Every year, the Gartner Magic Quadrant emerges as one of the most well-respected reports in the communication world, covering topics all the way from UC to CCaaS. Recently, Gartner revealed their Magic Quadrant choices for the top 10 players in the North American Contact Centre as a Service market.
According to Gartner, the North American CCaaS market has evolved significantly in the last year, driven by the demand for better customer experiences (CX) and more flexible technology solutions. Here are the major players for this year.
The CCaaS Leaders
Gartner defines leaders in the CCaaS sector by their strong market presence, and their impeccable range of multi-channel product and service capabilities, this year's leaders include:
- Genesys
- Five9
- NICE inContact
Five9
An application specialist based in San Ramon California, Five9 offers the Virtual Contact Centre solution with services from data centres across the US, UK, and the Netherlands. The VCC supports pre-built integrations with NetSuite, Microsoft, Oracle, Salesforce, Zendesk, and many more popular applications. Five9 reached the Leaders section this year thanks to its powerful vision and robust market presence. Gartner recommends Five9 for scalable multi-channel CCaaS.
Genesys
Based in Daly City California, Genesys offers multi-instance and multi-tenant CCaaS through the PureEngage Cloud, PureConnect Cloud, and Pure Cloud. Currently, PureConnect Cloud is the strongest selling CCaaS offering from Genesys, which also offers multiple integrations with leading applications like Zendesk, SAP, Salesforce, and Oracle. Genesys appeared on the North American CCaaS leaderboard for the depth and breadth of its offerings, and it's significant market presence.
NICE InContact
Nice inContact is an application specialist based in Salt Lake City Utah that offers the NICE inContact CXone solution for CCaaS. CXone provides a competitive option for mid-sized contact centres, and larger environments too. Along with a host of integrations and REST-based APIs, NICE InContact can also sell to companies of various sizes, which helped to support its position in the Leader space this year. Gartner recommends NICE inContact for multi-channel mid-size or larger CCaaS deployments.
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Gartner CCaaS MQ for North America 2018 - click to enlarge[/caption]
The CCaaS Challengers
Challengers for the North American Magic Quadrant in CCaaS also have a strong market presence but focus more on local areas than global expansion. This year's challengers are:
- 8x8
- Serenova
8x8
An application specialist based in San Jose, California, 8x8 provides the 8x8 Virtual Contact Centre service, base don the vendor's advanced multitenant software platform. In 2018, the company launched its X Series offering, which provides the VCC combined with the 8x8 UCaaS offering. 8x8 appeared in the Challengers quadrant this year for its diverse range of solutions, ability to sell to an extensive install-base of customers, and growing market presence. Gartner recommends 8x8 for multi-channel contact centre functionality in the mid-sized space.
Serenova
Located in Austin, Texas, Serenova is an application specialist providing the CxEngage multitenant CCaaS platform. Serenova can support companies of all sizes through the AWS global network of data centres across multiple regions. Serenova also provides a host of in-built integrations with leading applications and offers open APIs too. Serenova appeared in the Challengers quadrant based on its ability to thrive in larger contact centre environments, and its strong market presence.
The CCaaS Visionaries
Gartner chooses Visionaries for the Magic Quadrant based on their robust selection of product and service capabilities, as well as their clear sales, business development, and marketing strategies. The latest visionaries for this year include: