gartner 2016 ccaas magic quadrant report

inContact Recognized as a Leader in Gartner's 2016 Contact Center as a Service (CCaaS) Magic Quadrant

For the 2nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant.

Positioning in the Magic Quadrant is based on two criteria: Ability to Execute, and Completeness of Vision. Organizations in the leader quadrant have balanced these two important qualities and are 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. They also benefit from being able

to support varying levels of deployment complexity, including multichannel deployments and

integration to a variety of third-party systems."

Being recognized as a leader once again validates the work we've accomplished in the past 12 months as we’ve strengthened our ability to help organizations:

  • Handle omnichannel customer inquiries effectively and efficiently
  • Shift from reactive to proactive customer service
  • Integrate with 3rd party platforms to create a unified customer experience
  • Maintain compliance in a shifting regulatory landscape

Customer experience continues to evolve rapidly, and our team is uniquely positioned to lead this innovation. In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG.

Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017.

Voice is Still Critical to Customer Service

In our 2016 Consumer Research Report, we found that customer support representatives (CSRs) are still using phone-based support 86% of the time. Given the importance that the voice channel still has, we launched inContact Voice as a Service™ earlier this year to give contact centers the ability to consistently track voice quality.

Chat, SMS, and Social Media are Maturing

While phone is still the most used channel, that doesn’t mean it always will be. We found that:

  • Online or live chat for customer service has increased over 400%
  • Almost 10% of CSRs are now using Social Media for customer service
  • Usage of SMS (text messaging) for customer service has increased over 600%


In addition to our partnership with HelpSocial, we've made improvements to both our chat and SMS functionality to make it easier for our customers to leverage those channels for customer service.

Integrations are Key

We launched two major technology integrations this year to address critical customer demands: Skype for Business™ and Oracle Service Cloud. Our Open Cloud Platform integrates with leading CRM, compliance, help desk, ticketing, and workflow technologies to give customers the most robust customer experience platform available.

Exceptional Customer Service Can Only Be Achieved By Empowering Agents

Overwhelmingly, customer support representatives reported “helping customers” as the most rewarding part of their work. Unfortunately, one of their biggest reported challenges is "inadequate or difficult-to-use systems." With the launch and improvements to My Agent eXperience (MAX), we're focused on building a platform that accomplishes the goals of contact center managers, but is also intuitive and easy to use for contact center agents.

Contact Center and Workforce Optimization Need to Evolve Together

For the past 10 years, innovation for core contact center technology and workforce optimization has evolved in parallel but rarely as one united system. With our acquisition by NICE, the industry will see the most effective unification of these two essential elements of the contact center. We can't wait to share the work we've already accomplished with NICE soon.

If you want to learn more about how inContact can help you achieve your customer experience goals in 2017, please contact us today!

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.