Software

Presence Technology positioned in the 2016 Gartner Magic Quadrant for Contact Centre Infrastructure, worldwide

Positioning based on completeness of vision and ability to execute.


Atlanta, 31 May 2016
Read time 1min 20sec

Presence Technology, a multi-channel provider of contact centre solutions, today announced it has been included by Gartner in the Contact Centre Infrastructure Magic Quadrant (*).

Gartner's 19 May 2016 report mentions a wide range of contact centre infrastructure technologies, some of which include: Computer-telephony integration (CTI)/Web services interfaces, Tools for integration with CRM software, Live and pre-recorded video, Web chat, multimedia contact routing and prioritisation engines with real-time and historical reporting Outbound dialling/proactive contact, Virtual routing applications for multisite and work-at-home scenarios, Collaborative browsing, etc.

Gartner analysts evaluate Contact Centre Infrastructure technology providers' completeness of vision "based on their ability to convincingly articulate logical statements about current and future market directions, innovations, customer needs and competitive forces, and how well these map to Gartner's overall understanding of the market. Ultimately, CCI technology providers are evaluated on their understanding of how market forces can be exploited to create opportunities for them and their clients."

"We believe being in the Contact Centre Infrastructure, Worldwide Magic Quadrant by Gartner is a reaffirmation of Presence's market approach to help customers provide an exceptional customer experience to improve business performance with a best in class Customer Engagement Centre solution" said Araceli Aranda, CEO of Presence Technology. "We innovate every year launching new products to the market like the set of new Web Widgets or the innovative functionalities to capture the Voice of the Customer and we will continue our research to enhance our clients operations," said Aranda.

Presence Technology

Presence Technology is a worldwide leading provider of multi-channel contact centre solutions. Presence Solutions enable today's contact centres to optimise resources and improve communication process efficiency. Presence's goal is to provide the best customer experience in the communication channel of its customer's choice.

Presence works in tandem with your existing phone system to simplify communication between businesses and their customers without significant equipment changes or costly upgrades. The Presence solutions will extend the life of your Avaya system by adding modern multi-media communication channels to its voice only ACD.

Presence "best-in-class" usability will give your contact centre a clear competitive advantage and lowest TCO.

Its award-winning software solutions are consistently recognised for quality and innovation, most recently receiving the Unified Communications Product of the Year Award from Internet Telephony. Presence has a portfolio of global clients serviced by a team of highly skilled professionals, and a network of strategic partners in North America, Latin America, Europe and Africa supporting their efforts around the world. www.presenceco.com

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 organisation 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.

(*) Magic Quadrant for Contact Center Infrastructure, Worldwide
Published: 19 May 2016 - Analyst(s): Drew Kraus, Steve Blood

Editorial contacts
Presence Technology Fabienne Ducarouge fducarouge@presenceco.com
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