We are proud to announce that NewVoiceMedia has been positioned by Gartner as a Challenger in this year’s Contact Centre as a Service Magic Quadrant.
Gartner’s Magic Quadrants objectively depict the vendor landscape in various technology sectors and evaluates suppliers against criteria around their completeness of vision and ability to execute.
We believe the key tenets behind Gartner naming us as a challenger were our global expansion and capabilities, international management team focused on expanding ContactWorld as a multichannel platform for integration with Salesforce and other CRM solutions and our digital marketing capabilities.
Our technology is attracting some of the world’s highest-growth businesses and we continue to drive innovation that is transforming the way businesses connect with their customers and prospects on a global scale. We feel this recognition from Gartner underpins our commitment to developing solutions that help our customers deliver a unique, personalised customer service experience and drive more effective sales teams.
It is also further evidence that customer experience has become the key business differentiator, as competition and consumer power continue to erode traditional product and price-based differentiation. Customer experience is also one of the hardest things to replicate. After all, how could any business recreate a hard-to-define positive experience?
Gartner defines “competitive advantage” as a difference between a company and its competitors that matters to its customers. **
It’s through whose eyes companies are considered better that’s important. Business competition has moved towards intangible and emotional factors, such as how a customer feels about a brand. What’s key here is that the aforementioned hard-to-define ‘experience’ cannot easily be replicated because it’s hard enough to pinpoint what’s going well, let alone copy it.
However, the financial benefits of an excellent customer experience are huge – with the Harvard Business Review finding that emotionally engaged customers are three times more likely to recommend a product and to repurchase. So if you can get customer service right, you’ve found your competitive advantage.
Technology like ContactWorld matters because it allows companies to take advantage of this business strategy and 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 classification and learn about the trends and factors driving the Contact Centre as a Service market, view your complimentary copy of the report.
*Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, October 26 2016
** Gartner, Using Risk-Adjusted Value Management to Close the Strategy Gap and Gain Competitive Advantage, Michael Smith | Paul E. Proctor, 03 December 2015
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 Tim Pickard
Tim joined NewVoiceMedia in July 2011 with over 20 years' experience as a leader in the IT industry. He served as VP and board member of RSA Security's international business for seven years where he ran marketing in EMEA, Asia Pacific and Japan. He spent two years as Chief Marketing Officer for SaaS/Cloud-based email management provider Mimecast.Read more from Tim Pickard