Comprehending The Gartner Magic Quadrant For Self-service Business Intelligence – Gartner’s Magic Quadrant is the culmination of research into a specific market, giving you a wide-angle view of the relative positions of market competitors. By applying a graphical treatment and a uniform set of evaluation criteria, Magic Quadrant helps you quickly ascertain how well technology providers are realizing their stated visions.
If you’re a CIO, IT Director, IT administrator, or I&O leader, here’s what the report has answers for:
Comprehending The Gartner Magic Quadrant For Self-service Business Intelligence
For more than 15 years, we’ve helped thousands of enterprises around the world manage the end-to-end delivery of IT and business services while kicking their employee experiences up a few notches.
Techstep Positioned As A «challenger» In Gartner 2022 Magic Quadrant
Service request, change and project management at its best Network Administrator Banking industry Company size: USD 1B-3B Amazing product and we have many solutions because of it Senior system administrator Courier industry Size of company: USD 3B-10B ServiceDesk Plus: Excellent choice for SMB to mid-sized help desks CIO Professional services industry Company size: USD 50M-250M The product effectively meets our requirements, and saves a quantity of time Helpdesk Officer State and local government Industry Company size: Gov’t/PS/ED ServiceDesk plus can be the solution for many companies with larger service desk agents Lead tat -system team Transportation services industry Company size: USD 500M-1B ServiceDesk Plus, for better IT ops management Retail industry director Company size: USD 50M-250M
Medium and large enterprises have increasingly embraced the ITSM solution in the last year. This resulted in us being recognized as a Challenger in the Gartner® report. We believe the recognition reaffirms our position as a value-optimized alternative for perceived ITSM industry leaders.
In our opinion, the Magic Quadrant provides I&O leaders and ITSM practitioners with rich market insights and an overview of differentiation trends among various ITSM platform vendors. It includes a description of the “Strengths” and “Cautions” of recognized ITSM platform vendors.
Armed with these insights, IT leaders and CIOs can better evaluate potential ITSM platforms and identify the best fit for their organizations.
Big Changes In The Gartner 2023 Magic Quadrant For Contact Center As A Service
While the Magic Quadrant presents a distilled view of the ITSM market and aggregates the strengths and weaknesses of different vendors, we believe that I&O leaders need an in-depth assessment of individual ITSM offerings to make an informed choice.
To this end, Gartner’s research with the Magic Quadrant, Gartner’s 2022 Critical Capabilities for ITSM Platforms, can help I&O leaders understand the capabilities of the individual offerings of -ITSM in the context of different use cases.
Gartner, Magic Quadrant for IT Service Management Platforms, 31 October 2022, Rich Doheny, Chris Matchett, Siddharth Shankar Shetty
Gartner, Critical Capabilities for IT Service Management Platforms, By Chris Matchett, Siddharth Shetty, Rich Doheny, 1 November 2022
Pexip Named A Challenger In The 2021 Gartner Magic Quadrant For Meeting Solutions
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 rating or other designation. Gartner research publications consist of the opinions of the Gartner research organization and should not be considered statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranty of merchantability or fitness for a particular purpose.
This graphic was published by Gartner, Inc. as part of a larger research paper and should be evaluated in the context of the whole paper.
Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the United States and internationally and are used herein with permission. All rights reserved.
Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the opinions of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor does it make any warranty, express or implied, with respect to this content, as to its accuracy or completeness, including any warranty of merchantability or fitness for a particular purpose. We are excited to share that Gartner has recognized Google as a Leader in the 2023 Gartner® Magic Quadrant™ for Conversational AI Platforms for Enterprise, written by Bern Elliot and Gabriele Rigon.
It Service Management Customers’ Choice
We believe this recognition is a testament to Google Cloud’s robust investments and commitment to innovation in AI, along with a deep understanding of the needs of enterprise customers. Enterprises are increasingly investing in AI-driven solutions that balance addressing customer expectations with operational efficiency. At a time when the demand for quality, performant and reliable conversational AI has never been higher, we are excited to continue to deliver best-in-class technologies, purpose-built to solve our customers’ most critical use cases .
