Call Center Management Feature Article
January 22, 2013
Gartner Places EGS in Gartner's Magic Quadrant for Customer Management Contact Center BPO
By Madhubanti Rudra, TMCnet Contributor
Customer Relationships Management (CRM) company Expert Global Solutions (EGS) has been identified as a lead player in the global Customer Management Contact Center BPO space by Gartner (News - Alert). A place in the Gartner’s Magic Quadrant is a coveted industry leadership recognition that all organizations aspire to.
Gartner’s Magic Quadrants is the firm’s proprietary research tool that provides a graphical positioning of four types of technology providers in fast-growing markets. Followed by a stringent evaluation on the basis of two major criteria-- completeness of vision and ability to execute---the recognition is believed to provide the rank-holder competitive edge in the industry.
EGS is known for its APAC Customer Service brand in the CRM marketplace. As a division of EGS, APAC Customer Services delivers variety of Customer Care BPO including sales, customer care, technical support, and back-office services. Operating via a high-technology platform, the company caters to some of the world’s most recognized brands in North America, Latin America, Europe, Africa and Asia.
EGS said that EGS-APAC was evaluated on several criteria across the CRM spectrum. The research firm examined how EGS-APAC’s client engagement solution provides support throughout the customer care lifecycle starting from customer selection and customer acquisition to customer retention and customer extension. These capabilities were evaluated across all customer touch points, including telephony (including voice and IVR), self-service, e-mail response management, Web chat, and knowledge management for web-based self-service.
“We are honored to be positioned as a leader in Gartner’s Customer Management Magic Quadrant. We believe this positioning is a testament to our client engagement model, the quality of our service delivery teams, and our focus on delivering value for our clients at every stage of the customer experience,” CEO and President of EGS Ron Rittenmeyer said.
Worldwide IT spending is projected to total $3.7 trillion in 2013, a 4.2 percent increase from 2012 spending of $3.6 trillion, according to the latest forecast by Gartner, Inc.
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Edited by Amanda Ciccatelli