Buying a CRM customer engagement center (CEC) can be tough. With so many options available, all with different features and applications it can be tricky to decide which can be most appropriate for your business needs.
Furthermore, with the added complexity of advanced business processes and a vast amount of data to be stored and filtered it can be different to find a suitable solution. This is particularly prevalent when searching for a cloud-based option; a selection factor which according to Gartner is set to grow in importance in the coming year.
Delivering a Strong Vision
This is where the Gartner CRM Customer Engagement Center Magic Quadrant becomes a valuable tool to help buyers navigate this complex market and shortlist available options. The 2015 edition contains a number of providers including Agovo vendor bpm’online.
In creating the tool, Gartner analysts assess providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation. Ultimately, judging the vendors on their ability and success in capitalising on their vision.
“We believe the inclusion of bpm’online in Gartner’s Magic Quadrant in 2015 demonstrates their commitment to continuously evolving the software to successfully meet the growing needs of businesses across the global including our customers here in the UK,” said Agovo Managing Director, Samuel Tilley. “We are delighted to see the software recognised among the best in the industry and hope this will help more businesses to discover the benefits already gained by our customers.”
Omnichannel Best Practices
The bpm’online CEC empowers businesses with out-of-the-box best practice processes that support every touch point in the customer journey.
It also enables companies to efficiently manage their customer interactions regardless of channel through a unified engaging user interface.
Embedded knowledge management and case management capabilities combined with powerful business process management engine ensure every request is handled efficiently and consistently.
The solution is easy to configure and customise, provides great deployment flexibility by supporting both on-premises and cloud-based deployment options. Thus, bpm’online clients rank the solution extremely high for its “cost to value”.
Read the full whitepaper “Key Takeaways from Gartner Magic Quadrant for the CRM Customer Engagement Center, 2015” to get a valuable insight from one of the most respected research agency.
Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research 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’s research organisation 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.