In 2022, Google Cloud delivered advanced conversational AI technologies with multiple launches to our Conversational AI API portfolio. Together, they have enabled developers to leverage Google technologies to power their applications with our end-to-end Contact Center AI (CCAI) suite, designed to solve Customer Experience needs (CX) and contact center leaders.
Google Cloud’s Conversational AI APIs include pre-trained models for Speech to Text, Text to Speech and Natural Language Understanding. This conversational AI core leverages Google Research technology for speech, understanding and interaction, enabling and orchestrating high-quality conversational experiences at scale.
With Contact Center AI, organizations see improved customer satisfaction, higher agent productivity and reduced costs through greater agent efficiency. By focusing on user needs, Google Cloud provides comprehensive and integrated solutions that are enterprise-ready. CCAI includes a comprehensive set of offerings to address contact center needs.
Gartner Magic Quadrant™ For Digital Commerce 2023
In 2022, we launched the Contact Center AI Platform, our AI-first, mobile-first, user-first contact center as a service (CCaaS), providing experiences powered by -AI, CRM-centric design and deployment flexibility in a single platform without the need for multiple providers. Contact Center AI Platform auto-scales on the backend, with capacity up to 100k concurrent users on a single tenant. It also offers multi-provider voice resiliency with low-latency global routing for the best possible call quality and is optimized for improved customer/business data security, reduced downtime, and increased agent productivity. Segra, one of the largest independent fiber infrastructure bandwidth companies in the Eastern US, is using the CCAI Platform to reimagine their customer experience through predictive workflows for common experiences and greatly expand their channels for customer interaction.
CCAI also includes Dialogflow for building virtual agents, which allows businesses to meet their customers on multiple channels. It offers robust and flexible self-service voice and chat interactions that are as natural as a live agent. Dialogflow enables both a great customer experience and a cost-effective way to scale services.
Our Agent Assistance service gives businesses the ability to transition a call from a virtual agent to a human agent while maintaining context. It efficiently guides the agent to an accurate response, while providing real-time suggestions, more accurate responses and informed recommendations.
To improve contact center operations, CCAI Insights analyzes all customer conversations to provide leaders with real-time actionable data points on customer inquiries, agent performance, and patterns of feelings. Its subject modeling capabilities enable a deeper understanding of key investment areas and greater classification accuracy.
Workday Named A Leader In The 2021 Gartner Magic Quadrant For Cloud Hcm Suites For 1,000+ Employee Enterprises
To ensure that our enterprise customers using CCAI realize value faster, Google Cloud offers CCAI through three defined transformation stages with out-of-the-box packages. The first stage starts with efficiency basics in the first week which include transcription and summary. The second stage covers the basics of automation within six months using Agent Assist and Insights. The final stage is full automation within a year with industry use cases and pre-built components. All of this leads to higher agent efficiency, improved customer satisfaction and greater retention.
As we look forward to the rest of 2023 and beyond, elevating the customer experience through user-first design, AI-first capabilities and accelerating -time to value will be our north star. We plan to announce exciting new capabilities over the next few months to enable that vision to become a reality for many more organizations.
We are honored to be a Leader in the 2023 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms, and look forward to continuing to innovate and partner with customers on their digital transformation journeys.
GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the United States and internationally and are used herein with permission. All rights reserved.
Commercetools: Leading The Future Of Composable Commerce
This graphic was published by Gartner, Inc. as part of a larger research paper and should be evaluated in the context of the whole paper. The Gartner document is available upon request from Google.
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 rating 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, express or implied, with respect to this research, including any warranty of merchantability or fitness for a particular purpose. Customer service is a hotbed of innovation. However, the pace of customer service technology trends threatens even the most progressive service leaders, who struggle to develop a coherent technology strategy and drive customer success outcomes. .
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Gartner Magic Quadrant
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