We are delighted to have been positioned in the Leaders’ quadrant in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe for the second consecutive year. Magic Quadrants offer visual snapshots, in-depth analyses and actionable advice that provide insight into a market's direction, maturity and participants.*
We believe the key tenets behind Gartner naming us as a Leader were our rapid global expansion and industry-leading omni-channel capabilities, together with our ability to integrate with Salesforce and other CRM solutions. Our cloud contact centre and inside sales platform is helping companies worldwide outcompete on customer experience by bridging the conversation gap from digital interactions to voice, making every conversation great.
We feel this classification of Leader from Gartner underscores our total commitment to helping our customers deliver a better, more emotive customer experience, and we look forward to continuing to develop this world-class customer success for our growing customer base.
We feel it is also further evidence that in today’s socially-connected and digitally-driven world, customer experience has become one of the key battlegrounds for organisations of all sizes. Consumers have more knowledge and choice than ever and, regardless of sector, this means people judge every business to the highest possible standards. It has therefore never been more important to keep up with rising customer expectations.
Check how your company is performing by asking yourself these three questions.
1. Do you fully understand your customers’ omni-channel experience?
Six out of 10 customers change their contact channel depending on where they are and what they’re doing. This means one day your customers can ask a question via Facebook and the next, they could call your contact centre with a complaint. In an era of empowered and ultra-connected consumers who expect a rich and consistent experience irrespective of interaction channel, businesses that excel in engaging customers across channels can retain nearly three times as much business as those without an omni-channel strategy.
We recently unveiled our fully-integrated omni-channel solution which enables businesses to drive digital transformation and create unified, consistent and integrated experiences irrespective of the channel chosen by the customer. Organisations can now route voice and interactions through email, chat, SMS, video and social channels in an integrated and unified manner, uniformly empowering digital and voice agents, optimising resources and improving management of KPIs across all customer interaction channels.
2. Are you able to deliver a personalised customer service experience?
Competing in a data-driven world means personalising experiences. Customers expect every business to remember them, and they don’t like to be treated as a faceless consumer. As a result, the service agents representing your business will need to have access to every customer’s account history and unique preferences to personalise communications.
The NVM Platform enables businesses to put customer-centric data in front of agents in real-time. If a customer calls your business after asking a question via email or social media, the agent handling the call will then be able see details of all past interactions. Combined with intelligent routing technology, this capability reduces the effort needed to personalise the service journey and cater for individual needs.
3. Do you help your customers to help themselves?
Consumers are asking an increasing number of questions across more and more channels. For simple queries, they don’t want to pick up the phone or send an email, especially if they’re already on your website or mobile app. Self-service is popular because it provides customers with the ability to fix many problems without having to call a company.
Tools such as chat bots and FAQ pages enhance the customer experience by saving time and empowering people to help themselves. What’s more, easily accessible self-service options operate on a 24/7 basis, meaning customers can find the answers they need without having to wait until your contact centre is open so they can talk to someone.
Technology has fundamentally changed customer expectations. Getting customers to become loyal to your business is largely dependent on maintaining positive experiences. In this context, developing a smarter and more personalised service will keep your business ahead of customers’ expectations.
Technology like the NVM Platform allows companies to deliver that superior experience. We know that every customer interaction is important – from the moment you close a deal, to resolving a query – and today’s customers expect a personalised experience regardless of which service channel they choose. Our cloud contact centre and inside sales platform connects everything you know about your customers to every interaction you have with them for much more successful conversations.
To find out more about our positioning as a Leader in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe, and learn about more trends and factors driving the cloud contact centre market, view your complimentary copy of the report.
*Gartner, How Markets and Vendors Are Evaluated in Gartner Magic Quadrants, David Black | Julie Thomas | Tim Weaver, 21 August 2017
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 Inc., Magic Quadrant for Contact Center as a Service, Western Europe, 17 October 2018 - G00345314