Presence Technology, a global CTI software provider specializing in the optimization of Contact Center performance, announces its placement by Gartner in its Magic Quadrant for E-Service Suites, published on September, 11, 2009 and authored by Johan Jacobs and Michael Maoz. 

The Magic Quadrant for E-Service Suites presents the main software vendors that should be considered by organizations seeking to develop self-service channels. The recommendations encompass knowledge bases for self-service, e-mail response management, web cast, collaborative browsing, virtual assistants, SMS and multimodal communication and interaction recording.

"The current economy has resulted in an accelerated focus on self-service initiatives, and Gartner is seeing an increase in vendor deals being closed. Virtual assistants and SMS/multimodal communication are not yet in mainstream adoption, but are appearing on a large number of organizational road maps,” Gartner has concluded in this report. “In essence, there is a drive toward making e-service offerings part of a larger, integrated CIH, where the contact center and the e-service channels integrate and are no longer stand-alone products."

“We are proud of being included in Gartner Group’s E-Service Suites Magic Quadrant. As the worldwide leader in the research and dissemination of technical information, Gartner’s standards are very strict and our selection for this quadrant confirms that our products and technology direction are on the right track.” says Araceli Aranda, CEO of Presence Technology.

About the Magic Quadrant

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.'s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors.Gartner does not advise enterprises to select only those firms in the "Leaders" quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise's requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc. expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.