Content Guru, global innovator in cloud contact centre solutions, has been positioned by Gartner in the Challenger quadrant of the 2020 Gartner Magic Quadrant for Contact Centre as a Service (CCaaS). This assessment by Gartner, the leading industry analyst firm covering the technology market, followed a rigorous Magic Quadrant process involving an in-depth evaluation of Content Guru’s technology, roadmaps, operational and support capabilities, and customer feedback.
Content Guru has a rich history of providing mission-critical cloud communications for large enterprises in a range of sectors including Financial Services, Healthcare, Retail, Travel, and Utilities. During the COVID-19 pandemic, these cloud communications solutions have helped numerous organisations, such as the NHS, keep essential operations running in the face of severe disruption. Content Guru met the entry criteria for this global Magic Quadrant based on its significant international presence across the USA, Asia Pacific and Europe.
Sean Taylor, CEO of Content Guru, commented, “Over the next decade many of the techniques used in CCaaS, such as omni-channel communication, sophisticated matching of service resources with customers, deep integration into systems of record and intelligent automation will shape next-generation Customer Experience (CX).” Content Guru ensures contact centres and customer engagement hubs meet the needs of every customer, seamlessly. Previously, Content Guru was recognized in the Gartner Magic Quadrant for Contact Center as a Service, Western Europe for four years back-to-back, mostly recently in the Leaders quadrant. In 2019, Content Guru was positioned as a Leader in Magic Quadrant for Contact Center as a Service, Western Europe, with the highest Ability to Execute.
Unsurpassed Preparation for a Rapidly Emerging Market
Taylor goes on to say, “We estimate the core CCaaS market is worth $20B annually and expect to see 90% of it migrate to the cloud over the next five to six years. COVID-19 has probably taken two years out of that transition process as most organizations have been forced to adopt distributed-working practices”. With Content Guru’s unmatched cloud contact centre infrastructure and their cloud-native omni-channel solution, storm®, they were uniquely positioned to take on this unprecedented global shift.
“We believe that our positioning as a Challenger reflects the global, highly scalable, feature-rich CCaaS solutions we have built. We look forward to helping many more organizations deliver outstanding CX, and watching and shaping the evolution of this exciting market”
