Five9 (FIVN), inContact (SAAS) and Interactive Intelligence (ININ) were named "Leaders" in Gartner's Magic Quadrant for Contact Center-as-a-Service (CCaaS) in North America.

Dan Kobialka, Contributing writer

October 26, 2015

1 Min Read
Five9 FIVN inContact SAAS and Interactive Intelligence ININ were named quotLeadersquot in Gartner's Magic Quadrant for Contact CenterasaService CCaaS
Five9 (FIVN), inContact (SAAS) and Interactive Intelligence (ININ) were named "Leaders" in Gartner's Magic Quadrant for Contact Center-as-a-Service (CCaaS) in North America.

Five9 (FIVN), inContact (SAAS) and Interactive Intelligence (ININ) were named “Leaders” in Gartner‘s Magic Quadrant for Contact Center-as-a-Service (CCaaS) in North America

Gartner noted that these leaders “benefit from being able to support varying levels of deployment complexity, including multi-channel deployments and integration to a variety of third-party systems.”

In addition, Gartner pointed out that the leaders provide a strong multi-channel product and service and support both large and small customers.

Gartner also named “Challengers,” “Niche Players” and “Visionaries” in the CCaaS market that could help the sector expand over the next few years. These companies included:

Challengers:

Niche Players:

Visionaries:

​The CCaaS market is maturing, Gartner said, and the space could grow significantly in the near future.

International Data Corp (IDC) recently predicted that U.S. spending on hosted contact center services would increase from $1.1 billion in 2014 to $1.9 billion in 2019

The technology research firm also noted that U.S. spending on cloud contact center services could increase at a compound annual growth rate (CAGR) of 17.7 percent to $2 billion in 2019, up from $868 million in 2012.

What are your thoughts on the CCaaS market? Share your thoughts about this story in the Comments section below, via Twitter @dkobialka or email me at [email protected].

About the Author(s)

Dan Kobialka

Contributing writer, Penton Technology

Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Patch.com. Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).  

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