Gartner Magic Quadrant for CCaaS 2023

The latest edition of Gartner’s Magic Quadrant for Contact Centre as a Service ( CCaaS) is now available.

You can download a copy of the full report here.

The highlights include considerable year-on-year shifts for Five9 and Amazon Web Services (AWS) – who have both moved into ‘Leaders’, and Talkdesk – who has moved into ‘Visionaries’.

You can also find out more in Call Centre Helper’s Top CCaaS Vendors for 2023

What is a Gartner Magic Quadrant?

Gartner’s Magic Quadrant research helps customer service and support technology leaders find the right provider for their needs.

This view of the market is focused on technologies and approaches delivering on the future needs of end users, not only the market as it is today.

That being said, the Magic Quadrant appears US-Centric, and other vendors across into Europe that would also be worthy of a mention include Odigo, Diablocom, Puzzel, RingCentral, MaxContact, babelforce, UJET, Computer Talk Technology, and Sytel.

Magic Quadrant for CCaaS 2023

Here is a list of all the vendors – alongside a summary of their solutions and key strengths – which, according to Gartner, featured in their Magic Quadrant for Contact Centre as a Service 2023.

Five9

Five9 is a leading provider of cloud contact centre software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually.

Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. 

The Gartner research commended Five9 for building competencies in AI and natural language understanding (NLU) sales and deployments, alongside how customers frequently praise the company for their support.

Mike Burkland, Five9 CEO and Chairman comments:

“We are honoured to be recognized by Gartner as a Leader in contact centre as a Service. We believe this recognition is a testament to the dedication of our team, the strength of our platform, and our relentless pursuit of innovation.

We believe this milestone reflects that we continue to be on the right path, and we remain steadfast in our mission to deliver joyful CX and better business outcomes.”

Click here to find out more: Five9 Named a Leader in the 2023 Magic Quadrant for CCaaS

Genesys

Through the power of Genesys cloud, digital and AI technologies, organizations can realise Experience as a Service, their vision for empathetic customer experiences at scale.

With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

In their Magic Quadrant research, Gartner recognized Genesys’s wide geographic reach, the strength of their tools and offerings, as well as strong revenue growth enabling them to fund acquisitions.

Olivier Jouve, chief product officer at Genesys comments:

“Our market leadership and platform’s rapid growth demonstrates a track record of helping organisations — of any size, in any industry, all over the world — bridge customer and employee experiences through people-centric innovation that drives business outcomes.”

Click here to find out more: Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

NICE

NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime.

Their solutions allow organizations to operationalize insight and embed it within their daily business processes, empowering them to provide better service, motivate and engage employees and identify potential risk to the enterprise.

The Gartner research applauded NICE’s vision for supporting end-to-end digital-first journeys, as well as their ability to provide consulting services to a wide range of customer sizes and vertical markets.

Barry Cooper, President, CX Division, NICE comments:

“We believe this recognition from Gartner amplifies NICE’s ongoing commitment to lead the next generation of customer service with CXone.

CXone, with advanced AI capabilities and a complete approach to managing full customer journeys across unattended, attended, digital and voice interactions, is allowing organizations to differentiate through customer experience in today’s digital era.”

Click here to find out more: Gartner Magic Quadrant Names NICE a CCaaS Leader

8×8

8×8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform.

With powerful integrations such as 8×8 Contact Centre for Microsoft Teams, 8×8 empowers staff to collaborate faster and work smarter anywhere in the world. Real-time business analytics and intelligence provide unique insights across entire organisations to enhance customer engagement and ignite collaboration.

In Gartner’s Magic Quadrant research, they were recognized for their global presence and ease of use interfaces for agents and supervisors alike.

Talkdesk

Talkdesk is a global customer experience leader for customer-obsessed companies. Their contact centre solution provides a better way for businesses and customers to engage with one another.

Their speed of innovation and global footprint reflects their commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability.

In the 2023 Magic Quadrant research, Talkdesk were praised for their strong customer growth and prepackaged industry-specific products for vertical markets.

Vonage

Vonage tools and features future-proof contact centres to communicate with confidence and deliver exceptional CX.

In the latest Magic Quadrant, Gartner recognized the VCC solution for high customer ratings, focus on continuous improvement, and more.

Amazon Web Services (AWS)

Amazon Web Services offers reliable, scalable, and inexpensive cloud computing services.

Their Amazon Connect solution was praised in the Gartner Magic Quadrant for offering customized solutions for customer service, and consumption-based pricing.

Cisco

Cisco offers an industry-leading portfolio of technology innovations. With networking, security, collaboration, cloud management, and more, they help to securely connect industries and communities.

The latest Gartner Magic Quadrant praised Cisco’s Webex Contact Centre for its functionality and support for digital channels.

Content Guru

From cutting-edge cloud-based technology to the support of world-leading CX specialists, Content Guru provides everything needed to revolutionize the customer experience.

The Gartner research praised Content Guru’s storm CONTACT offering, as well as their extensive experience in large and complex deployments.

You can download a copy of the full report here.

Additional Insights

Ventana

From a different perspective, the Ventana Research ‘2023 Buyers Guide for Contact Centre Suites’ highlights the following as ‘Exemplary’ vendors:

• Avaya
• Content Guru
• Genesys
• LiveVox
• NICE
• Salesforce
• Talkdesk
• Verint

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Source: Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 7 August 2023

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.