Alcatel today announced that the market research firm Gartner has placed Alcatel`s contact center solutions, in the leader quadrant in the Europe, Middle East and Africa markets (EMEA).
The report, "Contact Center Infrastructure Magic Quadrant for EMEA, 2003*," evaluated 19 contact center vendors against a common set of criteria, including support for managed service solutions and business applications such as Customer Relationship Management (CRM). Gartner also evaluated solutions according to their ability to provide a clear strategy for network upgrade from traditional to Internet Protocol (IP) infrastructure.
Alcatel`s contact center solutions and Alcatel OmniPCX Enterprise provide customers with solutions that can work with both traditional and IP technologies. The products` ease of implementation, modular flexibility, and adherence to legacy and IP telephony standards assure enterprises that Alcatel solutions can integrate smoothly with existing e-business applications for an efficient total cost of ownership.
Jean-Luc Fournioux, COO for Alcatel`s enterprise networking activities, says: "The contact center industry is engaged in a fierce competition driven by the growing integration with business applications and networking enabled by IP communications; and that is the reason why we are really proud to be listed in the leader quadrant."
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Alcatel provides end-to-end communications solutions, enabling carriers, service providers and enterprises to deliver content to any type of user, anywhere in the world. Leveraging its long-term leadership in telecommunications network equipment as well as its expertise in applications and network services, Alcatel enables its customers to focus on optimizing their service offerings and revenue streams. With sales of EURO 16.5 billion in 2002, Alcatel operates in more than 130 countries.
Alcatel OmniTouch
Designed for the Alcatel OmniPCX Enterprise IP Communication server, the Alcatel OmniTouch Contact Center Suite offers comprehensive and packaged solutions with multi-media (voice, email, fax, Web, and chat) contact and a single management application.
*The Magic Quadrant is copyrighted by Gartner, Inc. and is reused with permission. Gartner`s permission to print or reference its Magic Quadrant should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner`s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner-defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the Leaders segment. In some situations, firms in the Visionary, Challenger, or Niche Player segments may be the right match for an enterprise`s requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner expressly disclaims all warranties, express or implied of fitness of this research for a particular purpose.
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