What is the future of CCaaS? I mean really, what is the future of CCaaS?

What is the future of CCaaS? I mean really, what is the future of CCaaS?

I am really confused about all of the recent posts about Gartner’s CCaaS (Contact Center as a Service) Magic Quadrant for 2019. First of all, the service by Gartner is not a free one. To be included, Gartner requires vendors to make a payment. Secondly, all the brands are the “usual suspects” with a major exclusion of Cisco from this years list. There are many other vendors in the market place that have a CCaaS offering and they do not even get a mention. Why? because we choose not to pay Gartner’s exorbitant fees (there is a reason why their share price is over USD$100 a share).

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