CCaaS or Contact Centre as a Service solutions are some of the most valuable offerings in the communications market today.
Through cloud-based flexible deployments, companies can access the scalable and versatile functionality that they need for their contact centres, without the headache of having to constantly install and provision new technology.
According to Gartner’s latest 2019 report, contact centre as a service is set to be the preferred adoption strategy for 50% of contact centres by 2022.
As CCaaS solutions grow increasingly popular around the world, business leaders and buyers turn to lists like the Gartner Magic Quadrant for help determining which vendors can best support their individual needs.
Important Changes to the Gartner CCaaS MQ
Before we look at some of the market leaders, challengers, visionaries and niche players from this year’s CCaaS Magic Quadrant, it’s worth noting that Gartner has made a few changes to the way it measures CCaaS performance.
For instance, this year, Gartner only included multitenant vendors in their selection, in which all users shared a single software instance. Multi-instance solutions are no longer being included in the report. Additionally, Gartner has also decided to start including only technology providers that sell solutions based on their own intellectual property.
That means that you won’t see any providers on the MQ that provide CCaaS through another company’s core routing platform. This will still be the case if the provider adds extra functionality to a core platform using its own IP (Intellectual Property).
The Top Performers in Western Europe
Now that you know how the magic quadrant has changed, let’s start by looking at the companies that claimed the top spots in Western Europe. This year, Gartner added NICE inContact, Talkdesk, and Telia to the list, while removing BT, Orange Business Services, and Genesys.
The Leaders in the Magic Quadrant for CCaaS are the companies that offer the most completeness of vision, and the greatest ability to execute. This year’s leaders in Western Europe were:
- Content Guru
- Vonage (NewVoiceMedia)
Based in Bracknell, in the UK, Content Guru offers the storm CONTACT CCaaS platform powered through data centres around the UK. Since its launch in 2005, Content Guru has built a presence throughout the UK, the Netherlands, Ireland, Italy, the US, Germany, Singapore, and Japan. The company’s status as a leader in the MQ this year comes from the market success of its cloud-based suite of contact centre solutions, as well as its strong brand presence throughout Western Europe. Gartner recommends Content Guru for flexible and scalable cloud CCaaS.
Formerly known as Prosodie, Odigo is a Capgemini subsidiary that rebranded initially in January of 2019. Odigo is a CCaaS provider independent of the Capgemini brand, with data centres all around Western Europe. Offering direct sales only, Odigo provides out-of-the-box connectors for a range of CRM solutions like Zendesk, Salesforce, and Microsoft Dynamics. Gartner classes Odigo as a leader thanks to the depth and performance of its CCaaS offering, as well as its robust customer base.
Vonage is based in New Jersey, in the US, and recently purchased UK-based NewVoiceMedia. The NVM platform offering is delivered via clustered data centres in the UK and in locations around the US and Germany too. Vonage offers a range of prebuilt integrations with CRMs like Salesforce, ServiceNow, Zendesk and more, and also provides REST-based APIs for integrations too. Gartner chose Vonage as a leader based on its ability to execute in the cloud, and its strong ties with the Salesforce ecosystem.
Challengers in the Magic Quadrant for UCaaS have a higher ability to execute than completeness of vision. This year, there was only one entry to the Challenger section of “Puzzel.”
Puzzel is a Norway-based company that came under new ownership in May 2019 this year. The contact centre solution is a vast multitenant and multichannel solution offering primary data centres in Oslo, with backups in London. Puzzel launched its contact centre offering in 2001 and has been building on its functionality since then. There are a host of pre-built integrations available with Microsoft Dynamics, Salesforce, Zendesk, and more. Gartner chose Puzzel as a challenger for its success in providing a full suite of cloud solutions for the contact centre. However, Gartner believes that Puzzel’s reach in the global market is limited.
Niche players in the Gartner Magic Quadrant offer a basic level of completeness of vision and ability to execute but may not be able to compete with other players in the market for several reasons. This year’s entries were:
Based in Solna, Sweden, Telia is a telecommunications company offering the ACE CCaaS platform. The core services of ACE are supported from data centres located in various locations around Sweden, Finland, and beyond. The centres are managed by Telia and complemented by WebRTC support. Telia’s position as a niche player comes thanks to its vast and impressive ICT proposition, which includes a contact centre solution with fantastic AI features, networking support, and more. Gartner recommends Telia if you want to access the benefits of a high-performance, innovative company.
