Magic Quadrant by Analyst Firm’s includes Artificial Solutions
Gartner, the information technology research and advisory firm, has recently published the results of their study for the E-Service Suites market in the form of a Magic Quadrant. The study compiles information about the software vendors that, according to its experts, should be considered by organizations seeking to develop any of the following self-service channels:
- Knowledge base for self-service
- E-mail response management
- Web chat
- Collaborative browsing
- Virtual assistants
- Multimodal communication
- Interaction recording
The strategy for the deployment of the above channels in an attempt to deflect costs from expensive service channels to less-expensive channels is not a new approach. Gartner has once again observed that, during the past 12 months, 87% of multichannel product buyers preferred an e-service suite solution as opposed to a stand-alone single-channel or point-based product. “Initially, buyers only require support for two to three channels; but, as time goes by and organizations mature, the other channels get switched on”, research showed.
According to Johan A. Åhlund, CEO of Artificial Solutions, “we feel proud to be recognized by Gartner as a reference in the European market and believe that this is a reward for all the hard work of our employees and the trust our clients have put in our solutions.”
About the future challenges for Artificial Solutions they count the entrance in the U.S. market and further improvements of the solution regarding cover cross-channel reporting and analytics. “Artificial Solutions has suffered many changes to reach this level but still many challenges lay ahead and we are excited to take them in”, says Åhlund.
*The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.