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Updated as of July Contact: usage. Policy Index. Related Areas. Contact Center as a Service Critical Capabilities. Content Collaboration Platforms Critical Capabilities. Content Collaboration Platforms Magic Quadrant. Content Marketing Platforms Magic Quadrant. Content Marketing Platforms Critical Capabilities. Content Services Platforms Magic Quadrant. Content Services Platforms Critical Capabilities. Data Center Networking Magic Quadrant. Data Center Networking Critical Capabilities. Data Integration Tools Magic Quadrant.

Data Integration Tools Critical Capabilities. Data Quality Solutions Magic Quadrant. Data Quality Solutions Critical Capabilities. Digital Commerce Magic Quadrant. Digital Commerce Critical Capabilities. Digital Experience Platforms Magic Quadrant. Digital Experience Platforms Critical Capabilities. Digital Marketing Hubs Magic Quadrant. Disaster Recovery as a Service Magic Quadrant. Disaster Recovery as a Service Critical Capabilities.

Endpoint Protection Platforms Magic Quadrant. Endpoint Protection Platforms Critical Capabilities. Enterprise Architecture Tools Critical Capabilities. Enterprise Architecture Tools Magic Quadrant. Enterprise Information Archiving Magic Quadrant. Enterprise Information Archiving Critical Capabilities.

Enterprise Network Firewalls Critical Capabilities. Its Hermes is a specialized CCaaS platform offered to customers mostly through a mix of direct and partner approach across all markets assessed in this report. Vocalcom launched Hermes in Europe in This remains its largest market, and its strongest proposition is with European-based, multiregional organizations. However, the vendor is growing internationally following subsequent CCaaS launches, including Vocalcom Salesforce Edition.

Geographic strategy: Vocalcom has one of the strongest international presences of all CCaaS providers evaluated in terms of both customers and data centers in all five regions assessed in this report. Market understanding: Vocalcom has been present in the contact center market for 25 years, through which it has established a market presence and customer service practices in multiple geographies.

Service offer: Hermes is a proven cloud platform and received good scores on Gartner Peer Insights and Gartner Digital Markets for digital channels, especially in support of a customer service, sales or telemarketing role. This means that, for organizations operating in other regions, service and support may require greater internal investment to manage the supplier relationship.

Market responsiveness: Vocalcom is still a smaller business than many of its competitors. Organizations may find it is less able to keep pace with the innovation of larger players with bigger budgets. Organizations that have high expectations of continuous innovation from their CCaaS provider should ensure Vocalcom meets their technology aspirations.

Vonage is a Challenger in this Magic Quadrant. Vonage Contact Center is sold mostly through direct relationships with referrals from Salesforce. Vonage acquired NewVoiceMedia — a U. Vonage is most likely to meet the needs of European multinational organizations. Service offer: Vonage Contact Center has a strong focus on an integrated user and administration interface, and customers give it consistently very high ratings on Salesforce AppExchange.

Pricing: Gartner Peer Insights feedback indicates that Vonage scores high in terms of contract negotiations and pricing elasticity. Customer experience: Customers noted on Gartner Peer Insights that Vonage support outside of Europe is a weak area of service.

Customer service leaders need to ensure their requirements are specifically dealt with in any new proposal. Marketing execution: Application leaders responsible for customer service are unlikely to resonate with the all-encompassing programmable communications platform approach. Organizations should ensure that, despite the rebranding, Vonage still maintains its focus on the needs of the customer experience. Worldline is a Niche Player in this Magic Quadrant.

WL Contact is a specialized CCaaS platform offered exclusively through primarily a direct sales relationship. Worldline was divested from Atos in and is developing CCaaS as part of its customer engagement portfolio.

Europe is by far its strongest market. WL Contact is aligned with a broader set of payment solutions and this can make it attractive for niche, but important, service processes. Market understanding: Worldline has a strong history in payment solutions from its background as a BPO provider, which can be built on to target existing and new customers with CCaaS. Innovation: Worldline has a differentiated approach to driving up the skill set of its customers to configure and manage their contact center platforms autonomously, rather than grow its professional services business.

Market responsiveness: Worldline is a smaller business than many of its CCaaS competitors. Organizations may find it is less able to keep pace with the innovation of larger players with bigger budgets outside of its core industry focus.

We review and adjust our inclusion criteria for Magic Quadrants as markets change. As a result of these adjustments, the mix of vendors in any Magic Quadrant may change over time. It may be a reflection of a change in the market and, therefore, changed evaluation criteria, or of a change of focus by that vendor.

This revenue stream is restricted to enterprise customers and does not include BPO or contact center outsourcing business. Demonstrate sales, market and operational presence in North America and Europe and, optionally, any of the following regions:.

Services should primarily be offered on multitenant platforms and on multiple instances of software as required to meet the needs of customers across multiple geographies. Multitenant software describes how the service provider operates a single software instance on which multiple customers can be supported. Given the expanding scale of CCaaS, it is expected that some architectures may require a customer to occupy a single instance of software.

CCaaS providers need to demonstrate how, irrespective of architecture employed, their software is able to provide customers with transparent access to the same set of services irrespective of location. Contact center seat license ownership must be retained by the service provider. Customer contracts must allow for elasticity of usage enabling customers to scale agent license or consumption up or down as usage demands change.

Other licenses may include outbound voice predictive, progressive or preview dialing or routing of digital interactions including email, web chat, SMS, social media, video or other channels. The service must provide prepackaged agent, supervisor and reporting applications, although these environments may be extended using a GUI-based interface or open APIs. Hosted contact center services, in which system hardware and software are dedicated to individual customers.

The following providers of CCaaS did not meet the inclusion criteria for this Magic Quadrant, either because of insufficient multiregion presence or the minimum revenue requirements at the end of were not met.

The product platform should include the ability to offer on a subscription basis all contact center services expected in a suite platform for example, IVR and speech, inbound and outbound multichannel contact routing, WEM and analytics. This should include a self-service capability to implement, manage, revise and report on operational performance. Several cloud service providers have yet to achieve profitability as rapid growth and business expansion plans require investment in technology, people and infrastructure to achieve the business growth plans.

Revenue indications and growth are important factors here, as is the overall business strategy for success, which is more readily available to be assessed. The market for CCaaS has yet to reach saturation, so there are plenty of opportunities for continued growth.

Cloud services are elastic and licensing terms should reflect this, enabling a customer to scale up and down in line with business requirements.

While minimum commitments to licenses are to be expected, customers should have the flexibility to vary consumption. With several new entrants to the CCaaS market taking market share, being an established player is not a major advantage in terms of securing new business. COVID represents an opportunity for CCaaS providers in to demonstrate their agility in responding to unprecedented demand for their services. CCaaS providers with strong brand awareness tend to be invited to tender for more opportunities than those without strong brand awareness.

This helps them win more business. A comprehensive marketing program is important to attract invitations to bid for opportunities. Brand awareness is also key to developing channels with system integrators, where they are less likely to go to market with providers of which their customers are unaware.

Developing a reputation for consistently delivering reliable services and delivering a differentiated customer experience can help suppliers maintain and grow a CCaaS business ahead of the competition.

This is especially important as customers commit to a strategic CCaaS provider for multiple regions, but still expect to be supported in a timely fashion by a local support organization. Contact centers provide critical front-office operations, and customers need to be confident that their CCaaS will be supported by talented, experienced and motivated staff.

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