West Corporation has established itself as a veritable magician once more as the company has again been positioned by Gartner (News - Alert) as a Magic Quadrant Leader. In this case, West has been placed in the Leaders Quadrant of Gartner’s 2013 Magic Quadrant for Customer Management Contact Center Business Process Outsourcing Services.
Only a handful of months ago, West was also placed in the Magic Quadrant for Unified Communications (News - Alert) as a Service (UCaaS) in North America. In this instance, West was named a Magic Quadrant Leader in the area of UCaaS for the second consecutive year.
"We believe this recognition from Gartner confirms the value that both mid-market and large scale enterprise clients are finding in our broad portfolio of applications and services. West has a proven track record of deploying world class agent solutions and outstanding support in this market," said Steve Stangl, president of West Communication Services, in a statement. "We deliver the industry's best solutions that assist our clients in improving the performance of their business."
West offers a complete business process outsourcing (BPO) offering that comprises over 18,000 agents from 41 call centers distributed across the globe, along with another 7,200 agents based from home. The company is also quite experienced when it comes to deploying and managing agent solutions, while also providing superior long-term support to its clients.
Perhaps most importantly, West delivers industry-leading cloud infrastructure that is interconnected with agent solutions, as well as proprietary and partner collaboration and messaging tools, to create powerful and valuable communications solutions.
That said, while these specific aspects likely played a role in Gartner’s decision to place West in the Magic Quadrant, the analyst firm explained that it chooses its leaders based on a wide array of criteria. In particular, leaders must demonstrate “market-defining vision and the ability to execute against that vision through CM [customer management] contact center BPO services,” while also boasting a superior market share and “solid references” for CM contact center BPO services worldwide.
Edited by Blaise McNamee