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Gartner® Issues 2021 Critical Capabilities Report for Contact Center as a Service

To help organizations in their buying decisions, Gartner has published its 2021 Critical Capabilities Report, which analyzes 12 CCaaS providers and is a companion document to the Gartner CCaaS Magic Quadrant. The analysis is based on 12 Gartner-defined critical capabilities mapped against five use cases.

Five9 scored highest (3.74/5.0) in the Agile Contact Center Use Case. Read the 2021 Gartner report to learn:

  • How vendors are scaling for multiregional and multinational deployments
  • The need for more service-level agreements and penalties for nonperformance
  • How businesses are deepening the employee experience
  • How vendors are making the app marketplace a competitive differentiator
Gartner Report

Download the Gartner Critical Capabilities for CCaaS Report


Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Pri Rathnayake, Drew Kraus, 9 August, 2021. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. 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, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Five9.