Orange Business is placed in Leaders position for the fourth year in a row in this Gartner "Magic Quadrant for Contact Center as a Service, Western Europe"
Date: 18 October 2018
Analysts: Steve Blood, Drew Kraus, Simon Harrison, Daniel O'Connell
According to Gartner, Orange Business should be considered by organizations with Pan-European and global requirements for CCaaS that want to consolidate suppliers for easier vendor management.
Main Strengths highlighted by Gartner
- Orange has extensive network and infrastructure resources with which to provide CCaaS solutions to multiple countries for organizations seeking a “one-stop shop” for contact center services
- Cisco, Enghouse Interactive and Genesys are long-standing partners of Orange. Orange is suitably skilled at implementation and operation and has strong in-house resources for developing new CCaaS offerings with all three vendors
- Its recent acquisition of Business & Decision, a business intelligence company, is an opportunity for Orange to improve customer experience with analytical insight
"We are very pleased that Gartner recognized Orange Business among LEADERS in their latest MQ for CCaaS in Europe this year again, with a clear progression both in terms of vision and execution.
"Gartner recognizes our strong and smooth vendor management capabilities and considers our extensive network and infrastructure resources as a strong asset allowing Orange Business to provide customers with CCaaS solutions to multiple countries in a one-stop-shop mode.
"Gartner considers us as being suitably skilled at implementation and operation with strong in-house resources.
"Our value proposition is to engage with end customers, joining the dots across the entire customer journey and to empower agents, leveraging our unique know-how in CRM integration, real-time analytics and process automation. We create a consistent and seamless experience across the customer lifecycle, and we deliver personalized and contextualized services based on our customers’ history while being data driven and thus analyzing our customers’ voices to better meet their needs.
"We will continue to rely on our international operator and integrator skills to maximize the value customers can gain from data at every stage of their journey."
Sandra Collomb
Head of CRM & Contact Center Marketing, Orange Business
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from [insert client name or reprint URL]. 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 or other designation. 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.
Authors: Simon Harrison, Steve Blood, Drew Kraus, Daniel O'Connell Date: October 2018