Atlanta, 05/31/2016– Presence Technology, a multi-channel provider of Contact Center Solutions, today announced it has been included by Gartner, Inc. in the Contact Center Infrastructure Magic Quadrant (*).
Gartner’s May 19th, 2016 report mentions a wide range of Contact Center Infrastructure technologies, some of which include: Computer-telephony integration (CTI)/Web services interfaces, Tools for integration with CRM software, Live and prerecorded video, web chat, multimedia contact routing and prioritization engines with real-time and historical reporting Outbound dialing/proactive contact, Virtual routing applications for multisite and work-at-home scenarios, Collaborative browsing, etc.
Gartner analysts evaluate Contact Center 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 Center 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 Center 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 operation” said Aranda.