Cisco’s position in both Ability to Execute and Completeness of Vision are reasons why it was recognized as a Challenger in the 2024 Gartner Magic Quadrant for Contact Center as a Service (CCaaS). We believe our comprehensive, scalable, and secure cloud contact center platform is delivering innovation and value to customers around the world.
A Unified Approach to Communication and Collaboration
At Webex, we are committed to empowering our customers to deliver incredible experiences for their most important business interactions. Our single platform approach allows us to scale innovation across a comprehensive solution that delights employees and customers alike. We believe that is why we are one of only two vendors recognized in three Magic Quadrants reports for CCaaS, CPaaS, and UCaaS. Our recognition as a Leader for the 6th year in a row in the Magic Quadrant for Unified Communications as a Service (UCaaS) and as a Visionary in the 2024 Magic Quadrant for Communications Platform as a Service (CPaaS), which we feel showcases the strength of our integrated Webex portfolio.
Why customers love Webex Contact Center:
- Integrated AI Capabilities: Webex offers industry-leading AI features such as real-time AI assistance for agents, agent wellness tools to prevent burnout, supervisor dashboards, and audio noise reduction. These capabilities enhance productivity and improve the customer experience.
- Single-Vendor Solution: Webex provides a single-vendor CCaaS, CPaaS, and UCaaS solution, enabling seamless integration across collaboration and customer experience portfolios.
- Scalable Global Solutions: Designed for global contact centers, Webex leverages Cisco’s renowned expertise in scalable solutions to support businesses of all sizes, ensuring reliable and high-quality service worldwide.
- Unrivaled Security: In a world increasingly dominated by digital channels and reliant on AI, security is paramount. Webex is secure by design, ensuring that all customer data is protected, fostering trust and reliability.
Simplifying the Customer Journey
We are committed to making it easier for organizations to adopt and use Webex. Our platform offers extensive customization options, including robust APIs, a developer portal, and a sandbox environment. Additionally, new migration tools and simplified purchasing options ensure a smooth transition to Webex Contact Center with minimal disruption. While not part of this evaluation, Cisco does offer a hybrid cloud solution for organizations not quite ready to commit to a public cloud offering.
These features, combined with our commitment to continuous innovation, continue to set us apart as a trusted player in the industry.
For more insights and detailed information, you can download a complimentary copy of the Gartner Magic Quadrant report. We are grateful to our customers and partners for their continued support and trust in Webex. Together, we are shaping the future of communication and collaboration.
Gartner, Magic Quadrant for Contact Center as a Service, Drew Kraus, Megan Marek Fernandez, Pri Rathnayake, Pankil Sheth, Jason Bridge, 28 October 2024.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.
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 upon request from Cisco.
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.
About The Author
