Gartner have just published their Magic Quadrant for Contact Centre Infrastructure.
The winners are Genesys, Interactive Intelligence, and Avaya.
The losers are Intervoice/Convergys and Aastra Technologies.
The report “Magic Quadrant for Contact Centre Infrastructure, Worldwide” is authored by Drew Kraus, Steve Blood and Geoff Johnson.
Gartner positions vendors in the Leaders, Challengers, Visionaries or Niche Players Quadrants of its report based on the completeness of their vision and ability to execute. Gartner’s report defines contact centre infrastructure as “the products (equipment, software and services) needed to operate call and contact centres.
Genesys maintain their position at the top of the table.
“In my opinion, this report makes clear that telephony and contact centre functionality is becoming more software-based and this corresponds with what we’re seeing in the market: a growing role for applications software and its strategic value for both enterprises and carriers,” said Paul Segre, President and CEO, Genesys Telecommunications Labs. “Our open approach and vision for extending customer care beyond the contact centre and across multiple devices are key elements of our strategy for Open IP and our goal of establishing Dynamic Contact Centres.”
Interactive Intelligence has seen the biggest change, with quite a significant increase in it’s completeness of vision.
“As the first vendor to offer pre-integrated contact center functionality on a single Windows server back in 1997, we believe this latest Gartner report goes a long way to validate our vision from inception,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “By not following the status quo of ‘point’ solution vendors, we’ve eliminated the need to re-architect our products or acquire companies in order to offer customers the broadest set of applications. Our next release builds on this vision with the first ‘communications-based process automation’ solution – an offering that will give customers the hard return on investment they must have in today’s challenging economic climate.”
Gartner have also placed Avaya high up in the Leaders Quadrant, with the best “Ability to Execute”
“We believe our position in Gartner’s Leaders Quadrant reinforces Avaya’s strategy of producing contact centre products and solutions that help organisations deliver the highest levels of customer service, while maintaining an efficient cost-structure,” said Bob Lyons, vice president and general manager, Avaya Contact Centre Solutions. “High-quality customer service is more important than ever for businesses in these challenging times, and it is an area we intend to continue innovating and leading in as we head into 2009.”
Aastra Technologies were slammed by Gartner.
They recorded the lowest scores for both ability to execute and completeness of vision. Aastra acquired Ericsson’s enterprise telephony communications business. The report criticised a past lack of investment by Ericsson, resulting in missing key capabilities such as Voice XML, Predictive Dialling and workforce optimisation.
Intervoice/ Convergys scored the second lowest score. Following the recent merger with Convergys the report authors thought that the combination of BPO and contact centre equipment was ‘unproven as a market proposition’. They were also criticised for the IVR not being integrated with the rest of the contact centre infrastructure suite.
“We have plans in place and will continue to improve the integration of the IP Contact Centre (IPCC) and our IVR” said Frank Sherlock, Managing Director of Intervoice Limited. “We are one of the few vendors to provide a suite of contact centre solutions, (IPCC/IVR/Analytics and Notification products) as opposed to a pure play IPCC which we believe makes us a very strong player in the Contact centre space.”
The full Gartner Magic Quadrant report can be viewed on the Gartner website
or downloaded from the Genesys website