Contact center as a service options are now more plentiful than ever, and the array of vendors can make it more difficult to create a short list of providers. That’s where the objective analysis provided by Gartner through its reports and advising services comes in.
As the contact center as a service (CCaaS) space has rapidly grown, many of us have been eagerly awaiting a Magic Quadrant from Gartner covering CCaaS. Well, now it’s official. The first ever Magic Quadrant for Contact Center as a Service, North America was published this month, and we’re excited to announce that Interactive Intelligence is positioned as a Leader in this groundbreaking report.
With the CCaaS space in a high growth stage, the report presents new insights. One of the more striking results is that Interactive is the only vendor to be positioned as a Leader in both this new Magic Quadrant and the Magic Quadrant for Contact Center Infrastructure, Worldwide+.
Why we’re excited
The Interactive executive team anticipated early on the changes in the market that make CCaaS an attractive option. We moved quickly, and in 2009 introduced our single-tenant cloud contact center option, Communications as a ServiceSM (CaaS). Earlier this year we introduced our revolutionary distributed microservice cloud contact center option, PureCloud EngageSM.
The market has rewarded us for our customer focus and innovation. While the success of CaaS is no secret – the service is used at brand name companies across the globe and has been honored in other analyst reports this new Magic Quadrant brings users a unique tool for evaluation. Gartner is known for its thorough research, clear market definitions, and evaluation of vendors along two dimensions: completeness of vision and ability to execute.
We are particularly excited to be positioned furthest in completeness of vision among Leaders In the report, Gartner states that “the CCaaS market in North America is in the early stages of growth, where long-term success is influenced by a strong vision of growth.” We feel this makes completeness of vision particularly important as it demonstrates its future importance.
Continued cloud innovation
A huge part of our success is our deep and broad application-set offered in CaaS. The advanced routing, the digital channels, business process automation, dialer, workforce optimization — all of that is coming into play for completeness of vision. Plus, with PureCloud Engage we have a platform that converges collaboration, communication and customer engagement features in a unique way.
We remain committed to our mission of “deliberate innovation” by offering the most extensive applications and robust service delivery possible.
Not only are we excited that Gartner has released this eagerly awaited report, we’re also very pleased that Gartner recognizes us as a leader and for our completeness of vision!
Make sure you check out the Gartner Magic Quadrant for Contact Center as a Service, North America, here.
* Gartner, “Magic Quadrant for Contact Center as a Service, North America,” Drew Kraus, Steve Blood, Daniel O’Connell, Oct. 15, 2015.
+ Gartner, “Magic Quadrant for Contact Center Infrastructure, Worldwide,” Drew Kraus, Steve Blood, Sorell Slaymaker, May 18, 2015.
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