It’s with a sense of pride that we kick off this new ACE blog. For the first time, Telia ACE has joined the ranks of global and European contact center providers who qualify for Gartner’s report “CCaS (Contact Center as a Service), Western Europe”.
From a large number of potential candidates, only eight passed the selection process and made it into the report. Since Telia until recently has focused mainly on the Nordic countries for the ACE offering, this is an important recognition as we now set our sights on the European market and beyond.
In the report, Gartner highlights strengths such as Telia being a global operator, the benefits of ACE Knowledge and the overwhelming user ratings. Potential for improvement is noted when it comes to presence outside the Nordic region. A challenge that we are currently working hard dealing with. We are, of course, most excited about the user reviews that place us at the very top. After all, this is an industry that largely revolves around customer satisfaction.
“My Company is a demanding customer with a lot of different needs. Telia is proactive and helps use make good decisions.”
Customer quote from Gartner web site
Quick facts about the Magic Quadrant and the requirements for the “CCaaS, Western Europe” report!
Gartner has set a de facto standard for market analysis in many growing industries with its Magic Quadrant concept. They select the leading providers and assess them according to a wide range of criteria to summarize in a chart with “Ability to execute” on one axis and “Completeness of vision” on the other. The idea is that the chart can support and simplify the decision-making process for prospective technology buyers.
To be considered for the analysis at hand, the following criteria were included:
- 15,000 named or 12,000 concurrent enterprise CCaaS agent seats in Western Europe
- Minimum of €12 million in annual subscription license revenue in the region (excluding network/telecom service and professional services revenue)
- At least 50% of CCaaS seats and/or subscription revenue must be inbound voice agent licenses (ACD)
- 10 Reference customers + 150 Agents minimum 3 different countries
Read more
More information about the Magic Quadrant research and what markets Gartner analyze is available at www.gartner.com/en/research/methodologies
Feel free to have a look at the customer reviews that Gartner has collected about us and our competitors at www.gartner.com/reviews/
Read more in the official Telia news release www.teliacompany.com/en/news/
