Content Guru a 2020 Magic Quadrant Challenger

Date Published

Omni-channel cloud contact centre solutions provide Content Guru, which is backed by SEP, has been named as a Challenger in the Gartner 2020 Magic Quadrant. Content Guru uses bespoke integration services plus cutting edge technology, including AI, to create seamless end to end customer journeys and is widely seen as an innovator in the global Contact Centre as a Service (CCaaS) market.

Gartner is one of the world’s leading analyst and advisory firms, and its Global 2020 Magic Quadrant for Contact Centre as a Service leverages detailed research, along with expert analysis, to identify the Leaders, Visionaries, Challengers and Niche players in the sector. This is the first year in which CCaaS has been measured on a global quadrant – a move which Content Guru believes reflects the growing maturity of the market.

Sean Taylor, Founder and CEO of Content Guru comments:

“We estimate the core CCaaS market is worth $20bn annually and expect to see 90% of it migrate to the cloud over the next 5-6 years. COVID-19 has probably taken 2 years out of that transition process as most organizations have been forced to adopt distributed-working practices.”

“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).”

“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.”

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