Voxbone & The Gartner Magic Quadrant 2019

60% of Gartner Leaders across the main Magic Quadrants for cloud comms are Powered By Voxbone

So this is a bit of a humblebrag. But, out of 15 Magic Quadrant leaders in the cloud comms space (Unified Communications-as-a-Service, Contact Center-as-a-Service in North America and Western Europe, Meeting Solutions), Voxbone is the secret weapon for 9 of them. That means two-thirds (60%) of the best cloud communications solutions use Voxbone to provide at least some of their underlying telephony infrastructure.

Gartner Leaders

We’re pretty proud of this considering the kinds of companies up there include the likes of Genesys, NICE inContact, 8×8 and Zoom – some of the market leaders for cloud communications across Western Europe, North America and the rest of the globe.

2019 Magic Quadrants: Changing The Rules

This year, Gartner only included ‘multitenant vendors’ in their selection, meaning that all users of of a platform must be using, effectively, the same piece of software for it to be eligible. In other words, solutions that can be customized on-prem and in-house are no longer included in the report. But this makes sense, given that the other big change this year was Gartner finally dropping its Unified Communications Magic Quadrant altogether.

The reason they gave for this was that buying habits continue to shift in favor of cloud business models, with Unified Communications-as-a-Service (UCaaS) and Contact Center-as-a-Service (CCaaS) now serving as a more accurate depiction of how enterprises are actually consuming these services. So given the shift away from premise-based software solutions, it makes sense to limit eligibility to multitenant vendors.

It’s no surprise given what we know about the benefits of the cloud that Gartner has also claimed for the first time this year that UCaaS solutions now provide better functionality than on-prem systems for enterprises.

Additionally, Gartner has also decided to start including only technology providers that sell solutions based on their own intellectual property. This has had a drastic impact on the makeup of the providers included in several of the Magic Quadrants for cloud communications. The most obvious example is that only Cisco is eligible this year for solutions built using BroadSoft components, following its acquisition of the communications software provider in 2018. All other entrants that enjoyed Magic Quadrant (MQ) success in previous years with BroadSoft-based offerings no longer qualify for inclusion.

Similarly in the CCaaS MQs, for example, you’ll no longer see any solutions that provide contact center features on top of another company’s core routing platform, even if this extra functionality is built using its own intellectual property. This is one reason why certain cloud providers you might expect to see given their market share are not present in this year’s grids.

UCaaS Solutions 2019

Voxbone Supports 50% of Leaders and 100% of Visionaries

The big change this year is the shift of emphasis from UC to UCaaS. In fact, Gartner expects that by 2023, 40% of new enterprise telephony purchases will be made based on a cloud office suite, such as Google’s G-Suite or Microsoft 365.

There have been some big changes in the industry for enterprise communications that are reflected in this year’s Magic Quadrant, what with the much-anticipated launch of Microsoft Teams and Cisco’s acquisition last year of BroadSoft. Both these communications behemoths have swiftly moved into the Leaders quadrant, joining 8×8 and RingCentral.

On top of that, Gartner’s report concludes that, based on the increase in investments being made in UCaaS solutions, these offerings now provide businesses with better functionality than previously favored on-premise systems.

And part of that is down to the ability of cloud solutions to now adequately replicate PSTN functionality in a multitude of markets with full feature parity including the ability to make local calls that are indistinguishable from those provided by legacy operators. That’s where we come in by the way.

Meeting Solutions 2019

Voxbone Supports 50% of Leaders and 50% of Visionaries

Some interesting projections came out of this year’s analysis of the Meeting Solutions market, specifically changing employee trends and remote working habits. According to UCToday, Gartner expects that:

  • By 2022, 40% of formal meetings will be facilitated by virtual concierges and advanced analytics
  • By 2024, remote work and changing workforce demographics will impact enterprise meetings so that only 25% will take place in person, down from 60% today
  • In general, workers would prefer to have fewer face-to-face meetings than they do today
  • Workers feel they now have sufficient technology to meet from anywhere
  • Workers without dedicated desks in the office prefer to work remotely
  • Younger demographics do more video from their desks and laptops rather than from office meeting rooms

And looking at the Magic Quadrant for Meeting Solutions in 2019 to understand which solutions are most likely to be supporting these changing work behaviors, the thing that becomes immediately obvious is that there’s no change in Leaders from last year, with LogMeIn, Zoom, Cisco and Microsoft again sharing the spoils in the top-right quadrant.

While platforms such as Zoom and LogMeIn have done wonders to scale up so swiftly and move from Visionary status to Leaders, they face very different competition now from the likes of Redmond and Cisco, giants that have slurped up market share as they move from Challenger to Leader status and sink inordinate sums into marketing and sales.

CCaaS Solutions 2019

Voxbone Supports 75% of Leaders and 100% of Visionaries in North America. And Supports 67% of Leaders and 50% of Visionaries in Western Europe

If you’re looking for valuable offerings to manage conversations with customers and the CX journey, CCaaS solutions are at the top of the pile.

One of the biggest problems with contact center technology in the past was the pain of having to repeatedly install and scale new technologies that would almost certainly go swiftly out of date every few years. But with cloud consumption models for contact center software, companies no longer have that headache.

While there has been a fair amount of consolidation in the CCaaS market over the past 12-18 months, it remains a crowded space to play, which explains why Gartner splits out its North America and Western Europe grids. Not surprising given that Gartner expects CCaaS to be the preferred adoption strategy for 50% of contact centers within 4 years.

In North America, Genesys NICE inContact, Five9 and Talkdesk take the Leader positions this year. While in Europe, it’s Odigo, Vonage (New Voice Media), and Content Guru that make the highest attainable grade.

As you can see from the table below, Voxbone customers are doing incredibly well across the cloud communications landscape.

Gartner Magic Quadrant

And it’s not just in Gartner’s Magic Quadrants that Voxbone’s customers are being recognized and celebrated. Indeed, MQs are not the only barometer of success within business-facing industries such as this.

We also support 65% of Leaders on G2’s CCaaS Grid

Voxbone likes to keep a close eye on the G2 crowd grids and, not only how we stack up with the competition, but how well we support the leaders of the contact center space.

Thankfully, we’re still in the lead here, supporting 65% of contact center leaders with their comms and placing as a leader ourselves in the G2 Grid for Cloud Communication Platforms.

Interested in seeing if we can support your companies comms stack? Get in touch with one of our team.