Altitude Software, a leader in unified customer interaction solutions, today announced it has been included by Gartner, Inc. in the “2013 Magic Quadrant for Contact Center Infrastructure”*. This is the 9th consecutive year Altitude Software has been included in the report.
In the report, Gartner states “To appear in this Magic Quadrant, vendors had to show all the following capabilities: Market share among the top performers in at least one geographic region (see "Market Share: Contact Centers, Worldwide, 2012") or, failing that, sufficient differentiation to obtain market presence; Sufficient sales and operational presence to support their market objectives; Demonstrable solutions in most contact center infrastructure portfolio areas defined earlier. 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 the only specialist contact center software vendor positioned in the report with a track record of over a decade at the industry top ranks”, stated Miguel Lopes, Marketing Vice President at Altitude Software. “We excel in delivering independent, flexible solutions that maximize business results in the contact center.” The report evaluates contact center vendors on completeness of vision and ability to execute. Altitude Software was positioned in the “Niche Player” quadrant.
In the report, Gartner notes that “many vendors are finding continued growth in this market by employing a variety of strategies, including: Focusing on technology differentiated from competitors' offers for various enterprises' needs; Offering solutions that target service providers; Targeting innovation toward niche applications, such as dialer solutions; Targeting emerging markets that may offer faster market growth rates and more greenfield opportunities than those in mature markets, such as North America, Western Europe and the developed portions of the Asia/Pacific region”
Altitude solutions handle all customer interactions; unify all channels in open, platform-independent solution.
Altitude Software delivers worldwide a robust, modular solution that handles all customer interactions and unifies all channels throughout the organization in an open, platform-independent solution, based on standards. It is unique in the agility to create services and campaigns, thanks to the unified design studio for routing, dialer, voice portal, desktop front-end, monitoring and analytics. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments.
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. Gartner research publications consist of the opinions of Gartner's research organization 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.
* Gartner Magic Quadrant for Contact Center Infrastructure by Drew Kraus, Geoff Johnson and Steve Blood published 18 June 2013.
About Altitude Software
Altitude Software (altitude.com) is the leader of unified customer interaction solutions, managing dynamic contact centers independently of platforms since 1993. With about 1100 customers in 80 countries, Altitude strives for customer satisfaction and is ISO 9001 certified for its worldwide support. Altitude Software has won 50+ industry awards. "Altitude uCI" (unified customer interaction) is a software suite that manages in real time enterprise functions like Customer Service, Help Desk, Collections, Telesales, Surveys, etc. It is unique in accelerating the creation of services and campaigns, thanks to the unified design studio, routing, dialler, voice portal, desktop front-end, monitoring and analytics.