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Completeness of Vision - Evaluation Criteria for CCaaS MQ

When looking for a long-term cloud contact center provider, we believe an important criteria to consider is completeness of vision, which is one of the evaluation criteria for Gartner Magic Quadrants. NICE inContact has been positioned as a leader in Gartner’s January 2017 Magic Quadrant for Contact Center as a Service (CCaaS), for both Completeness of Vision and Ability to Execute.

Eight evaluation criteria for Completeness of Vision include market understanding, marketing strategy, sales strategy, business model, vertical/industry strategy, innovation, geographic strategy and offering (product) strategy. The two evaluation criteria with a high weighting are defined as follows:

Market Understanding: Understanding the role that a contact center plays in organizations' customer service strategies, and how it relates to other capabilities, is important for success.

Offering (Product) Strategy: The approach to product and service development and delivery that highlights industry requirements, and the speed at which differentiated or innovative services are added to the platform.

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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