Content Guru Positioned as a Challenger in the 2020 Gartner Magic Quadrant for Contact Center as a Service


San Jose CA, USA / Tokyo, Japan / Bracknell, England – Content Guru, global innovator in cloud contact center solutions, has been positioned by Gartner in the Challenger quadrant of the 2020 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS)1.

This assessment by Gartner, the leading industry analyst firm covering the technology market, followed a rigorous Magic Quadrant process involving an in-depth evaluation of Content Guru’s technology, roadmaps, operational and support capabilities, and customer feedback.

Content Guru has a rich history of providing mission-critical cloud communications for large enterprises in a range of sectors including Financial Services, Healthcare, Retail, Travel, and Utilities. During the COVID-19 pandemic, it has helped numerous organizations, such as the NHS, keep essential operations running in the face of severe disruption. Content Guru believe it met the entry criteria for this global Magic Quadrant based on its significant international presence across the USA, Asia Pac and Europe. Previously, Content Guru was recognized in the Gartner Magic Quadrant for Contact Center as a Service, Western Europe for four years back-to-back, mostly recently in the Leaders quadrant2. In 2019, Content Guru was positioned as a Leader in Magic Quadrant for Contact Center as a Service, Western Europe, with the highest Ability To Execute.

Sean Taylor, CEO of Content Guru, commented: “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.”

1Gartner, Magic Quadrant for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9 November 2020.
2Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019

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