As brands become more experience-driven, contact centers are increasingly coming to the fore.
After all, they often harness a deep well of customer insight, lead the digital charge, and – of course – engage directly with customers.
The Gartner Magic Quadrant for CCaaS 2023 is out now - click here to read our analysis
Yet, managing a contact center is not easy. Planning for the future while managing the status quo is arduous – especially in times of high demand, recruitment woes, and increasing customer expectations.
In many cases, technology is the saving grace. Yet, hundreds of Contact Center as a Service (CCaaS) vendors are out there.
To help leaders cut through the noise, Gartner has assessed nine of the most prominent vendors, pinpointing three market leaders in its 2022 Magic Quadrant for CCaaS.
The Definition of Contact Center as a Service (CCaaS)
CCaaS refers to all cloud-based applications that enable and support companies in communicating with customers across multiple channels.
Housed within CCaaS platforms, these applications - either native or available through third-party integrations – are designed to enhance various customer, employee, and business outcomes.
Yet, according to Gartner, the core capability of a CCaaS platform is to deliver "channel-agnostic" service journeys, which sometimes feature AI-powered self-service options.
The analyst also identifies the three following "optional" CCaaS functionalities:
- Process orchestration to support personal customer engagement.
- Resource management to enhance employee experiences.
- Knowledge and operational insights into the success of service journeys.
Combined, Gartner labels these elements as its " four pillars of great customer service."
CCaaS providers typically offer solutions in each arena. However, not always natively. Each of those included in the Magic Quadrant has its own marketplace to extend its features further and connect the platform with other enterprise solutions. BI, CRM, and UC platforms are all common examples.
By presenting such options to their clients, CCaaS vendors enable contact centers to drive customer experiences forward.
A tantalizing prospect. Yet, it begs the question; which CCaaS provider leads the space?
Assessing nine vendors, Gartner aimed to find out, splitting them into four categories: Leaders, Challengers, Visionaries, and Niche Players.
Gartner Magic Quadrant Leaders
Leaders in Gartner Magic Quadrant provide “strong support” for Gartner’s four pillars of customer service. In addition, they typically work with multinational organizations while delivering localized sales and support. As such, they are highly recognizable brands with large customer bases and have enjoyed above-average market growth. This year’s leaders are:
- NICE
- Genesys
- Talkdesk
NICE
Since its 2016 acquisition of inContact, NICE has led the space, developing significant strengths in contact center analytics, automation, and workforce engagement management. Combining these, NICE is building and refining its self-learning customer interaction modules. These allow clients to spot opportunities to execute AI-driven journeys and workflows and are an excellent example of its innovative service vision, which Gartner lauds. The analyst also singles out its sales and geographic strategy for specific praise. Earlier this year, NICE surpassed $1 Billion in annual cloud revenue.
Genesys
Achieving a $21BN valuation and a $580mn funding round in December 2021, Genesys continues to lead the industry, thanks in part to a strong vision, R&D, and acquisition strategy. Indeed, the vendor snapped up Bold360, Exceed.ai, and Pointillist in a matter of months last year. Such moves impress Gartner, while the analyst also appears to admire the tools and processes that Genesys offers to support clients in moving their contact centers to the cloud. The Magic Quadrant also notes that its operational and channel presence exemplifies the success of the vendor’s geographic strategy.
Talkdesk
Recently taking eighth spot of the 2022 Forbes Cloud 100, the only CCaaS vendor to make the list, Talkdesk demonstrates native and partner capabilities across all four pillars of customer service. Moreover, these capabilities fit into a well-crafted vertical strategy, with the vendor offering industry-specific solutions for mission-critical markets, such as healthcare and finance. Gartner notes this approach as a particular plus point, alongside Talkdesk’s “attractive” pricing, commitment to post-deployment success, and overall service strategy.
