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6th January 2016

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Gartner Magic Quadrant for Contact Centre as a Service market in Western Europe – what it really means.

According to leading industry analyst Gartner , “the Contact Centre as a Service (CCaaS) market in Western Europe is maturing such that IT leaders and customer service organisations have a range of competitive offers to consider in place of more traditional, premised-based contact center infrastructure.”

In light of this statement and as a long-standing advocate of the power of the cloud, Puzzel was delighted to be included in the Gartner 2015 Magic Quadrant for Contact Center as a Service, Western Europe that names the company as a “Challenger” based on its “completeness of vision” and “ability to execute”.

But what is the Gartner Magic Quadrant and why is it important to Puzzel, the contact centre industry and to our customers?

What is the Gartner Magic Quadrant?
Gartner’s team of industry experts publishes research reports or Magic Quadrants that objectively depict the vendor landscape in various technology sectors. Vendors are assessed and scored against strict criteria and those who successfully appear in the Gartner Magic Quadrant fall into four categories: Leaders, Challengers, Niche Players and Visionaries depending on their “completeness of vision” and “ability to execute.”

What is a Challenger?
Challengers are those vendors that “have attained a large installed base of customers, and have service capabilities in multiple countries; however, they are more focused on selling on a country level, especially through channels, rather than addressing the Pan-European requirements of IT organisations.”

Puzzel believes its established customer base and recent partnership with Telenor to expand into Central Europe with emerging business in Hungary and Bulgaria are contributing reasons why Gartner named it as a Challenger.

Inspiring trust and confidence
Although Gartner points out that it does not endorse any vendor, product or service and does not advise technology users to select only those vendors in their reports, appearing in a Magic Quadrant definitely inspires all-round trust and confidence, for the technology, the industry and most importantly, for the customer.

When assessing “ability to execute”, Gartner considers a vendor’s product or service, overall viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience and operations. In terms of “completeness of vision” vendors have to demonstrate a deep understanding of the contact centre marketplace and present clear strategies relating to marketing, sales and offering (or product).

Puzzel was able to illustrate that the company:

• Understands the role the contact centre plays in organisations’ customer service strategies, and how it relates to other capabilities
• Communicates a differentiated marketing strategy in an emerging market where technology is largely the same, key to winning early mind share with new prospects
• Attains the optimum balance of a direct and indirect approach to the market where the cost of sales can be very high and compensation impacts cash flow
• Could prove that its approach to product and service development, and delivery highlights industry requirements and can quickly add differentiated or innovative services to the Puzzel platform.

In safe hands
The most significant benefit of being in the Gartner Magic Quadrant is the trust it inspires in our customers giving them the confidence to buy from us or to recommend us to senior management when new projects arise.

Puzzel, formerly known as Intelecom, (contact centre solutions provider) services multiple European countries with in country sales and support activities, billing and local language support. The Puzzel solution is also particularly strong in voice and IVR environments, with a proven ability to scale at very short notice in order to meet customer expansion needs. In addition, Puzzel is experiencing profitable growth in a market where many CCaaS providers have to pour capital back into infrastructure in order to satisfy new sales – all good reasons why Puzzel customers are in safe hands.

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