Where do contact center executives and IT leaders turn for perspective when evaluating contact center solutions? The recently issued Gartner 2016 Magic Quadrant for Contact Center Infrastructure (CCI) is a top industry source. Genesys was recognized as a Leader for the eighth consecutive year, and it is the eighth time Genesys has been positioned furthest in Completeness of Vision among Leaders.
The Gartner Magic Quadrant CCI report evaluates 18 vendors on two dimensions: completeness of vision and ability to execute. The visualized results consist of placement within one of four quadrants that classify vendors: visionaries, niche players, challengers, or leaders.
So what does this mean for contact center and IT decision makers doing their due diligence?
We think it means a lot. And it should for you as a prospective buyer of contact center solutions as well. The following are five ways the Gartner Magic Quadrant CCI report can help you make the right choice when it comes to upgrading your customer experience solutions:
- Understand Vendors’ Vision for the Market: Getting to know the vision of the CCI vendors listed makes sense when evaluating and future-proofing their solutions. Knowing the state of the technology is important when creating RFPs, mapping out possible solution scenarios, and understanding how they align to your company’s strategy for customer experience. It is worth spending the time to understand where the vendors listed feel the market is headed and how you can take advantage of innovations both today and in the future.
- Gain Insight to Address Technology and Business Needs: Gartner Magic Quadrant reports help buyers make decisions that best address their technology and services needs or solve their specific business issues. Whether it is understanding the value of using a single vendor for “best of suite” versus multiple best of breed providers, or exploring deployment options such as the cloud, on-premises and hybrid, Gartner provides unique and valuable insight to help buyers make smart business decisions.
- Learn the Latest Market Trends and Industry Direction: Gartner leverages its vast knowledge on what is happening in the market when compiling its Magic Quadrant reports. They are an industry leader in informing buyers with a high-level view of the market, along with the latest areas of innovation or consolidation. If you want to understand what direction a market or technology is heading, Gartner is a great place to go for the latest view.
- Obtain an Objective View of Competing Vendors: Gartner analysts carry out a rigorous competitive analysis of the leading vendors in the market. Before vendors can even participate in a specific MQ, they need to qualify by meeting a pre-determined set of criteria, including breadth and depth of product, overall viability, market responsiveness/record, innovation, and geographic strategy. They interview all participating companies, and talk to their customers. If you want to know more about the competitive landscape, Gartner Magic Quadrant reports are a good place to start.
- See how Omnichannel is Increasingly Important: The Gartner CCI MQ states that “contact center infrastructure vendors continue to integrate their multichannel capabilities in order to develop “omnichannel” solutions. Learn what omnichannel is, why it matters to you and your customers, and what this means when making a contact center vendor choice. With a range of communications options available and increased competition in most industries, the ability to deliver consistent omnichannel experiences as well as integrated workforce optimization are now important factors to any contact center decision.
But don’t take my word for it — find out for yourself!
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 organization 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.
Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, Analyst(s) Drew Kraus, Steve Blood, Published 19 May 2016.