Competitive Landscape of CCaaS 2020 pt. 2

The Gartner Magic Quadrant

In part 1 of the Conectrix Competitive Landscape of CCaaS 2020 blog, we explored the industry’s top CCaaS providers. These top CCaaS providers come from Gartner’s seasonal Magic Quadrant Report, which ranks the leaders, challengers, visionaries, and niche players of a particular industry. Conectrix wants to connect your company with these CCaaS leaders to improve your customer experience and increase your potential for connectivity.

Continuing where we left off, these two CCaaS providers below make up the remaining leaders of Gartner’s Magic Quadrant Report.

Genesys

Conectrix is a proud partner of Genesys. Their excellent customer service has led 65 of the world’s top 100 brands to choose Genesys to deliver quality customer experience. Through their PureCloud platform, Genesys met Gartner’s requirements, and was recognized as a leader in the 2019 Magic Quadrant Report. Genesys prides itself in its heightened focus on R&D; releasing 150+ new features per year on Genesys Cloud.

Genesys is able to support a variety of companies sizes and is praised for its use of REST-based open APIs. The Genesys customer experience platform offers many benefits for all customer interactions. Through its partnership with Amazon Web Services (AWS), Genesys uses microservice architecture that improves flexibility, scalability, and reliability. Genesys solidified itself as a leader due to its commitment to building a better infrastructure by automating administrative tasks with its world-class contact center.

TalkDesk

Talkdesk is an experienced communications company that specializes in supporting midsize contact centers but can scale up or down based on varying customer needs. Gartner deemed Talkdesk another leader in the CCaaS industry based on their flexible approach to enhancing their customers’ functionality in the contact center.

All Talkdesk infrastructure is hosted in AWS. Talkdesk monitors accounts for cloud infrastructure security risks. Talkdesk engineering efforts are focused on cloud security. Many leading CRM tools and help-desk integrations are able to connect with Talkdesk – a testament to its ambition of offering complete service to its customers.

Conectrix is a corporate technology management company representing over 250+ suppliers. Learn more about how your company can enjoy the use of CCaaS solutions here.  If you have any 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.