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Gartner 2017 Magic Quadrant for Contact centre as a Service (CCaaS), W. Europe

Recognising that the Western European Contact Centre as a Service (CCaaS) market is maturing, Gartner have published a Magic Quadrant to analyse the range of competitive offerings to customer service organisations.

This year, Gartner assess 10 solution vendors to help you make the right choice for your business model. Aiding companies navigating their way round the market, Gartner analysts Steve Blood, Drew Kraus, Simon Harrison and Daniel O’Connell analyse the CCaaS market solutions offered by these vendors, alongside their ability to execute and completeness of vision. The report provides an indication on the market leaders, challengers, visionaries and niche players, while offering an insightful overview on the market.

For the third time now, Gartner have recognised mplsystems, now IFS-mplsystems, as a Visionary and we are pleased to have enhanced our position on the Quadrant, now positioned the furthest along for completeness of vision, reflecting what we feel is a significant improvement in our ability to execute.

Read the full report to learn about:

  • Current market trends and innovations in Contact Centre Technology as a Service
  • Comparisons of vendor strengths and cautions
  • What Gartner says about IFS-mplsystems


Gartner: Magic Quadrant for Contact Centre as a Service Western Europe, Steve Blood, Drew Kraus, Simon Harrison and Daniel O’Connell, October 2017.

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.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available below for a limited time only.

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