CCaaS Providers: Running the Gartner Gauntlet

Selecting a cloud contact center solution that offers an integrated, omnichannel customer experience requires a strong focus on both understanding the complexity of the interactions and on evaluating the soundness of the solution providers. 

While conducting this kind of competitive analysis is beyond the scope of most contact center buyers, it's available from market researchers at Gartner in their Magic Quadrant for Contact Center as a Service, North America report.


Who is Gartner, anyway?

Gartner has been the trusted advisor to many of the world's most demanding technology enterprises for over 25 years. With 60,000 customers, their reputation has been built on the ability to provide qualitative analysis about a market's direction, maturity and participants.

It's a rigorous process.

Gartner's veteran analysts apply years of industry experience to in-depth interviews with providers and, most importantly, with their customers. Then, using robust performance criteria, they plot providers along two axes: Completeness of Vision and Ability to Execute.

Leaders. Challengers. Visionaries. Niche Players.  The results separate the vendors into quadrants that help enterprises like yours decide which technology provider is the right fit for their unique needs.


The ability to execute

In October, 2017, Gartner plotted three companies that provide CCaaS in the Leader's Quadrant, which evaluates eleven vendors on Completeness of Vision and Ability to Execute. We’re excited that Five9 was placed highest for ability to execute in the leader’s quadrant for the 3rd year in a row.

The complete Gartner 2017 Magic Quadrant for Contact Center as a Service, North America report is an information-rich snapshot of eleven popular CCaaS providers. In addition to the Magic Quadrant chart, the report includes detailed company overviews, strengths, and cautions for each vendor profiled. 

Any business leader considering acquiring a CCaaS solution will gain valuable competitive market awareness by reviewing this report.  You can view it now here.


Related Resources: 

[Research] Five9 Customer Service Index. The current state of customer service, consumer expectations and behavior, and how digital transformation enhances the customer experience.

[Video] Five9 Customers: It's All About Execution. Listen to contact center leaders like you and learn how a Five9 solution gives them the flexibility, scalability, and business intelligence they need to exceed their goals.

[Case Study] OnBrand24. From ease of deployment, to a 30 percent decrease in abandoned calls, to account transparency, to CRM integrations, Five9 dramatically improved this BPO's ability to execute for its customers.


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.