Presence Technology positioned in the 2016 Gartner Magic Quadrant for Contact Centre Infrastructure, worldwide
Positioning based on completeness of vision and ability to execute.
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.