Half of customer service reps avoid adopting new tech
Forty-five percent of customer service reps (CSRs) avoid adopting new technologies by relying on legacy systems and tools. A Gartner online survey of 888 CSRs and support specialists from August 2022 revealed access to legacy systems is the main barrier to new technology adoption. “Many leaders believe that certain groups are less likely to adopt […]
Customer data and analytics ‘top priority’ for achieving customer service goals
Customer service and support leaders cited customer data and analytics as a top priority for achieving organisational goals in 2023, according top new research. In a Gartner online survey of 283 customer service and support leaders from August-October 2022, 84% of customer service and service support leaders cited customer data and analytics as “very or […]
Less than 10% of CFOs plan to decrease customer service spending in the next year
Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures. “In response to inflation, supply chain disruptions, and a tight labor market, CFOs […]
2021 Gartner Magic Quadrant for the CRM Customer Engagement Center Freshworks is a Visionary Again!
By Freshworks Gartner 2021 Magic Quadrant on the CRM Customer Service Center has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk. This is our sixth consecutive year on the quadrant and the second time as its ONLY Visionary. We believe that this recognition underlines our success in helping customers establish […]
8×8 Named a Leader in 2019 Gartner Magic Quadrant for Unified Communications as a Service
8×8 has been named by Gartner as a Leader in the 2019 Magic Quadrant for Unified Communications as a Service, Worldwide. It’s the eighth year in a row 8×8 has been recognised as a Leader in the report. “Companies using one technology platform for voice, video collaboration, team messaging and contact centre from a single vendor […]
8X8 Wins UC Today 2019 Best Cloud Communications Provider Award
8×8 has been named Best Cloud Communications Provider at the UC Today 2019 Awards. The category recognises organisations that have proven market success and continue to push the boundaries of innovation in this sector. 8×8 was selected as the winner from a group of industry heavyweights. The UC Awards, hosted by UC Today, is a […]
Puzzel improves position as a Challenger in Gartner’s Magic Quadrant
Puzzel has been positioned by Gartner as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fourth consecutive year. The firm’s omni-channel, cloud-based contact centre solution is designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents. In 2017 […]
Quarter of all customer service operations will use virtual assistants by 2020
Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner. Speaking at of the Gartner Customer Experience Summit in Tokyo, Gene Alvarez, the company’s managing vice president, said more than half of organisations […]
IFS-mplsystems named a Visionary in the Gartner 2017 Magic Quadrant
IFS-mplsystems has been named by Gartner as a Visionary in its October 2017 Magic Quadrant for Contact Center as a Service (CCaaS), Western Europe, for the third consecutive year. This recognition follows the inclusion in the 2017 Magic Quadrant for the CRM Customer Engagement Center (CEC) in May, which makes IFS-mplsystems one of only two vendors […]
MPL Systems in Gartner’s May 2017 Magic Quadrant
mplsystems, a leading provider of contact centre and field service technologies, has announced its inclusion in Gartner’s May 2017 “Magic Quadrant for the CRM Customer Engagement Centre (CEC)” for the third consecutive year. This follows their inclusion as a Visionary in Gartner’s Magic Quadrant for Contact Centre as a Service, making them one of only […]
