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Magic Quadrant for Call Recording as a Service. How would Touch compare?

Enterprises are increasingly migrating from on-premise enterprise applications to cloud-based options to secure a range of capabilities, from storage to collaboration to call recording. Here, Touch creates its own version of the famous Gartner magic quadrant for call recording.

The migration of enterprises to cloud-based services has been accelerating for some years now. Mobile and remote working has accelerated demand for Software-as-a-Service (SaaS) solutions, exemplified by the rapid adoption of cloud collaboration tools such as Microsoft Teams.

Benefits of cloud-based enterprise applications

Enterprises have been flocking to the cloud in order to ensure the multiple benefits the model brings, including CAPEX and OPEX savings, rapid time-to-benefit, scalability and an assured upgrade roadmap, to name a few. Now, even the most traditional organisations, such as banks with centuries of history of on-premise investments, have adopted a cloud strategy in recent years.

That’s why analysts at Markets and Markets forecast that the global cloud computing market size will grow at a CAGR of 17.5% over the next five years from $371.4 billion in 2020 to $832.1 billion by 2025.

Companies are rushing to embrace cloud-based communication systems, and the most popular cloud-based solution is your mobile network provider. The second most popular is the Microsoft Teams collaboration tool, which also offers built-in telephony. According to data published by Statista, the number of active Teams users reached 145 million by April 2021, fuelled by demand for cloud-based collaboration tools.

Meanwhile, according to Gartner, contact centre as a service (CCaaS) solutions that include functionality from all four pillars of customer service technology will represent 70% of all new CCaaS deployments by 2024, up from 20% in 2019.

The challenge for enterprises, however, is keeping pace with the rapid rate of change. New customer communication tools are being introduced rapidly across multiple channels including voice, chat, and other digital channels, but many still need to retain some on-premise applications, such as on-premise PBXs and financial trading systems.

Contact Centres embrace cloud-based services

All major contact centre providers now offer cloud-based services, which means that organisations may need to change provider to keep pace – and may need to change again in the future. It means that enterprises need to support multiple channels, both on-premise and in the cloud.

The Gartner Magic Quadrant is known globally as a format for representing the success and innovation of different solutions in different regions of the world. The Magic Quadrant for CCaaS is an important addition to the series. Recording is key for call centre providers and this has emerged as a fast-growing sector in its own right.

That’s because there are more communications channels to consider and so it has become a specialised sector. So, it’s surprising that we’ve yet to discover a Magic Quadrant for call recording. Often called compliance recording, it’s increasingly required to ensure that organisations meet strict regulations around personal data security, as well as financial regulations. So, we’ve taken the initiative and created our own version of the Gartner Magic Quadrant for Touch!

Touch Call Recording Service ‘Magic Quadrant’

Touch is the market leader for call recording services in the Nordic region, and it is experiencing rapid growth in Europe and Asia. The Touch Call Recording Service is offered through a mix of direct sales and channel partner relationships, which vary between geographical regions. Touch focuses solely on call recording and as a specialist in this field, with a strong heritage, providing excellent service and support.


Market understanding: Touch has 15 years’ experience in meeting the complex customer service needs of large and high-profile organisations, and offers notable pedigree in automation.

Vertical strategy: Touch demonstrate a strong commitment to key market verticals, including, but not limited to, Finance, Contact Centres and Telecom Operators.

Sales execution: Touch offers flexibility in contract negotiations, responsiveness and a willingness to embrace flexible, customised contracts.

Service offer: Touch supports a broad range of organisation, from SMEs with just a handful of employees, up to large enterprises with tens of thousands of employees, through its highly scalable service and automated user management tools.

Multi-channel support: Comprehensive. Touch supports call recording for more than 40 different communications systems, including all major PBX providers – such as Cisco, Mitel, 3CX, Avaya, and others, as well as Contact Centre offerings – such as Genesys, Cisco and other regional CCaas providers, and multiple chat solutions including Vergic, Bloomberg, and Refinitiv, among others.

Touch would welcome a Gartner magic quadrant for call recording services, which are becoming an essential component for any organisation that processes or holds personal customer data, financial services providers, or any enterprise that has local and/or international standards and industry compliance obligations.

Meanwhile, to find out how we can help your organisation to ensure full compliance, while supporting multiple channels, spanning on-premise and cloud-based enterprise applications, why not contact us?

Written on 15 June 2021
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