Vocalcom is a CCaaS provider from France that offers CCaaS in two flavours. The first option is a Vocalcom cloud contact centre application and the second is a Salesforce solution deployed via Force.com. The vendor offers an excellent range of features across Europe, based on its enterprise-centric business and its connection with Salesforce. Vocalcom’s status as a Niche player is centered around its wide cloud-native suite of contact centre functionalities. Gartner recommends this brand as a flexible, multichannel contact centre solution.
Similar to niche players, visionaries in the Gartner Magic Quadrant don’t quite compete with challengers and leaders yet, but they do offer a great degree of completeness of vision. This year’s entrants were:
- NICE inContact
Talkdesk is a CCaaS company from California that supports mid-sized contact centres, as well as other bespoke solutions. Talkdesk offers a vast range of integrations with leading solutions like ServiceNow, Salesforce, and Microsoft Dynamics.
Additionally, Talkdesk can use software development kits or APIs to integrate with additional third-party systems. Talkdesk’s position as a visionary in the Gartner Magic Quadrant comes from its ability to approach customers with innovative solutions to contact centre solutions. Gartner commends the company’s unique partnership ecosystem and customer service.
NICE inContact is a communications brand headquartered in Israel. Through the CXone offering, NICE provides purpose-built solutions for customer interaction management, alongside exceptional workforce management functionality and more. NICE inContact offers services from a host of reliable data centres around the world and integrates with leading CRMs like ServiceNow, SAP, Salesforce, and Zendesk. NICE also offers REST APIs for integrating with third-party systems. NICE’s position as a visionary is based on its strong ecosystem of application offerings for more complex environments, and it’s progress in realizing the potential within a growing western marketplace.
The Top Performers in North America
Now we come to the Gartner Magic Quadrant list for Northern America. There’s bound to be a number of leading CCaaS providers that you recognise from this list, including the new addition of Vonage (NewVoiceMedia), which appeared this year.
Unfortunately, the change to the requirements for the CCaaS Magic Quadrant meant that a couple of companies, including Cisco (BroadSoft) and TTEC, were dropped for 2019.
As mentioned above, Leaders in the Magic Quadrant are those that earn the top spot for their completeness of vision and ability to execute. This year’s leaders for North America were:
- NICE inContact
Israeli-headquartered company Nice inContact appeared both on the Western Europe and Northern American Magic Quadrant lists for CCaaS this year, highlighting the company’s global reach. The business offers a wide range of CCaaS solutions via a multi-channel interaction management platform, CXone, which comes with access to a variety of other features, including WEM functionality from parent brand, NICE. Gartner commended NICE this year for its integrations with various leading tools like Salesforce and Zendesk, as well as its robust app ecosystem, supported by REST-based APIs. NICE was named a leader for the North American quadrant based on its size and ability to sell to companies from various backgrounds.
Five9 is a communications company based in California in the US. The Genius solution from Five9 is based on the company’s own cloud platform. Although Five9 has previously focused on the small and mid-sized market for contact centre, it’s increasingly gaining traction in other larger accounts. Additionally, Five9 also supports integrations with a host of CRMs, including NetSuite, Microsoft Dynamics, Zendesk, Salesforce, ServiceNow and many more. Five9’s status as a leader came from its strong market presence, and its ability to deliver solutions across a range of deployment sizes. Five9 is excellent for multichannel CCaaS
Based in California, in the US, Talkdesk is a communications company that supports midsize contact centre offerings but can also scale up or down to suit different needs. Talkdesk offers seamless integrations with many leading CRM tools, including Salesforce, ServiceNow, and Zendesk. What’s more, there are also around 20 additional CRM and help-desk integrations that can connect with Talkdesk. Thanks to APIs and SDKs, Talkdesk can integrate with other third-party systems, and Gartner listed this company as a leader this year based on it’s an innovative approach to giving customers expanded functionality in the contact centre, and its amazing customer service.
