TalkingPointz Research CCaaS 2022
- 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).