Altitude Software have announced it has been included by Gartner, Inc. in the “2014 Magic Quadrant for Contact Centre Infrastructure”. This is the 10th consecutive year Altitude Software has been included in the report.
In the report, Gartner states “To appear in this Magic Quadrant, vendors had to show all the following capabilities: Market share among the top performers in at least one geographic region (see “Market Share: Contact Centres, Worldwide, 2013”) or, failing that, sufficient differentiation to obtain market presence; Sufficient sales and operational presence to support their market objectives; Demonstrable solutions in most contact center infrastructure portfolio areas defined earlier. At a minimum, offerings must include multimedia contact routing and prioritisation, IVR or voice portal capability, and CRM integration tools; Evidence of an ability to generate significant interest from leading client segments.”
Gartner evaluation based on completeness of vision and ability to execute
“We believe that our decade-long participation in the report is a reflection of our long term commitment to innovation and to serve customer-centric companies in markets worldwide”, stated David Romero, Chief Marketing Officer at Altitude Software. “We have been consistent in delivering solutions that unify all interaction channels and customer related processes. We offer a unified view of the customer and the unified management of operation and business KPIs, enabling true customer engagement”. The report evaluates contact center vendors on completeness of vision and ability to execute. Altitude Software was positioned in the “Niche Player” quadrant.
Context-aware, multichannel, reactive and proactive interactions, shapes evolution of the contact centre
In the report, Gartner notes that “the contact center market is also evolving from a focus on discrete, one-off customer interactions using a variety of communications silos, to a more integrated and holistic view of customer activities and workflows in recognition that a customer may take a variety of different activities (some but not all involving communications with the target company) in the course of completing a customer journey. The compilation of discrete interactions and customer journeys in turn impact a customer’s overall experience of a company. This focus on context-aware, multichannel (including social media), reactive and proactive interactions is shaping the evolution of the “contact center” to the “customer engagement center.” This change in focus, however, is in the early phases of adoption, and at present, there is more “vendor hype” around this trend than there is actual end-user company transformation taking place.”
Altitude uCI solutions handle all customer interactions; unify all channels in open, platform-independent solution.
Altitude Software delivers a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 16 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.