There’s an analyst creed that thou shalt not comment on other analysts’ work. It’s silly - there’s some tremendously insightful people covering this space.
Gartner published three CCaaS reports this month, including the Magic Quadrant. This is extensive work that I cannot replicate, so instead I study the MQ (many of them) thoroughly. They are chock-full-of-information. My mind races when I read them.
MQs are highly condensed. That’s part of their style, and this leaves room to explore. In my research note, I extrapolate their findings with my own observations. I try to figure out the surprises and address unanswered questions. For example, they didn’t directly address when UC and CC are best combined and best obtained separately.
They also didn’t address the changing landscape, and one of my takeaways is that the market cap of the CCaaS provider will begetting a lot bigger – exponentially bigger.
Today, Amazon disproportionately skews the combined market cap of the firms on the MQ, but hold on to your hat. Zoom just announced it’s coming, and Td just got a $10B valuation. I suspect Microsoft, Salesforce, and Twilio are in queue too. We also need to make room for the prem-based CC vendors, more UCaaS and CCaaS providers, and expansion from various adjacencies too (such as WEM).
The report is available here
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