Gartner Magic Quadrant Contact Center as a Service (CCaaS) 2018

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Gartner evaluated 10 of the major vendors in the cloud contact center market to determine their relative capabilities and fit for various use cases. Vendors were included based on five inclusion criteria. The report coverseach on 11 critical capabilities and considering their application across five major use cases.

Learn what’s driving the market demand for CCaaS, who the key players are, and why Gartner placed Serenova as a Challenger.

  • Strengths and weaknesses of vendors
  • Strengths and weaknesses of their technology solutions
  • Business contexts in which adoption of various vendor solutions makes sense


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