SALT LAKE CITY – March 1, 2016 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced their placement as Leader in the IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016). This influential industry report is based on comprehensive research from International Data Corporation (IDC), the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets.
IDC analyzed nine worldwide vendors selling hosted and cloud-based contact center services to end users and service providers. Of those nine vendors, only inContact was identified as a Leader in the hosted and cloud contact center market based on Capabilities and Strategies.
According to the Capabilities category in the IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment
, “inContact rated high or above average in all the offering and go-to-market categories.” The report continued with the Strategies categories in which inContact, “was well rated (in) Functionality, Delivery model, and Scalability.” Please download an excerpt of the report
for complete details of inContact strengths.
“At inContact we focus on delivering the best customer experience solutions on the market. Customer experience is the new competitive battleground and the ability to provide outstanding customer service is more critical than ever,” said Paul Jarman, CEO of inContact. “IDC’s recognition of inContact as a Leader in their IDC MarketScape: Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment is an acknowledgement we are truly proud of and greatly appreciate IDC’s efforts on this comprehensive report.”
Additionally, in the Strengths category, IDC included a summary of customer input. “Customers indicated a high level of satisfaction when asked about pricing and whether the service helped improve customer experience, improve agent experience, drive innovation, manage risk, improve efficiency, and reduce costs. Customers indicated they were very likely to increase spending in the next 6-18 months with inContact and would recommend it to both internal and external executives.”
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About IDC MarketScape
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.
inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations around the globe to achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the technology – customer interaction platform as a service – as well as an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, Frost, Ovum, IDC and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com
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