Concerto Software, a leading provider of contact centre solutions, today announced it has been positioned in the visionary quadrants in Gartner`s 2004 Magic Quadrants for contact centre infrastructure for North America and EMEA. (1)
"Concerto Software`s recent acquisition of Rockwell FirstPoint Contact brings the founders of the inbound and outbound contact centre solutions together to forge a team with unparalleled insight into the technology and processes needed to solve today`s contact centre challenges," said Jim Foy, president and CEO of Concerto Software.
"With a more than 30-year history of innovation and focus, Concerto Software has a track record of success helping companies transform the way they interact with their customers.
"We believe Concerto Software`s positioning in these visionary quadrants confirms that we continue to have a strong grasp of the market`s and our customers` needs and are delivering the information and tools necessary to drive critical business improvements," said Foy.
The Gartner Magic Quadrant for the contact centre infrastructure assesses companies in the industry based on depth and breadth of vendor and product capabilities. Gartner specifically looks at the contact centre applications and platforms, management tools, architecture, cost, sales channels, services and support, as well as corporate viability and vision.
According to Gartner: "Visionaries have a clear vision of market direction and are focused on preparing for that, but they can still improve in terms of optimising service delivery."
The Gartner Magic Quadrant analyses the major players in an industry and categorises them as "leaders", "challengers", "visionaries" or "niche players".
(1) Source: Gartner, Inc "Magic Quadrant for Contact Centre Infrastructure, NA, 2004", 23 September 2004. B Elliot, D Kraus Gartner, Inc "Magic Quadrant for Contact Centre Infrastructure, EMEA, 2004", 27 October 2004. T Wright, S Blood
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The Magic Quadrant is copyrighted 2004 by Gartner, Inc and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner`s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Concerto Software
Concerto Software is a leading provider of contact centre solutions that help companies better manage customer interactions via voice, e-mail, the Web and fax. With multiple strengths - including financial stability, talented people, innovative technology, more than 30 years of industry expertise and a singular focus on the contact centre - Concerto Software is a trusted partner to companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across the Americas, Europe and Asia Pacific. For more information, visit www.concerto.com.