Did you know that 52% of customers say they’re willing to pay more if it means getting a better customer experience [1]?

As great customer service becomes even more critical for brands, selecting the right CCaaS (Contact Center as a Service) vendor for your business has never been more important. With numerous options available in the market, contact center decision-makers often turn to analyst reports to gain valuable insights and guidance. 

In this blog, we will explore three prominent CCaaS analyst reports – Frost & Sullivan’s European Cloud Contact Center Frost Radar, Gartner’s CCaaS Magic Quadrant, and Forrester’s Contact Center as a Service report – and shed light on their usefulness in assisting contact centres in finding the ideal CCaaS vendors. 

Frost & Sullivan’s European Cloud Contact Center Frost Radar 

Frost & Sullivan’s Frost Radar is an in-depth analysis that ranks the top-performing cloud contact centre providers that operate in Europe on innovation and growth.  

The rankings are based on the firm’s independent research into each provider’s: product portfolio, vision and strategy, research and development, customer alignment, market share (previous three years), revenue growth (previous three years), growth pipeline, sales and marketing, innovation scalability and megatrends leverage. 

The report provides a holistic view of the European cloud contact centre market landscape, identifying key trends, emerging technologies, and potential opportunities. By assessing vendors’ performance in the market, the Frost Radar helps contact centres identify the most promising and forward-thinking CCaaS vendors to partner with. It highlights vendors who excel in areas such as customer value, product performance, and competitive differentiation, allowing contact centres to align their goals with the most suitable vendors. 

The Frost report is a great for European contact centres that are seeking a more local vendor who understands their specific needs, can offer local support and general local knowledge.

Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar is now live and can be downloaded here.  

Gartner’s CCaaS Magic Quadrant

Gartner’s CCaaS Magic Quadrant is a well-known industry report that assesses CCaaS vendors based on their ability to execute and completeness of vision. The report classifies vendors into four categories: Leaders, Challengers, Visionaries, and Niche Players, based on their performance in the market.  

Gartner’s Magic Quadrant is highly regarded for its comprehensive evaluation, considering factors such as market understanding, product strategy, innovation, and customer experience. For contact centres seeking stability, reliability, and long-term partnerships, Gartner’s Magic Quadrant offers a valuable framework to identify established CCaaS vendors who have a proven track record of success. 

However, the Gartner Magic Quadrant only narrows the list of vendors down to just the ones that have a strong global presence and cater to the upper-end mid-market (500-999 employees) and large-enterprise (1,000 or more employees) environments.  

Forrester’s Contact Center as a Service report

Forrester’s Contact Center as a Service report offers an in-depth analysis of the CCaaS landscape. It provides an overview of the market, vendor profiles, and detailed evaluations of each vendor’s strengths and weaknesses. The report also includes valuable insights into market trends, customer needs, and emerging technologies. Forrester’s report enables contact centres to compare vendor offerings, understand their unique value propositions, and align them with their specific requirements and goals.

How are these analyst reports useful for contact centre leaders?

• Objective evaluation: These reports provide an unbiased evaluation of CCaaS vendors, ensuring that contact centres can make informed decisions based on expert analysis rather than relying solely on marketing materials. 
• Market insight: The reports offer an in-depth understanding of the market landscape, including emerging trends, technologies, and customer expectations. This insight enables contact centres to anticipate market shifts and select vendors that align with their long-term strategies. 
• Vendor comparison: By comparing different CCaaS vendors, these reports enable contact centres to assess each vendor’s strengths and weaknesses. This comparison helps contact centres shortlist vendors that best meet their specific needs, such as scalability, integration capabilities, security, and industry expertise. 
• Decision support: The reports serve as a valuable decision-support tool, offering contact centres a holistic view of the CCaaS vendor landscape. They provide a comprehensive analysis of each vendor’s market position, product offerings, and overall capabilities, helping contact centres make well-informed decisions based on their unique requirements.

Evaluating potential CCaaS vendors can be a challenging task, but by leveraging the insights provided by expert analysts, contact centres can make more informed decisions. By understanding the strengths and weaknesses of each report, you can make a more informed decision about which report is best suited for your business needs.   

Puzzel is proud to be recognised as the most innovative European-founded CCaaS provider in Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar.

To download the report or to find out why Puzzel should be on your radar, please visit: www.puzzel.com/frost-sullivans-2023-cloud-contact-center-radar/

[1] Source: Forbes