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3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service - Evolve IP - ContactCenterWorld.com Blog

3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service

Evolve IP was recently named in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). This recognition marks Evolve IP’s fifth consecutive appearance in the Magic Quadrant, which evaluates 12 CCaaS technology providers and their ability to deliver on end-user needs.

Here are three takeaways from the 2021 report:

  1. Evolve IP is a leader in the niche segment

Gartner organizes its Magic Quadrant into four segments: Leaders, Challengers, Visionaries, and Niche Players. Evolve IP was recognized by Gartner as a leader within the niche segment. Niche players are defined by Gartner as companies that are quite large or experiencing relatively strong growth but have decided to focus on a particular market opportunity, a particular set of solutions, or certain vertical markets.


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What does this recognition say about Evolve IP? Well, it highlights that:

  • We deliver world-class CCaaS solutions – Evolve IP has one of the highest user ratings, 4.8 out of 5 stars and a 92% client recommendation rate, on Gartner Peer Insights
  • We offer specialized solutions to meet our customer’s needs
  • We have a distinct market differentiation compared to pure-play contact center providers
  • We have a broad set of collaboration capabilities – Evolve IP’s Contact Suite offers integration with a native UCaaS offering, as well as integration with Cisco for UC, and Microsoft for collaboration
  • We are tightly integrated with Microsoft Teams
  • We deliver a flexible workspace offering ​to meet the increasing needs of companies supporting a remote workforce

Additionally, our pricing was hailed for being very competitive. Whether our contact center solution is sold as an integrated solution or a stand-alone product, it offers higher value than comparable solutions.

 

  1. CCaaS and the four pillars of customer service

CCaaS solutions are used by customer service and telemarketing centers, employee service and support centers, help desk service centers, and other types of structured customer-centric communications operations.

According to Gartner, CCaaS solutions enable an “adaptive, flexible delivery model” with native capabilities across the four pillars of great customer success. These four pillars can be summarized into the following capabilities:

  • Getting connected – Focused on delivering a channel-agnostic, architected design to create customer service journeys.
  • Process orchestration – Supporting increasingly complex and personalized customer engagements.
  • Resource management – Developing and maintaining engaged and empowered staff based on the understanding that engaged employees power a stronger customer experience.
  • Knowledge and insight – Delivering customer and operational insights and recommending next best actions across all functional groups.
  1. CCaaS solutions are moving upmarket and into the Cloud

Spurred by the pandemic, demand for CCaaS solutions is moving upmarket as these offerings are commonly used to meet complex and multiregional requirements. Contact Centers are now the go-to technology for most organizations procuring sub-500-seat contact center environments, particularly where routing of voice-based interactions plays a critical role. They are also being deployed in environments with thousands of seats, although these environments may be composed of smaller entities. This reflects the desire of customer service organizations to consolidate stand-alone environments and move forward with a single, strategic supplier.

Buyers are focused on replacing premises-based and server-based contact center infrastructure with cloud-based capabilities. Gartner projects a 29% CCaaS revenue CAGR reaching $17.9 billion by 2024, as users adopt more expansive capabilities including multichannel, AI, analytics, and Workforce Engagement capabilities.

The pandemic forced contact centers to spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change towards remote and hybrid working, IT and contact center leaders are looking at better ways to connect agents to the contact center solution and critical applications they need to do their jobs.

No one besides Evolve IP provides a complete solution for agents and managers that delivers award-winning omnichannel features, secure access to SaaS and legacy applications, and integration with the rest of the business via Microsoft Teams; all from a web browser on nearly any device from any location. Evolve IP’s Contact Center integration with Microsoft Teams and Digital Workspaces provide contact center leaders the flexibility to work, hire and manage their agents, regardless of location.

Ready to get your team on the cloud? Contact us to get started.

Disclaimer: * Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Pri Rathnayake, Steve Blood, 9 August 2021

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.

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

Tailored for Your Business. Acclaimed By Gartner.

Noted by Gartner analysts for its cost-effectiveness, integration with Teams, and complete omnichannel feature set. Download Gartner’s Magic Quadrant for Contact Center as a Service.

Source: https://www.evolveip.net/blog/3-takeaways-from-the-2021-gartner-magic-quadrant-for-contact-center-as-a-service

Publish Date: August 24, 2021 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from Evolve IP

Recent Blog Posts:
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021 5:00 AM
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021 5:00 AM
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021 5:00 AM
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021 5:00 AM
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020 5:00 AM
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020 5:00 AM
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020 5:00 AM
Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
Top 15 Questions to Ask Yourself Before Choosing a Work Anywhere Unified Communications and Collaboration SolutionMay 19, 2020 5:00 AM
Remote Work Considerations – Illicit Applications and Shadow ITApril 20, 2020 5:00 AM

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