Magic Quadrant for Contact Center as a Service
Contact Center as a Service
gartner contact center as a service
AWS Recognized as a 2021 Magic Quadrant Visionary
Contact centers are critical to every business' interaction with customers. As customers seek faster and more personalized experiences, vendors must adapt to these needs. Based on the current Contact Center as a Service (CCaaS) landscape, Gartner evaluated 12 vendors to help organizations choose the right solution. In the 2021 Gartner Magic Quadrant for Contact Center as a Service, Amazon Web Services was named a Visionary for a second consecutive year, due to our completeness of vision and ability to execute. In this report, discover why Gartner positioned Amazon Web Services as a Visionary and dive deep into the benefits that CCaaS solutions can bring to your organization.
Gartner’s view of the contact center as a service (CCaaS) market is focused on transformational technologies and approaches to meet the future needs of end users. It is not focused on the market as it is today.
Gartner defines CCaaS as a software as a service (SaaS)-based application that enables customer service organizations to manage multichannel customer interactions holistically in terms of both customer experience and employee experience.
CCaaS solutions are largely systems of differentiation. They enable an adaptive, flexible delivery model with native capabilities across the four pillars of great customer service (see “core capabilities” below) and productized integrations with partner solutions through application marketplaces.
Magic Quadrant for Contact Center as a ServiceContact Center as a Servicegartner contact center as a service Magic Quadrant for Contact Center as a ServiceContact Center as a Servicegartner contact center as a service
Getting connected — with a focus on delivering a channel-agnostic, architected design to create customer service journeys, including intelligent self-service. Services are consumed on a per-seat, per-concurrent-user or transaction basis.
The optional capabilities of a CCaaS solution are:
Process orchestration — supporting increasingly complex and personalized customer engagements.
Resource management — developing and maintaining engaged and empowered staff based on the understanding that engaged employees power a stronger customer experience.
Knowledge and insight — delivering customer and operational insights and recommending next best actions across all functional groups.
Magic Quadrant for Contact Center as a Service
Contact Center as a Service
gartner contact center as a service
CCaaS solutions are used by customer service and telemarketing centers, employee service and support centers, help desk service centers, and other types of structured customer-centric communications operations. They are now the go-to technology for most organizations procuring sub-500-seat contact center environments, particularly where routing of voice-based interactions plays a critical role. They are also starting to be deployed in environments with thousands of seats, although these environments may be composed of smaller entities. This reflects the desire of customer service organizations to consolidate stand-alone environments and move forward with a single, strategic supplier. CCaaS solutions are typically deployed as an integral part of a broader customer service and support technology ecosystem.
Vendor Strengths and Cautions
Magic Quadrant for Contact Center as a Service
Contact Center as a Service
gartner contact center as a service
8x8
8x8 is a Challenger in this Magic Quadrant. Its 8x8 Contact Center is delivered via the 8x8 Experience Communications Platform, which integrates CCaaS, unified communications as a service (UCaaS) and communications platform as a service (CPaaS). It is offered either as part of the X Series UCaaS/CCaaS communications suite or as a stand-alone solution.
8x8 has a strong global footprint as a result of its leadership in the UCaaS market. Its sweet spot for CCaaS is addressing the needs of small and midsize businesses (SMBs), but it can also meet the needs of large enterprises in environments that do not require a great deal of sophisticated functionality.
8x8 has made good progress in terms of strengthening its commitment to the four pillars of great customer service, with partnerships for workforce engagement management (WEM), virtual customer assistants (VCAs) and knowledge management.
Amazon Web Services
Amazon Web Services (AWS) is a Visionary in this Magic Quadrant. Amazon Connect is a specialized CCaaS offering that draws on the broader infrastructure and software capabilities of AWS. Amazon Connect is sold both directly and through an expanding set of large channel partners, notably Salesforce (following its 2020 launch of Service Cloud Voice, which includes an embedded version of Amazon Connect).
Magic Quadrant for Contact Center as a Service
Contact Center as a Service
gartner contact center as a service
AWS launched Amazon Connect on the market in 2017, having developed it internally to serve its own Amazon.com retail customers. It has since been adopted by businesses of all sizes, from startups to very large global businesses, but especially by customers that use AWS as part of a DevOps strategy for service delivery.
AWS continues to develop Amazon Connect as a contact center solution with a graphical user interface (GUI) and an extensive set of APIs, which are used by partners and customers to meet customized customer service requirements.
Magic Quadrant for Contact Center as a Service
Contact Center as a Service
gartner contact center as a service
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