This TalkingPointz report attempts to further extrapolate and interpret the Gartner 2022 Magic Quadrant (MQ) for CCaaS.
The report examines three Gartner reports: “Magic Quadrant for Contact Center as a Service” (Document ID G00757247, August 2022) by Kraus, Rathnayake, Blood, and Sheth; “Critical Capabilities for CCaaS” (Doc ID G00740374, by Blood, Rathnayake, and Kraus); and “Hype Cycle for Customer Service and Support Technologies” (Doc ID G00740455, by Kraus).
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 the global report in 2020.
The Gartner MQ for Contact Center Infrastructure (premises-based solutions) transitioned into a Market Guide in 2019 (Market Guides are similar to MQs, but lack the graphic).
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Dave is an independent analyst and founder of TalkingPointz which is focused on enterprise communications. In addition to this (free and paid) content on TalkingPointz, he contributes to industry sites, can be found at major industry events, and provides advisory services to vendors and financial analysts.