Vocalcom a global provider of software and cloud services for omnichannel customer experience, cloud contact center and inside sales platform, has been positioned as a Visionary in the Gartner 2016 Magic Quadrant for Contact Center as a Service, Western Europe. Vocalcom is the only one company to also be named a Niche Player in the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide
“For more than 20 years, we’ve helped companies of all sizes deliver an outstanding customer experience while improving performance and reducing operating costs,” said Anthony DINIS, Vocalcom founder. “And since 2010, we’ve provided our customers with cloud contact center deployment options – in addition to our industry-leading premises solution. And as the vendor positioned for its vision for cloud customer engagement solutions, we also offer contact centers the kind of future innovation required to make superior service a key competitive differentiator. Our omnichannel customer interaction and inside sales platform helps businesses deliver personalized customer relationships, drive more effective sales and service teams and integrate communication channels with CRM data. We are delighted that our technology has been recognized to simplify omnichannel customer interactions in a way that is secure and cost-effective”
According to the report, Gartner describes Magic Quadrant Leaders as follows: “Given that the CCaaS market in North America is still maturing, Leaders can best be described as suppliers with a strong multichannel product and service capability, and that have already amassed a large installed base of both large and small customers. They also benefit from being able to support varying levels of deployment complexity, including multichannel deployments and integration to a variety of third-party systems.”
In 2010 Vocalcom introduced its on-premises omnichannel customer engagement software suite to deliver omnichannel applications, minus the cost and complexity introduced by multipoint products.
In 2011 the company offered Contact Center as a Service (CCaaS), its first single-tenant cloud solution for contact centers wanting a highly secure, customizable solution.
In 2013, Vocalcom made available its multitenant cloud solution designed for maximum security and elasticity, along with fast deployment and instant access to upgrades.
“Today we have on-premises, cloud and hybrid solutions to meet virtually any business requirement imaginable,” Anthony said. “While our first commitment is to giving customers maximum choice, we see the cloud as a powerful way to improve the customer experience. As a result, we’ve bet big on it and are excited to offer visionary capabilities in the coming year that we believe will enable contact centers to deliver unprecedented levels of personalization to help their business leap-frog the competition.”The Western Europe Gartner Magic Quadrant for Contact Center as a Service, provides an analysis of vendors in the market based on their ability to execute and completeness of vision.
Disclaimer: 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.
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