Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Adobe is a leader in personalization engines, according to Gartner.
Why Should the Target Audience Care?
Finding the right personalisation engine can have a dramatic impact on an organisation’s ability to provide quality, personalised experiences to their clientele. Gartner is a prestigious and respected organisation. Marketers and IT can rely on them to help make make crucial decisions about the best providers to use.
Gartner conducted an extensive, multi-criteria evaluation of personalisation engines. They researched, analyzed, and scored the most significant ones, in order to help businesses make the right choice of provider.
KEY POINTS PROVIDED AS GUIDELINES
Adobe is a Leader. Many of Adobe's products include personalization features. However, Adobe Target offers a stand-alone personalization engine for segmentation, optimization and recommendations, and can be integrated with third-party platforms for marketing or digital commerce personalization. M
In their report, “Magic Quadrant for Cloud ERP for Product-Centric Midsize Enterprises,” ¹ Gartner recognized Epicor as a Visionary in the cloud ERP marketplace. Additionally, Epicor scored highest in the ERP Functionality use case in Gartner's critical capabilities report. ²
We believe Gartner’s positioning of Epicor ERP reflects our focus on providing solutions that fit manufacturing businesses to drive growth with greater ease. Read the report from Gartner to learn more.
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.
This trusted analyst report by Gartner evaluates a variety of LAN vendors providing converged access layer connectivity and positions vendors in their respective quadrant based on their ability to execute, and their completeness of vision.
Vendors' positions in this Magic Quadrant reflect the growing demand for cloud-based customer service applications to support agents who engage with customers through multiple channels. Learn how the Lithium Platform can help develop a support community, customer engagement on the cloud, and provide multi-channel customer analytics tools.
Domino’s was heavily reliant on a legacy service desk tool. When Karen Copley was hired to oversee all aspects of service delivery for the organisation, she immediately recognised that this tool needed to be replaced. According to Karen, it offered no way to obtain management information. There was also limited automation capabilities. In addition, at this time, Domino’s wanted to mature its service desk operation by adhering to ITIL® framework best practices. “We decided we needed a more robust, ITIL® framework compliant service desk tool. I knew Cherwell® Service Management software was in the Gartner Magic Quadrant, and I had read good things about the company. I therefore decided to invite Cherwell Software and a couple of other vendors to bid for the business.”
The MDM of product data solutions market segment grew nearly 9% in 2013. Increasingly, end-user organizations are exploiting MDM as the heart of a digital business transformation. This Magic Quadrant, which evaluates 15 providers, will help find the right vendor for their needs.
In this 60-minute webinar, discover how VMware AirWatch, the world’s leader in Enterprise Mobility Management, enables end users with a digital workspace and empowers IT with a unified and secure mobility platform. Recently recognized as the leader in the 2016 Gartner Magic Quadrant for Enterprise Mobility Management for the sixth consecutive year, AirWatch is at the forefront of the Enterprise Mobility Management space. Watch now to learn more about our comprehensive Enterprise Mobility Management platform and the VMware AirWatch solutions.
The Magic Quadrant reflects the substantial difference among software suppliers' customer support applications. Great diligence must be shown by IT leaders working on customer service projects. Weaknesses remain in providing cross-channel persistence of experience and embedded real-time analytics.
In this new report, Pegasystems is recognized as a leader in the growing market for flexible case management solutions.
Pega leads the market in delivering applications that meet rising expectations for:
-Built-in change governance procedures
-Ability to federate case management
-Flexible data structures
-Focus on business outcomes
IT leaders working on customer service projects must display an incredible amount of diligence. An organization’s CRM system has become its lifeline to customers, but as customer needs evolve so has the requirements of CRM. According to Gartner, today’s CRM solution must include a laundry list of capabilities outside its traditional core functionality including: native mobile support of the vendor's customer service and support business applications; real-time analytics; industry-specific functionality and workflow; context mining of voice and text; scalable cloud-based systems; social media engagement; suggested next agent action; multimodal capabilities, such as chat within mobile self-service; and even co-browsing. Gartner surveyed the CRM field and evaluated each vendor including Pegasystems.
Gartner named Akamai a Leader in their 2017 Magic Quadrant for Web Application Firewalls.
A web application firewall is an essential element in your defense against application-layer attacks, which pose an ever-greater threat to productivity and security.
The Akamai approach to WAF combines:
An anomaly detection model
A repeatable testing framework to measure effectiveness
Threat intelligence to identify the latest threats
A cloud platform for global scale
Managed security services to help organizations better protect their websites and web applications over time
Published By: Genesys
Published Date: Jun 08, 2018
In Gartner’s 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, Genesys has once again maintained a leadership position. Placed furthest among all vendors in completeness of vision for 10 years and counting, our position continues to validate our mission to power the world’s best customer engagement solutions for organizations of all sizes—both in the cloud and on-premises.
And according to Gartner peer insights, customers agree.
“Great implementation that was on-time and on-budget!” — CTO in the finance industry
“Solid platform with a lot of features at a reasonable cost.” — IT Manager of Software Engineering in the Services Industry
Get the report now to learn:
• How contact center vendors compare and which quadrant they are aligned to
• Analyst views on the strengths and cautions of all participating vendors
• How to evaluate key criteria to guide your decision-making process