2020 Gartner Magic Quadrant for CCaS names NICE inContact as a Leader

Gartner Names NICE inContact a Leader in the 2020 Magic Quadrant for Contact Center as a Service

NICE inContact has achieved the highest overall position for its ability to execute in the just released Gartner 2020 Magic Quadrant for Contact Center as a Service [1] (CCaaS). NICE inContact has been placed as a Leader every year since this Magic Quadrant’s publication starting six years ago.

Gartner Names NICE inContact a Leader in the 2020 Magic Quadrant for Contact Center as a Service

What we believe is new about the 2020 Magic Quadrant for CCaaS, is that it is now a global report that evaluates vendors based on ability to execute and completeness of vision. NICE inContact CXone is used by more than 500,000 agents in over 100 countries. We believe this is more than any other cloud provider in the market today. We believe, being recognized as a Leader by Gartner is because of our ability to successfully deliver what we strive for—the industry’s most complete cloud customer experience platform to enable exceptional agent and customer experiences for companies of all sizes.

Decision makers in customer experience, contact center operations, digital customer service and IT will want to read the new report as a resource for strategic planning assumptions, some of the trends for technology to deliver great customer service as well as a resource for selecting the cloud contact center technology partner that best fits their needs. Per our understanding, the report analyzes the 13 vendors according to many evaluation criteria including Product or Service, Overall Viability, Customer Experience, Operations, Innovation, and others.

According to the Gartner report, “By 2024, contact center as a service (CCaaS) solutions that include functionality from all four pillars of customer service technology will represent 70% of all new CCaaS deployments, up from 20% in 2019.” To more thoroughly understand how the market is shifting to cloud delivery models, readers will find a section on market drivers and inhibitors. We believe this section can be useful for companies looking to support the decision and timing for a move to the cloud contact center model.

Paul Jarman, NICE inContact CEO, recognizes the transformations underway and the importance of continuous innovation: “I believe, NICE inContact is leading the market with innovative solutions to help organizations around the world, both large and small, modernize and remain agile to keep pace with customers’ growing demands in today’s digital world. We have proven success with customers across a broad range of company sizes and verticals around the globe because we not only have a vision for continued innovation, but most importantly because we have a demonstrated track record of executing to deliver the capabilities, reliability, scale and services businesses need to achieve their goals.”

In 2020, Covid-19 presented sudden challenges for contact centers including moving agents home quickly while also handling increased interactions and striving for consistent customer experience in the midst of the two major shifts. NICE inContact conducted a flash survey in April that revealed that over 92 percent of contact centers experienced increased interaction volumes. The survey also revealed that moving to the cloud was even more important with many companies accelerating their plans to use a cloud contact center platform. Looking forward to 2021, companies are striving for greater agility for their contact center operations. NICE inContact CXone can help deliver that with business continuity, flexibility, scalability, and with new features in the Fall 2020 Release for workforce management agility and auto discovery of trends across digital and voice interactions.

Paul Jarman recently commented on CXone value: “This 2020 Magic Quadrant Leader recognition from Gartner is a tremendous accomplishment, and I believe it reinforces that NICE inContact is committed to the four pillars of great customer service. Our breakthrough innovations help contact centers gain agility to navigate disruptions and ensure business continuity while developing relationships that last with their customers.”

CXone provides workforce agility that leads the industry with advanced workforce engagement suite, including the industry’s most intelligent, omnichannel workforce management, all part of the unified cloud native CXone platform. In addition, advanced analytics in CXone help you get real-time insights across all interactions to support continuous improvement and keep you close to what your customers need and want.

Industry analyst reports can be a great resource in many ways since they combine analyst expertise on technology, customer experience trends, and independent evaluation and assessment on different platforms available in the market. They also look beyond the technology to the whole partnership that you should look for when selecting a platform and the company that you will be working with. You will want to know what is the partner ecosystem and the expert services that are essential for your success.

The Gartner report defines Leaders in the Magic Quadrant: “Leaders are best described as suppliers with strong support for the four pillars of great customer service, and with an ability to serve multinational organizations with local sales and support organizations. Leaders are more likely to serve customers through channel partners and have strong brand recognition, which has resulted in a large installed base or above-average market growth as a result of customer demand. Leaders also benefit from being able to support varying levels of deployment complexity, including integrations with partners through established marketplaces.”

Another useful report naming NICE inContact as a leader is The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020.[2] NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria. 

At NICE inContact, we work hand-in-hand with our customers to turn every interaction into an extraordinary and trustworthy experience. The entire NICE inContact team goes to work every day to perfect innovative contact center technologies. We combine our innovative cloud platform, CXone, with our customer-focused expert services, and extensive partnerships to help you transform every experience and customer relationship for lasting results. Together, we build customer relationships that last.



[1] Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020 

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request at www.niceincontact.com/gartner.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

[2] The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 2020, The 10 Providers That Matter Most And How They Stack Up, by Art Schoeller with Daniel Hong, Sara Sjoblom, and Peter Harrison, August 26, 2020