The anticipated 2019 Gartner Report for Contact Center as a Service (CCaaS) was just released and it is exciting to see that the report is finally a true cloud report.  What does this mean?

  • Hosted or managed solutions are no longer included in the report
  • Only multi-tenant solutions are represented
  • Only providers who have technology based primarily on their own intellectual property are represented.

Why is this important?  There is confusion regarding what “true cloud” means. Many vendors today are promoting hosted solutions as a cloud product. Hosted solutions are not true cloud. Here’s why:


Hosted solutions typically take an on-premise solution and simply move it into a datacenter.  While this removes equipment off premise, it’s just moving it somewhere else.  Additionally, hosted solutions often require dedicated bandwidth or VPN from the client’s location to the datacenter where the provider is hosting the equipment.  Why does this matter?

  • Maintains a single point of failure. The datacenter goes down, so do you.
  • Additional cost associated with the dedicated bandwidth required to the datacenter.
  • Software upgrades are still required, just like on-premise.
  • What happens when people are outside your network?


A true cloud solution is a multi-tenant solution spanned across multiple locations and multiple datacenters. This means the solution can be accessed via commodity internet from anywhere – no need for VPN or dedicated bandwidth. Why does this matter?

  • Large amount of redundancy across multiple geographies lowers downtime risks.
  • Use of commodity internet, no dedicated bandwidth required will reduce costs.
  • Most infrastructure upgrades are performed on non-production instances which are balanced across locations, providing little or no maintenance downtime.
  • Access to solution from anywhere with internet.

Gartner has it right this time and true cloud CCaaS solutions have changed the game.  If you would like to learn more about moving to a true cloud CCaaS solution, contact us now at

Tony Intrabartolo       •       Director Collaboration Engineering       • 20/20 Teknology

Tony has been working in the video conferencing and communication industry since his start at PictureTel in 1996. In 1999, he moved on to Tandberg, continuing with the company through the Cisco acquisition as a managing engineer at the Executive Briefing Center, North America. In 2015, he took the role of Senior Manager for Collaboration for Under Armour Inc., operating the global voice, video, and customer service technology. Tony joined 20/20 Teknology in 2017 to lead the collaboration business and technology team. This includes consulting and designing collaboration solutions for 20/20’s clients.

As our Director of Collaboration Engineering and resident CCaaS expert, Tony’s skills include Unified Communications as a Service (UCaaS), video conferencing design and integration, Voice Over IP system design, communications needs assessment, deployment, adoption, and audio and video network design.