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Walkthrough Wednesdays

Cisco Shines in Gartner's Contact Center Magic Quadrant


Industry research firm Gartner recently issued their annual "Magic Quadrant" report for Contact Center Infrastructure, and once again Cisco improved its position in the "Leaders" quadrant compared to our competitors.  Let me share with you some of the highlights.

The Contact Center Magic Quadrant ranks Cisco as #1 in Ability to Execute, which Gartner bases on a number of criteria including the quality, maturity, and overall breadth of our applications; our customer support capabilities; and our ability to deliver solutions in formal contact centers within companies, outsourcers, and service providers. Sounds great, but let’s get into specifics on what this really means to contact centers and our customers.

"Quality, maturity, and overall breadth of applications"-- This means that we have a well-established portfolio of reliable, industry-leading products that can meet just about any contact center need.

"Customer support capabilities"-- This speaks to the fast, accurate support provided by the Cisco Technical Assistance Center and our worldwide partners.

"Ability to deliver solutions in formal contact centers within companies, outsourcers, and service providers"-- Simply put, this means that the Cisco customers surveyed by Gartner said we delivered robust solutions that enable them to succeed with their own customers.

Delving into Gartner's report further, their written commentary on Cisco reiterates strengths that have remained consistent over the last few years, including our "broad set of functionalities," our strong brand recognition and respect among IT decision makers, and the strength of our channel partners.  I was particularly pleased to see Gartner's citation of new Cisco strengths this year, including our partners' strong acceptance of Packaged CCE--our simplified, powerful contact center for up to one thousand agents.  Packaged CCE is a packaged deployment model of Cisco's enterprise contact center software designed for customers who want to get a voice contact center up and running quickly, but who might wish to add features and expand over time.

Gartner's report underscores what many of you already know: that Cisco’s priority investment in Customer Collaboration has made us the go-to vendor for delivering quality customer care solutions.


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