Cloud vendors named by Gartner

Industry analyst Gartner has published its first research note covering cloud contact centre services in Europe.

This research note detailed the development of Contact Centre as a Service (CCaaS) offerings in Europe.

The analyst firm identified four distinct types of CCaaS providers – application specialists, communication service providers, system integrators and infrastructure technology providers .

The report listed a number of suppliers including mplsystems, NewVoiceMedia, BT and Dimension Data.

Gartner’s new research reflects the growing maturity of the CCaaS market in Europe.

“Gartner’s new research note looking at cloud providers of contact centre services reflects what we’ve been seeing for some while – that European organisations of all sizes are keen to take advantage of the latest contact centre technologies – providing they can be implemented rapidly, without upfront costs and with minimal disruption headaches,” commented mplsystems CEO, Paul White.

“In its research note, Gartner highlights how the CCaaS utility model can lower total cost of ownership for organisations – particularly those with variable resource requirements at different times of the year,” he continued.

Jonathan Gale, CEO of NewVoiceMedia, commented, “We are very pleased to be recognised in Gartner’s report – especially for what we believe is confirmation of our service availability and performance. We are committed to delivering efficient contact centre solutions transparently and honestly, and took the bold step of giving our customers complete visibility of the service they are getting from us, through our Trust Site”.

“We want our customers to know that we’re maintaining and monitoring their service 24 hours a day and give them real peace of mind so they can focus on running their business”.