We believe the key tenets behind Gartner’s positioning were our strong global customer base, the strength of our integration with Salesforce and other CRM solutions, and our ability to provide a truly integrated end-to-end communication experience. Our cloud contact center and inside sales solution is helping companies worldwide outcompete on customer experience by bridging the conversation gap between digital and personal interactions using Vonage technology to enable more meaningful customer interactions.
We feel these classifications from Gartner underscore our total commitment to helping our customers deliver a more meaningful 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 organizations of all sizes. According to a study by Walker, customer experience (CX) will overtake price and product as the key brand differentiator by 2020. Now, each time a customer contacts you, your business must provide them the best customer experience possible. In a crowded marketplace, it’s never been more important to get your CX right to stay ahead of your competitors. From reaching out on social media to having a conversation with a live agent, all interactions customers have with your business should build satisfaction, trust and retention.
Creating great CX means ensuring your customer has a smooth transition from initial contact to resolution. Customers value ease, simplicity, and quick resolutions as key components of their experience. Ensuring you can deliver this is crucial and choosing the right technology is an increasingly important part of this.
While it’s essential that customers are provided with what they need, your agents should also feel fully supported if you want them to be able to perform their roles to their best ability. Contact centers that rely on outdated interactive voice response (IVR) systems that pass customers around multiple agents and subject them to long hold times create frustration on both sides of the agent-customer relationship. This is no longer acceptable for many customers and, if provided with a frustrating experience, they will look for other businesses to provide them with the solutions they need.
The future of the contact center lies in optimizing the customer journey, consolidating channels, and integrating your customer relationship management (CRM) solution to create a single customer view. It’s more important than ever to ensure this is implemented sooner rather than later.
Technology like the NVM solution 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 personalized experience regardless of which service channel they choose. Our cloud contact center and inside sales solution connects everything you know about your customers to every interaction you have with them for much more successful conversations.
To learn more about the trends and factors driving the cloud contact center market, view your complimentary copy of Gartner’s Magic Quadrant for Contact Center as a Service for Western Europe and North America.
*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, Magic Quadrant for Contact Center as a Service, Western Europe, Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019
Gartner, Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019