The latest edition of Gartner’s Magic Quadrant for Contact Centre as a Service ( CCaaS) is now available.
A Quick Overview of Gartner’s Magic Quadrant
Gartner’s Magic Quadrant research helps customer service and support technology leaders find the right provider for their needs. This view of the market is focused on technologies and approaches delivering on the future needs of end users, not only the market as it is today.
Given the speed at which the CCaaS landscape appears to be changing, it’s somewhat interesting to see there’s been very little movement in 2024 as to how the key players are perceived – with only Cisco and Content Guru appearing in different quadrants when compared to the 2023 Gartner Magic Quadrant.
Magic Quadrant for CCaaS 2024
Here is a list of all the vendors – alongside a summary of their solutions and key strengths – which, according to Gartner, featured in their Magic Quadrant for Contact Centre as a Service 2024.
You can download a copy of the full report here.
The Leaders
Genesys
With this latest report, Genesys has been positioned the highest in ability to execute for the last four consecutive years. This marks the 10th year Genesys was named a Magic Quadrant Leader.
The company credits this success to its Genesys Cloud™ experience orchestration platform, which offers expansive global availability; a robust partner and developer ecosystem; and advanced native AI, journey analytics, automation and workforce engagement management capabilities.
Through its continual innovation, ease of use and composability, Genesys Cloud is trusted by more than 6,000 organizations worldwide to drive customer loyalty and deliver superior end-to-end experiences.
Olivier Jouve, Chief Product Officer at Genesys, comments:
“We believe this consistent recognition from Gartner reflects our commitment to enabling diverse organizations to accelerate their cloud evolution and drive key outcomes with AI. The Genesys Cloud platform equips brands to deliver personalized, seamless customer experiences and improve efficiency by easily connecting channels, data, systems and teams. Our rapid pace of innovation is empowering both large multinational enterprises and small to mid-sized businesses with the foundation they need to differentiate and succeed.”
NICE
NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime.
Their solutions allow organizations to operationalize insight and embed it within their daily business processes, empowering them to provide better service, motivate and engage employees and identify potential risk to the enterprise.
The Gartner research applauded NICE for its support services for large-scale, global implementations and simple UI and admin environment.
Barry Cooper, President, CX Division, NICE comments:
“We believe being named a Leader in the Gartner Magic Quadrant for the tenth consecutive year underscores NICE’s commanding role in shaping the future of customer service with its leading CX AI and through full automation. The mandate from C-suite leaders is clear: they want to fully automate customer service, and they are looking for a partner with proven AI at scale to take them there. We believe NICE is leading this revolution, turning that vision into a reality and transforming customer service to provide the smart, seamless and automated experiences organizations are looking for.”
Five9
Five9 is a provider of cloud contact centre software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.
Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results.
The latest Gartner research recognised Five9 as a Leader, in part for its post-sale services that focus on driving continuous value.
Mike Burkland, CEO and Chairman of Five9, comments:
“Continuing to stay focused on helping solve the CX challenges our customers face has long been Five9’s guiding principle. Five9’s AI not only improves customer interactions, but it also elevates them to a new level.
Our AI-driven experiences are hyper-personalized, using contextual data to make every engagement meaningful. We believe that being named a Leader once again validates our approach and reinforces our commitment to innovating industry-defining solutions.
We’re committed to continuing to develop impactful technology that gives our customers the edge to elevate CX and drive better business outcomes.”
Amazon Web Services (AWS)
Amazon Web Services offers reliable, scalable, and inexpensive cloud computing services.
Their Amazon Connect solution was praised in the Gartner Magic Quadrant for being agile for experimentation.
The Challengers
Cisco
Cisco offers an industry-leading portfolio of technology innovations. With networking, security, collaboration, cloud management, and more, they help to securely connect industries and communities.
The latest Gartner Magic Quadrant praised Cisco’s support services and agent well-being management.
The Visionaries
Talkdesk
Talkdesk is a global customer experience leader for customer-obsessed companies. Their contact centre solution provides a better way for businesses and customers to engage with one another.
Their speed of innovation and global footprint reflects their commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability.
In the 2024 Magic Quadrant research, Talkdesk were praised for their responsive and consultative technical account and customer success managers.
The Niche Players
8×8
8×8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform.
With powerful integrations such as 8×8 Contact Centre for Microsoft Teams, 8×8 empowers staff to collaborate faster and work smarter anywhere in the world. Real-time business analytics and intelligence provide unique insights across entire organizations to enhance customer engagement and ignite collaboration.
Chrissy Calabrese, 8×8 Director comments:
“We’d like to thank Gartner for recognizing 8×8 alongside eight other vendors as some of the most well-regarded solutions around the globe for CCaaS technology. This is now the tenth consecutive year that 8×8 has placed in the Gartner Magic Quadrant for CCaaS. Based on our results in the MQ, it is clear we are moving in the right direction. We continue to innovate in 2024, with features like Video Elevation, which is helping our customers troubleshoot concerns remotely, speeding up time to resolution and saving the company from sending valuable resources on site unless absolutely necessary.”
Vonage
Vonage tools and features future-proof contact centres to communicate with confidence and deliver exceptional CX.
In the latest Magic Quadrant, Gartner recognized the VCC solution for its Salesforce Service Cloud interface and optimized capabilities for the midmarket.
Content Guru
From cutting-edge cloud-based technology to the support of world-leading CX specialists, Content Guru provides everything needed to revolutionize the customer experience.
The Gartner research praised their user experience and customer support.
You can download a copy of the full report here.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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Source: Gartner Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024
Author: Megan Jones
Published On: 30th Oct 2024 - Last modified: 7th Nov 2024
Read more about - Technology, 8x8, CCaaS, Five9, Genesys, NICE, Olivier Jouve, Talkdesk, Top Story
