Magic Quadrant for Contact Center as a Service, North America

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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”).

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Tags: Gartner, CCaaS

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