Gartner further remarks that it shares integration capabilities with Cisco’s collaboration suite, both UCaaS (unified communications as a service) and with Webex Connect, its CPaaS (communications platform as a service) offering.
8×8’s offering combines three of the most robust delivery models — CCaaS, UCaaS, and CPaaS — under the guise of a single platform. And according to Gartner, “it is well able to integrate natively with 8×8 Voice for Microsoft Teams, a direct-routing solution.”
As far as consumption models go, its CCaaS solution comes as part of the X Series licensing suite, which includes CCaaS and UCaaS as a bundled offering.
“8×8 Contact Center is also available as a standalone solution. 8×8 has a strong global footprint (as a result of) its leadership in the UCaaS market,” Gartner wrote in the report.
Over the past year, the firm has enhanced CCaaS support for digital channels, AI-enabled self-service, and reporting and analytics capabilities.
And then there was Vonage, now owned by Ericsson as of 2022, yet another industry veteran with more than 20 years of unified communication experience. The firm is in this year’s CCaaS MQ report thanks to its Vonage Contact Center (VCC) offering.
The contact center tool is part of a broad “programmable communications platform” that includes UCaaS, CCaaS, conversational commerce and CPaaS capabilities.
“Over the last year, Vonage has introduced several new capabilities to its VCC offering, such as enhanced integrations to Salesforce and other CRM systems, digital routing, and its virtual assistant offerings, among others,” Gartner wrote.
Ease of use and navigation are among two of the strengths listed by Gartner, as it comments that VCC has an integrated user and administration interface, which customers consistently give “very high ratings on the Salesforce AppExchange.”
Ahhh, the visionaries. Well, in this instance, a single “visionary.” That is Talkdesk, which made the list for its CX Cloud offering.
Initially founded in 2011, the vendor sells its offering directly and through channel partners. Over the past year, Talkdesk made several enhancements to its portfolio, including expanding its vertical market products.
Gartner further states that it improved digital interaction routing and agent assist capabilities. In the 2023 CCaaS Magic Quadrant report, Gartner added: “Talkdesk has a strong service proposition for multi-region organizations headquartered in North America or Europe.”
Looking for additional CCaaS insights? You can download the full CCaaS MQ report for 2023 here.
Ahhh, the visionaries. Well, in this instance, a single “visionary.” That is Talkdesk, which made the list for its CX Cloud offering.
Initially founded in 2011, the vendor sells its offering directly and through channel partners. Over the past year, Talkdesk made several enhancements to its portfolio, including expanding its vertical market products.
Gartner further states that it improved digital interaction routing and agent assist capabilities. In the 2023 CCaaS Magic Quadrant report, Gartner added: “Talkdesk has a strong service proposition for multi-region organizations headquartered in North America or Europe.”
Looking for additional CCaaS insights? You can download the full CCaaS MQ report for 2023 here.
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.
We recently compiled a list of 20 top CCaaS providers offering products and services via channel partners. |
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.
Want to contact the author directly about this story? Have ideas for a follow-up article? Email Moshe Beauford or connect with him on LinkedIn. |
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