Decision-makers often leverage the Gartner Peer Insights platform to scour verified reviews of enterprise technology.
Across an 18-month period, ending in November 2023, the platform published 1,444 reviews of CCaaS solution providers.
Those reviews contain answers to a standard set of questions, which customers score on a scale from one to five.
Hoisting this insight, Gartner developed a "voice of the customer" study, highlighting how the top 11 most reviewed vendors match up.
Most notably, the research firm presents the following matrix, which groups vendors into four cohorts: Customers’ Choice, Strong Performer, Established, and Aspiring.
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Gartner Peer Insights "Voice of the Customer" for CCaaS 2024[/caption]
Yet, the report also offers many more insights into each vendor. Here is an overview of some of those insights – alongside a direct comparison with last year’s report.
Headline Takeaways
NICE is this year’s only global "Customers’ Choice" CCaaS vendor.
Last year, Gartner also included AWS and Talkdesk as Customer Choice Vendors. However, they dropped into the "Established" Category this time around.
That fall comes as the percentage of customers willing to recommend both providers slipped – as evident in the 2023 vs. 2024 comparison below.
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Gartner Peer Insights "Voice of the Customer" for CCaaS 2023: Willingness to Recommend[/caption]
In the case of AWS, it fell by two percent. Yet, much more worryingly, Talkdesk plummeted by 27 percent – with only three in every five customers willing to recommend the vendor.
On a more positive note, 8x8, Five9, and Genesys enjoyed a big jump in this metric.
Yet, Dialpad achieved the biggest uplift, with 95 percent of customers now willing to recommend the provider. That places them at the top of the chart, alongside Content Guru.
As that statistic also suggests, Content Guru made a big impact on its first appearance in the report, replacing Odigo on the top 11 most reviewed CCaaS providers list.
In addition, the vendor impressed in the other pockets of the study, which share how the CCaaS providers performed across various market segments and geographies.
For example, it joined NICE in the Customers’ Choice quadrant for the midsize enterprise (50M – 1B USD) specific section of the study.
The matrix for this particular segment – alongside several others - is available within Gartner’s report.
Insights Into Each of the 11 Vendors
The vendor-specific section below spotlights additional, thought-provoking insights from the Gartner Peer Insights "Voice of the Customer" study.
8×8
68 percent of customers give 8x8 a five-star overall review for CCaaS. They also spoke highly of the sales and deployment experiences, which – on average – scored a 4.8 out of five.
The report also underlines 8x8’s prowess in the midmarket space, with 88 percent of reviews coming from businesses with a market valuation of between $50MN and $1BN.
8x8 seems to have bolstered its presence in APAC, too. Yet, with no reviews from LATAM, service leaders within that geography should read these findings with caution.
Amazon Web Services (AWS)
AWS performs well within the report despite losing its Customers' Choice status. Indeed, 94 percent of its customers give the vendor a four- or five-star review.
AWS also demonstrates a broad base of customers across various industries, geographies, and business sizes, with 16 percent of reviews coming from large enterprises worth more than $10BN.
Such large enterprises have more complex requirements. Yet, AWS still scores 4.5 out of five for its support experience and 4.4 for its deployment experience.
Cisco
The report reflects the significant strides Cisco has taken within the CCaaS space over the past 12 months, with 95 percent of customers giving the Webex Contact Center a four- or five-star review.
Moreover, 78 percent now say they would recommend the vendor, four percent more than the figure from the previous report.
The vendor has also achieved an uptick in its ratings across categories, including product capabilities, sales experience, and deployment experience. Although, the latter is below the report's mean figure.