Critical Capabilities for Contact Center as a Service, 2020

High Volume Call Center

For the third consecutive year Content Guru has received the highest use case score, with 3.65 out of 5, for the High-Volume Call Center use case, in global technology analyst firm Gartner’s 2020 Critical Capabilities for Contact Center as a Service. TThe High-Volume Call Center use case addresses the CX goal of many clients, namely of replacing their legacy call center platform. The primary focus of the analysis is on the scale and operational effectiveness of a call center platform. Content Guru also had the third highest rating in ‘Agile Contact Center’ and ‘Western Europe’.

Additionally, Content Guru was positioned in the Challenger Quadrant in Gartner’s 2020 Magic Quadrant for Contact Center as a Service report.

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Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Drew Kraus, 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 from Content Guru Ltd. 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.

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 from Content Guru.

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