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Gartner CCaaS Magic Quadrant: West Named Niche Player for Contact Center

West has been recognized in the Gartner 2016 Magic Quadrant for Contact Center as a Service (CCaaS), North America.

The contact center as a service market in North America is growing rapidly. It provides infrastructure and operations leaders responsible for contact centers with a range of viable alternatives to traditional on-premises solutions across various deployment sizes and levels of complexity.

Niche Players are suppliers that may be quite large, but have decided to focus on a particular market opportunity, a set of solutions or vertical markets. Their products and services may still be undergoing product development, or they may be relying heavily on partners to complete the overall service proposition. Niche Players also are likely to be either newer market entrants or those that have yet to build scale in their customer base.

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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.

Gartner Magic Quadrant for Contact Center as a Service, North America. Drew Kraus, Steve Blood, Daniel O'Connell. October 24, 2016

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