Vocalcom Again Positioned in Gartner’s Magic Quadrant for Contact Center Software Infrastructure

Vocalcom Again Positioned in Gartner’s Magic Quadrant for Contact Center Software Infrastructure

logo-gartnerParis, France, June 6th, 2014 – Vocalcom, leading provider of multi-channel contact center software, today announced it has been positioned again by Gartner, Inc. in the Magic Quadrant for Contact Center Software Infrastructure. The Gartner Magic Quadrant report evaluates contact center vendors on their completeness of vision and ability to execute.

The report highlights “Contact centers require a wide range of functions, architectures, features and services to be effective” and the growing “preference to purchase much, or all, of their Contact center Infrastructure from a single source” as well as the “emergence of contact center software as a service (CCaaS) model”.

Vocalcom’s Effortless contact center™ solution is built on the company’s 20 years of experience and the unique know-how of its employees coming from Contact centers. It addresses the issues of lengthy implementation and complex management that have plagued this industry by extending the benefits of an Effortless Customer Experience to Contact center professionals, agents, supervisors, and managers. Vocalcom’s Effortless Contact center™ is an inclusive all-in-one solution, packaged for rapid deployment and easy management by Contact center practitioners, removing the need for long and IT-intensive projects.

“We are honoured by our improved positioning in the Gartner Magic Quadrant, and are thrilled by the appreciation of our cloud architecture” said Anthony Dinis, Founder and Chief Executive Officer, Vocalcom. “We think the emergence of the contact center as a service (CCaaS) model reflects the market needs for solutions that Contact centers can quickly adopt and manage by themselves”.

About the Magic Quadrant

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. 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.

Vocalcom

Vocalcom is a France-headquartered privately owned company, with Apax Partners as a majority shareholder. Its Hermes.Net contact center suite solution is offered primarily as a cloud-based platform as well as a premises solution. Vocalcom’s Cloud Edition is a visionary Amazon Web Services (AWS) deployment model. Furthermore, via salesforce.com’s AppExchange, Vocalcom offers the Salesforce Edition, provided as a stand-alone salesforce.com product or for integration with Service Cloud and Sales Cloud. Vocalcom retains its strength in the BPO market, as an adjunct to Avaya Aura Communication Manager, but it is also spreading into new territories with channel expansion and new management.
Organizations looking for a platform-independent suite solution or for cloud deployment should consider Hermes.Net as a contender.

Strengths

Vocalcom’s Cloud Edition offering demonstrates Vocalcom’s visionary and early-to-market approach for the next generation of cloud architecture.
Vocalcom is executing against a program of expansion outside of its core markets of France, the Middle East and North Africa (MENA), Spain, and Brazil. In 2013, it signed with Westcon to distribute Hermes.Net for the Avaya architecture.
Vocalcom’s pedigree in offering solutions on a utility license basis to outsourcers positions the company well for transitioning its enterprise customer base to one of Vocalcom’s cloud solutions.

Cautions

Vocalcom’s strength in the BPO market and its outbound dialing solutions overshadow awareness of inbound and multichannel capabilities.
While Vocalcom’s development focus on cloud is positive, it has been at the expense of capabilities more readily associated with competitor suite solutions, such as WFO and mobile self-service.
The lack of marketing and communication of Vocalcom’s cloud approach means the company’s offerings are still largely perceived as a platform tied to the Avaya infrastructure. This limits the opportunity to secure mind share with a broader set of verticals and markets.

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