Magic Quadrant for Contact Center as a Service, North America
North America’s CCaaS market has matured to provide application leaders responsible for customer service and support with a range of competitive offers to consider as substitutes for traditional on-premises contact center infrastructure. Here, we assess 10 vendors to help you make the right choice.
Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure (CCI). The key differences are that with CCaaS: connectivity to other cloud-based applications may be easier; consumption is paid for via monthly subscription; and there is a stronger focus on service capabilities, not just product functionality (see “Critical Capabilities for Contact Center as a Service”).
Magic Quadrant for Contact Center as a Service, North America 
Tags: Gartner, CCaaS