PRESS RELEASE: Vocalcom, leading provider of multi-channel Call Center software, today announced it has been positioned again by Gartner, Inc. in the Magic Quadrant for Call Center Software Infrastructure. The Gartner Magic Quadrant report evaluates Call Center Software vendors on their completeness of vision and ability to execute.
The report highlights “Contact centers require a wide range of functions, architectures, features and services to be effective” and the growing “preference to purchase much, or all, of their Call Center Software Infrastructure from a single source” as well as the “emergence of Call Center software as a service (CCaaS) model”.
Vocalcom’s Effortless contact center™ solution is built on the company’s 20 years of experience and the unique know-how of its employees coming from Contact centers. It addresses the issues of lengthy implementation and complex management that have plagued this industry by extending the benefits of an Effortless Customer Experience to Call Center professionals, agents, supervisors, and managers. Vocalcom’s Effortless Contact center™ is an inclusive all-in-one solution, packaged for rapid deployment and easy management by Call Center practitioners, removing the need for long and IT-intensive projects.
“We are honoured by our improved positioning in the Gartner Magic Quadrant, and are thrilled by the appreciation of our cloud architecture” said Anthony Dinis, Founder and Chief Executive Officer, Vocalcom. “We think the emergence of the Call Center Software as a service (CCaaS) model reflects the market needs for solutions that Contact centers can quickly adopt and manage by themselves”.
About the Magic Quadrant
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Vocalcom is a France-headquartered privately owned company, with Apax Partners as a majority shareholder. Its Hermes.Net Call Center Software suite solution is offered primarily as a cloud-based call center platform as well as a premises solution. Vocalcom’s Cloud Call Center Software Edition is a visionary Amazon Web Services (AWS) deployment model. Furthermore, via salesforce.com’s AppExchange, Vocalcom offers the Salesforce Edition, provided as a stand-alone salesforce.com product or for integration with Service Cloud and Sales Cloud. Vocalcom retains its strength in the BPO market, as an adjunct to Avaya Aura Communication Manager, but it is also spreading into new territories with channel expansion and new management. Organizations looking for a platform-independent suite solution or for cloud deployment should consider Hermes.Net as a contender.