Competitive Landscape of CCaaS 2020 pt. 1

How Call Center as a Service (CCaaS) is Growing

CCaaS is beneficial for any company that utilizes call centers or is looking to improve their overall customer experience. CCaaS is the ideal call center technology in the current age of the consumer. Furthermore, its potential for connectivity is immense with the global contact center software market expected to grow to $50 billion by 2025.

Making sense of the top CCaaS providers is made easy by a helpful entity that has been tracking the leaders, visionaries, and challengers of the CCaaS market for some time now. That entity is Gartner.  

The Gartner Magic Quadrant Report

Each spring, Gartner’s report positions the vendors in the CCaaS market. Gartner evaluates how the leading providers are performing across two key metrics:

1.  Completeness of their vision.

2. Their ability to execute this vision.

The seasonal Gartner Magic Quadrant is the benchmark analyst report in the CCaaS industry. According to the most recent Magic Quadrant ranking, the leaders in the industry are NICE inContact and Five9.

NICE inContact

According to the 2019 Gartner Magic Quadrant Report, NICE inContact is the #1 CCaaS provider in North America. For the fifth consecutive year, NICE inContact has been named a leader in the North American Magic Quadrant. With fifteen years of consistency, it is no surprise why Gartner ranks them so high.

NICE inContact’s CXone, a multi-channel interaction management platform, offers a wide range of CCaaS solutions. CXone received the highest scores in four out of five use cases in the 2019 Gartner Critical Capabilities for CCaaS.

Gartner commended NICE for its ability to connect with various leading tools such as Salesforce and Zendesk. Their robust app ecosystem and supported REST-based APIs also led to their placement as the leader for the North American quadrant.

Five9

Another highly ranked leader in the 2019 Gartner report was Five9. Based in California, Five9 is a communications company that supports integrations with a host of different CRMS. Five9 is highly respected in the industry due to its strong market presence and its ability to deliver solutions across a range of deployment sizes.

Five9 uses an AI called genius, which helps the contact center to generate personalized customer experiences. Genius is run on the company’s own cloud platform and prioritizes intelligent routing and agent guidance. This technology thrives by using unstructured data from emails, chats, and other data channels to derive the customer’s intent.

Conectrix can connect your business with the top CCaaS providers, such as NICE inContact and Five9, to boost your own efficiency and customer experience. For further questions about the benefits of CCaaS or the top providers in the industry, do not hesitate to reach out to us and see if we can add greater visibility to your customer experience.