{"id":118249,"date":"2017-05-22T00:00:00","date_gmt":"2017-05-22T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=118249"},"modified":"2021-03-03T18:46:21","modified_gmt":"2021-03-04T02:46:21","slug":"2017-gartner-magic-quadrant-contact-center-infrastructure","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/2017-gartner-magic-quadrant-contact-center-infrastructure","title":{"rendered":"Gain Insights from the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide Report"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]As financial instability continues to affect several contact centre infrastructure (CCI) vendors, it\u2019s understandable for IT leaders and contact centre executives to seek clear guidance and direction when choosing the right solution for their organizations. The recent 2017 Gartner Magic Quadrant for Contact Center Infrastructure<\/em>, Worldwide<\/em> report is a leading industry source for evaluating contact centre infrastructure vendors. In this year\u2019s report, Genesys was recognized as a leader for the ninth consecutive year, and has been given the highest placement overall for its \u201cability to execute.\u201d<\/p>\n

The 2017 Gartner Magic Quadrant Contact Center Infrastructure, Worldwide<\/em> report evaluates 12 leading CCI vendors on completeness of vision and ability to execute. The results are positioned within four unique quadrants: visionaries, niche payers, challengers and leaders.<\/p>\n

Look to the results when making contact center solution decisions<\/strong><\/p>\n


\n<\/strong>The Gartner Magic Quadrant Contact Center Infrastructure, Worldwide<\/em> report help prospective buyers make an educated decision when selecting a contact centre solution. The following are four strategies we recommend for using the report:<\/p>\n

    \n
  1. Understand vendors\u2019 visions for the future of customer experience
    \n<\/strong>With customer expectations changing rapidly, it\u2019s more important than ever to understand the vision of CCI vendors and their commitment to innovation. By being able to compare vendors\u2019 technology offerings enables you to determine if a vendor\u2019s solution aligns with your current and future customer experience and business goals. You can also obtain a clearer idea of where vendors believe the market is headed, and how you can leverage innovations to stay competitive.<\/li>\n
  2. Determine which solutions address your technology and business needs<\/strong>
    \nThe Gartner Magic Quadrant Contact Center Infrastructure, Worldwide<\/em> report helps buyers determine if a vendor can address their specific customer experience challenges or meet their technology and service needs. From understanding who has an integrated, all-in-one customer experience platform<\/a> to who has the best tools for omnichannel journey management, Gartner offers clear insights into the pros and cons of leading vendor solutions.<\/li>\n
  3. Decipher what\u2019s happening in the market
    \n<\/strong>There have been several newsworthy events in the market since last year\u2019s Magic Quadrant report. As an industry leader in informing buyers on the direction of the market and the latest areas of consolidation and innovation, Gartner offers current, high-level information to educate buyers.<\/li>\n
  4. Gain an objective view of vendors
    \n<\/strong>Gartner provides detailed analysis of the industry\u2019s top vendors. For a vendor to even be considered for participation in the Magic Quadrant report they must meet a rigorous set of criteria that includes breadth and depth of product, overall viability, market responsiveness, innovation and geographic strategy.<\/li>\n
  5. Continue to track the importance of omnichannel
    \n<\/strong>Demand for omnichannel solutions continues to grow. The report identifies which vendors integrate multichannel capabilities to provide     true omnichannel solutions<\/a>. With customers increasingly expecting an omnichannel customer experience, it\u2019s important to understand which vendors have solutions with these advanced capabilities.<\/li>\n<\/ol>\n

    We encourage you to check out the 2017 Magic Quadrant for Contact Center Infrastructure, Worldwide<\/u> report for yourself. Download it now.<\/p>\n

    Gartner does not endorse any vendor, product, or service depicted in its research or 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\u2019s 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.<\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

    [vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]As financial instability continues to affect several contact centre infrastructure (CCI) vendors, it\u2019s understandable for IT leaders and contact centre executives to seek clear guidance and direction when choosing the right solution for their organizations. The recent 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report is a leading industry source for evaluating […]<\/p>\n","protected":false},"author":678,"featured_media":167771,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[13337],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-118249","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-marketing-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118249","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118249\/revisions"}],"predecessor-version":[{"id":367037,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/118249\/revisions\/367037"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/167771"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=118249"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=118249"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=118249"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=118249"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=118249"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=118249"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=118249"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=118249"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=118249"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=118249"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=118249"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=118249"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=118249"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}