Based in Daly City in California, Genesys offers CCaaS through the PureCloud platform, initially aimed at small to midsized customers that require support for less than 250 agents. Genesys can scale to support customers with thousands of agents too. PureCloud is the only offering from Genesys that met Gartner’s requirements this year, but it was deemed healthy enough to deserve a place in the Leadership category. Gartner commends Genesys’s ability to integrate with other leading CRM tools, as well as its use of REST-based open APIs. Genesys’s status as a leader came from the breadth of its offering, and its strong market presence.
The Challengers for this year’s Magic Quadrant for CCaaS in North America were 8×8 and Serenova, two innovators that we’ve seen in the news a lot here at UC Today.
Based in San Jose, California, 8×8 provides the 8×8 Contact Centre to CCaaS customers. The solution is available either as part of the X Series offering or as a standalone solution. 8×8 dialer provides predictive outbound agent calling support, as well as UC solutions as part of the X Series strategy. 8×8 supports a variety of pre-built integrations with Microsoft Dynamics, Salesforce, NetSuite, Zendesk, ServiceNow, and Hubspot, among other companies. Additionally, 8×8 contact centre supports unique integrations via web-services-based API tools. Gartner listed 8×8 as a challenger thanks to its wide selection of offerings and ability to sell to a huge range of customers, including those that need UC support.
Based in Austin, Texas, Serenova offers CXexchange to customers of all sizes and backgrounds. The company is particularly experienced at supporting large enterprise deployments through the CXEngage service. Serenova offers pre-built integrations with Infor, Microsoft Dynamics, Zendesk, Salesforce, Sugar CRM, and more. Additionally, the company offers open API support for companies that want to create their own custom solutions. Serenova’s status as a challenger was given by Gartner based on its ability to sell to larger environments, and its growing presence in the marketplace.
There were a couple of niche players that made it into the Gartner Magic Quadrant list for CCaaS in North America this years. While these businesses couldn’t reach the status of leader or challenger yet, they were strong enough to deserve recognition from Gartner. The two entrants were:
- Evolve IP
- Aspect Software
Based out of Wayne in Pennsylvania, Evolve IP offers access to easy CCaaS functionality through the Evolve Contact Suite. This solution often comes bundled with the Evolve IP UCaaS and data centre services. What’s more, Evolve IP sells primarily to small and midsized contact centres, but it can also offer support to more substantial businesses too. Evolve IP earned its status as a niche player with the Gartner Quadrant this year based on its focus on selling to a broad installed base. However, Gartner noted that its market presence is somewhat limited.
Based out of Massachusetts in the US, Aspect Software offers CCaaS through the Aspect multitenant platform. Built with refactored components from a previous on-premise solution, the Aspect Via CCaaS offering comes with support for multichannel customer interaction, and support for inbuilt integrations with Salesforce and Microsoft Dynamics. Aspect also supports custom integrations with CRM systems and various third-party vendors through API tools. Aspect was named a niche player this year based on its relatively small market presence compared to other competitors in the list this year.
Finally, we come to the Visionaries for this year’s North American Magic Quadrant in CCaaS. These visionaries might not be as big as some of their competitors, but that doesn’t mean that they don’t have an excellent depth of vision to bring to the market. This year’s only visionary for North America was Vonage, a company that also appeared in the West European CCaaS Magic Quadrant.
Based in New Jersey, in the US, but with a presence in the UK thanks to the purchase of NewVoiceMedia, Vonage has a powerful reach in the CCaaS market. The company offers the NVM Platform solution for CCaaS, which is operated from data centres worldwide, including in the US. Like many competitors in the MQ this year, Vonage provides integrations with Salesforce, ServiceNow, Zendesk, and other leading tools as standard, as well as custom integrations delivered through REST-based open APIs. Though historically, sales of NVM have been direct, the business has proliferated with a strong partnership base over the last year or so. Vonage’s status as a visionary is based on the company’s active collaboration with Salesforce CRM solutions. However, Gartner notes that Vonage has a limited market presence in North America.
What Do YOU Think About This Year’s Lists?
There have been some significant changes to the Gartner Magic Quadrant for CCaaS this year, based on an evolving set of criteria for what Gartner deems to be worthy of admission. We’ve seen the loss of some valuable brands from both the North American and West European lists, as well as the arrival of some new contenders too.
What do you think about the changes to this year’s Magic Quadrant for CCaaS? Do you agree with all of the positions for the leading companies? Let us know in the comment section or join the conversation on social media.