1. Overview
- Why does TalkingPointz write about the Gartner MQ? TalkingPointz considers the Gartner CCaaS Magic Quadrant report one of the sector’s most important and influential reports. Informed analysts with excellent access to enterprise and provider data author it. Of course, TalkingPointz has some opinions to share as well.
- This TalkingPointz report attempts to further extrapolate and interpret the highly condensed Gartner 2024 Magic Quadrant (MQ) for CCaaS.
- The report examines two Gartner reports: “Magic Quadrant for Contact Center as a Service” (Document ID G00800383, October 2024) by Kraus, Rathnayake, Fernandez, Sheth, and Bridge and “Critical Capabilities for CCaaS” (Doc ID G00800391, October 2024) by Fernandez, Kraus, Rathnayake, Sheth, and Bridge.
- This CCaaS Magic Quadrant (MQ) is the only MQ from Gartner for contact centers.
- In the past, the CCaaS MQ had separate editions for North America and Western Europe. These regional reports were replaced by this annual global report in 2020.
- The Gartner MQ for Contact Center Infrastructure (premises-based solutions) transitioned into a Market Guide in 2020 (Market Guides are similar to MQs but lack the comparative graphic).
2. About Gartner’s MQ Reports
-
- The MQ report format is deceptively simple. The graphic boils down the complexities and nuances of major providers into an easy-to-understand graphic.
- Gartner MQs are extremely condensed. This one covers nine providers, a market description, inclusion criteria, quadrant definitions, market “co. . .
This Report is 9 pages long. Dave’s Thoughts, Section 4, has 88 points.
1. Overview
- Why does TalkingPointz write about the Gartner MQ? TalkingPointz considers the Gartner CCaaS Magic Quadrant report one of the sector’s most important and influential reports. Informed analysts with excellent access to enterprise and provider data author it. Of course, TalkingPointz has some opinions to share as well.
- This TalkingPointz report attempts to further extrapolate and interpret the highly condensed Gartner 2024 Magic Quadrant (MQ) for CCaaS.
- The report examines two Gartner reports: “Magic Quadrant for Contact Center as a Service” (Document ID G00800383, October 2024) by Kraus, Rathnayake, Fernandez, Sheth, and Bridge and “Critical Capabilities for CCaaS” (Doc ID G00800391, October 2024) by Fernandez, Kraus, Rathnayake, Sheth, and Bridge.
- This CCaaS Magic Quadrant (MQ) is the only MQ from Gartner for contact centers.
- In the past, the CCaaS MQ had separate editions for North America and Western Europe. These regional reports were replaced by this annual global report in 2020.
- The Gartner MQ for Contact Center Infrastructure (premises-based solutions) transitioned into a Market Guide in 2020 (Market Guides are similar to MQs but lack the comparative graphic).
2. About Gartner’s MQ Reports
-
- The MQ report format is deceptively simple. The graphic boils down the complexities and nuances of major providers into an easy-to-understand graphic.
- Gartner MQs are extremely condensed. This one covers nine providers, a market description, inclusion criteria, quadrant definitions, market “co. . .
This Report is 9 pages long. Dave's Thoughts, Section 4, has 88 points.
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