Gartner CCaaS MQ

Looking to Replace your On-premises Call Center Software? Take a Look at this New Gartner Report

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For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]!  We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of Vision (weighted toward market understanding and product strategy).  Gartner is one of the most influential independent industry analysts and many contact center executives and IT leaders look to the Gartner Magic Quadrant for advice on which vendors to short list when updating their call center software[ii].

For contact center leaders looking to the Gartner Magic Quadrant for advice on cloud contact center trends and guidance on which vendors to consider, here is some context on using the report as a guide for your call center software replacement decision. The first thing to note is that Gartner evaluates each vendor on two dimensions:

Ability to Execute – NICE inContact achieved the highest overall position

We believe our placement on execution in the 2018 Gartner Magic Quadrant for Cloud Contact Centers reflects the strength of our current offering – NICE inContact CXone, our personalized customer success model that ensures our customers achieve their business goals, and the strong business growth generated from our go-to-market engine.

Just over a year ago we launched our NICE inContact CXone cloud customer experience platform as the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI).  Broad market acceptance of our CXone platform, for companies and governments of all sizes, we believe has been reflected in our year over year gains in the Gartner MQ for Ability to Execute.

Here are all the criteria and weightings that Gartner uses to evaluate vendors in Ability to Execute:

Completeness of Vision – NICE inContact achieved very high placement

When selecting a call center technology platform it is important to look for a solution provider that is not only the strongest today in delivering the best product and support, you also want a strategic partner that will continue to innovate so that you deliver exceptional customer experiences for years to come.  With our leadership position, we are placed very high in the Completeness of Vision dimension in this year’s Gartner Magic Quadrant for Cloud Contact Centers. We believe this reflects our company vision and product strategy, including our global ecosystem of go-to-market partners and our CXone roadmap execution and future plans.

Our overall vision also reflects the strong synergies between NICE inContact and NICE. This is especially true as we continue to offer CXone in new regions around the world and infuse the CXone platform with new analytics and artificial intelligence (AI) capabilities, like this year’s acquisition of Mattersight.

Here are all the criteria and weightings that Gartner uses to evaluate vendors in Completeness of Vision:

Choosing the right cloud contact center software – other considerations

Looking for a Leader in the Gartner Magic Quadrant may be a good start for your shortlist, but keep in mind that your customer service or inside sales operations will have unique needs and priorities that you’ll want to make sure can be addressed by a new cloud contact center provider. Also look for a partner that can provide:

  • Confidence from a large and growing customer base that spans from small business to large enterprises
  • A single platform that scales in capacity and capability – a future-proof investment
  • Strong integration of workforce optimization (WFO) / workforce engagement management (WEM) capabilities with omnichannel routing (ACD) and analytics
  • Broad customer relationship management (CRM), unified communications as a service (UCaaS) and third-party systems integration
  • Reliable uptime guarantees, global voice connectivity with guaranteed quality, and all the top security and compliance certifications available in the market
  • Strong capabilities and roadmap in AI-enabled customer service

Want to learn more – get your free downloads!

Download the full Gartner Magic Quadrant report.

Gartner is not the only industry analyst firm that names NICE inContact as a leader for cloud contact center software.  See what other analyst reports say about CXone, the consensus leader for exceptional contact center CX.  Access a complimentary package of three leading analyst reports.


[i] Gartner, “Magic Quadrant for Contact Center as a Service, North America,” Drew Kraus, Steve Blood, Daniel O’Connell, Simon Harrison 17 October 2018.

[ii] 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.