Which Companies Topped Gartner’s Magic Quadrant for 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.
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:
- TeleTech (TTEC)
- CenturyLink (CTL)
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 dan.kobialka@penton.com.
