Gartner Report

2021 Magic Quadrant for Contact Center as a Service

AWS Recognized as a 2021 Magic Quadrant Visionary

Contact centers are critical to every business' interaction with customers. As customers seek faster and more personalized experiences, vendors must adapt to these needs. Based on the current Contact Center as a Service (CCaaS) landscape, Gartner evaluated 12 vendors to help organizations choose the right solution. In the 2021 Gartner Magic Quadrant for Contact Center as a Service, Amazon Web Services was named a Visionary for a second consecutive year, due to our completeness of vision and ability to execute. In this report, discover why Gartner positioned Amazon Web Services as a Visionary and dive deep into the benefits that CCaaS solutions can bring to your organization.

In this report, learn how to:

  • Understand the CCaaS landscape in its current state and develop a point of view that can be shared among customer support executives, contact center leaders, and IT operations professionals.
  • Assess the strengths and cautions of CCaaS providers with detailed and updated descriptions for each vendor.
  • Plan for the future with recommendations and considerations for CCaaS strategies in development.
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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 Amazon.

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Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Steve Blood, 9 August 2021. Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. 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. 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.