Genesys, a leading provider of customer service and contact centre solutions, has announced that information technology research and advisory firm Gartner has included the company in its report, Magic Quadrant for CRM Web Customer Service Applications, published February 7, 2013 and authored by Johan Jacobs.
The evaluation in Gartner’s Magic Quadrant is based on completeness of vision and ability to execute.
In the report, Jacobs, research director at Gartner writes, “In analysing Gartner customer discussions during the past 12 months, we have once again observed that more than 82% of multi-channel product buyers prefer a more comprehensive Web customer service suite, as opposed to a stand-alone single-channel or point-based products.”
Jacobs adds, “There is very a strong link between Web customer service and the contact centre. Whenever a customer needs the assistance of a human customer service representative, there is a shift from strictly Web customer service to the CRM customer service contact centre.”
“We’re pleased to be included in the latest Gartner Magic Quadrant report for CRM Web Customer Service Applications,” says Merijn te Booij, executive VP, Product and Solution Strategy, Genesys.
“Effective Web customer service needs to be part of a cross-channel customer experience strategy that blends voice, social, Web, and mobile interactions, while providing easy access to agents in the contact centre.”