2020 Magic Quadrant for Contact Center as a Service

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Gartner are one of the world’s leading analyst and advisory firms, providing advice to many of the world’s largest organizations.

Gartner’s Global 2020 Magic Quadrant for Contact Center as a Service leverages detailed research into the market, along with expert analysts, to identify the Leaders, Visionaries, Challengers and Niche players in the field. This is the first year in which CCaaS has been measured on a global quadrant. Content Guru believes that this reflects the growing maturity of the market.

As a truly global provider, with offices across three continents, Content Guru are delighted to have been positioned as a Challenger in Gartner’s 2020 Magic Quadrant for CCaaS.

“We estimate the core CCaaS market is worth $20bn annually and expect to see 90% of it migrate to the cloud over the next 5-6 years. COVID-19 has probably taken 2 years out of that transition process as most organizations have been forced to adopt distributed-working practices.”

“Over the next decade many of the techniques used in CCaaS, such as omni-channel communication, sophisticated matching of service resources with customers, deep integration into systems of record and intelligent automation will shape next-generation Customer Experience (CX).”

“We believe that our positioning as a Challenger reflects the global, highly scalable, feature-rich CCaaS solutions we have built. We look forward to helping many more organizations deliver outstanding CX, and watching and shaping the evolution of this exciting market.”

Sean Taylor, Global CEO, Content Guru

Gartner, Magic Quadrant for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9 November 2020.

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