We are delighted to have entered into the Leaders’ quadrant in Gartner’s Magic Quadrant for Contact Centre as a Service, Western Europe.* 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 global call routing architecture, together with our ability to integrate with Salesforce and other CRM solutions. Our cloud contact centre and inside sales platform is revolutionising customer communications for organisations worldwide. As such, we’re attracting some of the world’s highest-growth businesses as we continue to drive innovation that helps them have more successful conversations with their customers and prospects; fuelling their growth through improved productivity and their ability to offer a better customer experience.
We feel this recognition from Gartner underscores our commitment to offering the best possible technology on the market for driving more effective sales and service teams on a global scale.
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’s therefore more important than ever that your business is keeping up with rising customer expectations. Check how your company is performing by asking yourself these three questions.
1. Do you fully understand your customers’ omnichannel experience?
Six out of 10 customers change 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. The trouble is most customers don’t see businesses as a collection of departments, which is why they won’t accept support agents not being aware of any previous communications.
With ContactWorld you can manage your channels and oversee complete customer interactions to deliver an integrated customer service experience. Providing your customers with the ability to contact your business in ways that suits them will help you create a competitive edge over businesses that don’t.
2. Are you able to deliver a personalised 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 just another 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.
ContactWorld enables businesses to put customer-centric data in front of service 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 are 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 personally call a company.
Tools such as chatbots 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 just 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 ContactWorld 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.
*Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, (Analysts) October 2017
**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.
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About Dennis Fois
Dennis was appointed CEO in 2018 following a 12 month tenure as President & Chief Operating Officer. He has more than 25 years’ experience in international leadership, strategy and sales and marketing in the technology and financial services markets. Dennis previously held the role of CEO at Rant & Rave and has held senior leadership positions at eGain, Barclays, Solera and ADP.