Views from the analysts

BT named a leader in Gartner's Magic Quadrant for Contact Center as a Service, Western Europe

Evaluation based on completeness of vision and ability to execute

BT has been named by Gartner Inc. as a Leader in the October 2016 Contact Center as a Service (CCaaS) Magic Quadrant, Western Europe, maintaining its Leader position for the second consecutive year.

For this report, Gartner evaluated ten companies against completeness of vision and ability to execute.

Gartner defines a Leader as follows: "because the CCaaS market in Western Europe is still maturing, Leaders can best be described as those suppliers with a strong multichannel product and service capability that have already amassed a large installed base of both large and small customers. These vendors also benefit from offering Pan-European coverage for multicountry solutions, as well as in-country operational support for local sales opportunities."

Gartner Magic Quadrant CCAAS

Read the full report.

Andrew Small, vice-president for Unified Communications, Customer Relationship Management and mobility

We are delighted to be named a Leader for Contact Center as a Service for the second year running. We believe this report recognises our continued investment into new products and services and is a further validation of our Cloud Contact offering and our Cloud of Clouds portfolio strategy."

- Andrew Small, vice-president for Unified Communications, Customer Relationship Management and mobility at Global Services

About the Magic Quadrant

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.