Enghouse Interactive President, Ernie Wallerstein, and Global VP of Product Management, John Cray, discuss the reasons behind Enghouse Interactive’s recent positioning as a Challenger within the Magic Quadrant for Contact Center Infrastructure.
Gartner has named Enghouse Interactive as a “Challenger” in the Magic Quadrant for Contact Centre Infrastructure – here, we believe, is why…
Over the past two years Enghouse has moved from a Niche Player in 2016 to a Challenger within the 2017 Magic Quadrant for Contact Center Infrastructure. We are grateful for this recognition from Gartner, which, in our opinion, validates the strategy behind our momentum and growth trajectory.
When assessing our Contact center service capabilities, Gartner looks for the “ability to execute” and “complete of vision.”
As businesses worldwide move from voice-only call centers to omni-channel contact centers, they must have a partner with the expertise to help them ‘future-proof’ and migrate from legacy PBX to next generation UC&C platforms, such as Microsoft Office 365 and Skype for Business. Enghouse Interactive solutions allow organizations to grow in both size and capability, not only with industry-led feature enhancements, but also with the critical operational enablement provided by tight back office integration. To-date, we have more than 550 customers with their Contact Center on Microsoft Skype for Business and it continues to grow.
Flexiblity – Choice and Control
Choice and control are the cornerstones of our operations, as we firmly believe that one size does not fit all. We believe our ascension to the furthest in completeness of vision in the Challenger quadrant reflects the breadth and depth of our modular solutions, which provide organizations of all sizes and on all voice platforms with the flexibility to customize their contact center with the features and functionality best suited for their environment – delivered on-premises, in the cloud or in hybrid modalities.
Cloud Options for All
Our expansive portfolio also includes Enghouse Interactive’s CCaaS offering, Contact Center: Service Provider (CCSP), one of the most widely deployed cloud contact center platforms in the world. A range of complementary solutions such as real-time analytics, quality management, self-service, IVR, knowledge management, and attendant consoles, closely integrate with all contact center options, enabling organizational access to real-time and historical context that critically enhance the customer experience.
One Stop Shop for All customer Service Applications
In our view, the all-inclusive nature of Enghouse Interactive’s offerings aligns with Gartner’s assertion that “contact center managers prefer to purchase much, or all, of their CCI as a bundle from a single source, in the pursuit of easier and enduring integration, cradle-to-grave integrated reporting and analytics, and easier system management. Therefore, leading CCI vendors offering complete portfolios of solutions — comprising their own products and those of partners and other strategic suppliers — are being favored.”
We are thrilled that Gartner has included Enghouse Interactive in its CCI Magic Quadrant once again, demonstrating to us how we are challenging the market – especially by the significant improvement in our position. This success is a direct reflection of our team’s relentless pursuit of excellence and collaboration with the best partners and customers in the world.