Ability to Execute - Evaluation Criteria for CCaaS MQ

Contact center as a service (CCaaS), or cloud contact center, is the fastest growing application for contact center infrastructure deployment today. With so many vendors promoting their solution, how can you make sure you’re going with the best? NICE inContact has been positioned as a leader in Gartner’s October 2017 Magic Quadrant for Contact Center as a Service (CCaaS),for both Ability to Execute and Completeness of Vision.

Ability to Execute includes seven evaluation criteria including product or service, overall viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience and operations. Let’s take a look at two definitions:

Product or Service: The product platform should encompass the ability to offer (on a consumption basis) all contact center services expected in a suite platform (for example, IVR and speech, inbound and outbound multichannel contact routing, WFO and analytics). This should be encompassed in a self-service capability to implement, manage, revise and report on operational performance.

Operations: Customers expect to hand over the management of CCI to a partner that will deliver a service that is as good as, and ideally better than, what they themselves can deliver. Contact centers provide critical front-office operations, and organizations need strong operations to support their customer service needs in all countries in which they compete.

Positioning in the Magic Quadrant is based on Ability to Execute, and Completeness of Vision. Organizations in the leader quadrant are described as: “Given that the CCaaS market in North America is still maturing, Leaders can best be described as those suppliers with a strong multichannel product and service capability that have already amassed a large installed base of both large and small customers. Leaders also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration to a variety of third-party systems.”

We are pleased to be recognized by Gartner as a leader for the third year in a row*. We are dedicated to helping organizations be first in their industry by powering exceptional customer and employee experiences with NICE inContact CXone.

Click here to get your copy of the report.

* Gartner Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Daniel O’Connell, Simon Harrison, 18 October 2017. From 2015-16, Nice inContact was listed as inContact. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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