Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced the company has been included by Gartner, Inc. in the “2015 Magic Quadrant for Contact Center Infrastructure, Worldwide” (1). This is the 11th consecutive year Altitude Software has been included in the report.
In the report, Gartner states “To appear in this Magic Quadrant, vendors had to meet all the following criteria: Market share among the top performers in at least one geographic region in 2014 (see "Market Share: Contact Centers, Worldwide, 2014") or, failing that, sufficient differentiation to obtain market presence; Sufficient sales and operational presence to support their market objectives; Demonstrable solutions in most of the CCI portfolio areas defined in this research. At a minimum, offerings must include multimedia contact routing and prioritization, IVR or voice portal capability, and CRM integration tools; Evidence of an ability to generate significant interest from leading client segments.”
Gartner evaluation based on completeness of vision and ability to execute
“We are proud of being positioned in this influential report for over a decade now, in what is one of the longest and most consistent track record in the industry ”, stated David Romero, Chief Marketing Officer at Altitude Software. “We believe this performance is a result of continuous innovation in delivering solutions that unify interaction channels and that extend to customer related processes. Altitude solutions can unify and manage all interactions on the contact center, enabling faster responses; personalization and consistency with optimized resources”. The report evaluates contact center vendors on completeness of vision and ability to execute. Altitude Software was positioned in the “Niche Player” quadrant.
Challenges for vendors that grow through acquisition or that develop “collection of offerings”
In the report, Gartner notes that “The market has been consolidating over time, and incumbent vendors are looking to expand their solution portfolios to incorporate additional capabilities that commonly play a role in contact center ecosystems. These capabilities include IVR, outbound dialers, contact center workforce management, recording, e-learning, Web chat, email response management, live and prerecorded video, desktop collaboration, analytics, workflow, and mobility. This creates challenges to vendors that grow through acquisition or that develop their offering sets as a collection of separate, point solution offerings, in that a portfolio approach (rather than a more tightly integrated suite approach) results in an environment in which customers must manage and administer component systems separately. We are seeing more vendors offer bundles intended to simplify the purchase, configuration and implementation of their offering sets for the benefit of their sales channels, customers and prospects.”
Altitude uCI solutions unify all channels in open, flexible solution.
Altitude Software delivers a unified solution that handles all customer interactions and manages all touch points throughout the organization in an open, flexible solution, based on standards. With 12 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.