Gartner_eBook_Customer Engagement

Key takeaways from Gartner Magic Quadrant for the CRM Customer Engagement Center

Gartner recently released the 2015 Magic Quadrant for the CRM Customer Engagement Center. Considering the complexity of the market we believe Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) to be an invaluable tool to help companies select the most suitable CEC solution provider.

This whitepaper encompasses our key takeaways from the report.

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CEC market overview

The second is the availability and applicability of cloud-based solutions. As a delivery model for CRM CECs, SaaS is being accepted and preferred by many organizations. However, in many parts of the world (such as Eastern Europe, India, South America and China), cloud-based customer service business applications are not yet the preferred model due to data residency and latency.

The first is the complexity of the information required to support the customer, and the complexity of the business rules or processes that form the steps in an interaction.

Through the second half of 2016, complete customer service solutions delivered in the SaaS model will continue to be most prominent in the B2B, low-volume call/contact center, or in non-process intensive B2C centers. Through 2016, fewer than 35% of organizations will select SaaS for complex business process support.

However, by 2016, as more applications are built in a cloud-based model, and EU and Asian data centers are deployed by the vendors, SaaS will emerge as a critical selection factor in all geographies and all levels of process complexity of the CRM CEC.

Source: Gartner, Magic Quadrant for the CRM Customer Engagement Center, 27 April 2015

By 2016 SaaS will emerge as a critical selection factor in all geographies and all levels of process complexity of the CRM CEC.

According to Gartner two factors come up regularly as issues for buyers that reflect the complexity of this market.

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Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015

Gartner analysts evaluate providers on the quality and efficacy of the processes, systems, methods or procedures that enable IT provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation. Ultimately, providers are judged on their ability and success in capitalizing on their vision.

Disclaimer: 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.

In the 2015 Magic Quadrant for the CRM Customer Engagement Center (CEC) Gartner analysts examine the market for global customer service and support applications for case management, trouble ticketing and problem resolution.

Vendor evaluation criteria

Source: Gartner, Magic Quadrant for the CRM Customer Engagement Center, 27 April 2015

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The software functionality weightings for the CEC in 2015 are set as follows, based on the most common requirements expressed by Gartner clients:

Case management/problem/service resolution (and controls the customer master data): 15%

Knowledge solution: 15%

Real-time decision support: 10%

Support of collaborative online communities: 10%

Integrated email/chat, collaboration tools: 10%

Multisource search optimization and authoring: 10%

Adaptive business rule engine: 5%

Support of video libraries and video chat with customers on Web/mobile: 5%

Enterprise feedback management: 5%

Offer management/sales capability: No weighting, but considered an extra

Virtual customer assistant/proactive smart agent: No weighting, but considered an extra

Full support of customers using a mobile device(such as mobile messing/chat and content): 5%

Predictive customer analytics: 5%

Visibility into the social graph,and monitoring of the community: 5%

Bpm'online customer engagement center overview

Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015

Bpm'online customer engagement center provides out-of-the-box processes that guide users through the most effective actions to deliver service excellence. The multichannel CEC enables companies to efficiently manage their customer interactions regardless of channel through a unified engaging user interface.

Embedded knowledge management and case management capabilities combined with powerful business process management engine ensure every request is handled efficiently and consistently.

The solution is easy to configure and customize, provides great deployment flexibility by supporting both on-premises and cloud-based deployment options. Thus, bpm'online clients rank the solution extremely high for its "cost to value".

Out-of-the-box customer-facing

service processes

Out-of-the-box ITIL processes

Omnichannel communications

for customer service

Agent workplace

360° customer view

Knowledge management

Real time feedback

and surveys

Mobile service

Problem management

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We believe our inclusion in Gartner’s Magic Quadrant in 2015 demonstrates how we are continuously evolving our software to successfully meet the business needs of our global clients

Michael Rooney, SVP and General Manager at bpm’online in the Americas“ ”

360 degree customer view

Create a single database of all accounts and contacts you work with. Keep a record of contact data, addresses with map view capability, service history, social media profiles and more. Segment customers by various parameters to improve communications and build stronger relationships - use dynamic segments, which are filled automatically based on the chosen parameters.

Identify and eliminate duplicate records in the system in order to manage your customer database more efficiently. Control and improve customer service processes by analyzing your customer database.

Omnichannel communications

All communications with the customer through emails, phone calls and customer portal are easily managed in the single unified environment. Agents can make calls and receive messages directly in the system using the communication panel placing calls between system users completely free of charge. The entire customer profile is available to the agent when handling a call allowing access to detailed contact information, access service history and latest requests.

A great feature for the agent is the internal Enterprise Social Network (ESN) that allows for sharing of useful information and updates with colleagues in a fast and engaging manner.


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Agent workplace

Agent workplace in bpm'online customer engagement center is designed to effectively support the agent's day-to-day operations. In the single window of an Agent home page, the agents can see all cases and tasks assigned to them, track their metrics, while monitoring their performance.

The queue management provides capabilities to set complex filters to create a queue of cases to be assigned to an agent or a group of agents. The system can intelligently route a case taking into account agent skills and availability, customer geography, history, incident priority, urgency and SLA.

Case management

In bpm'online customer engagement center you can accumulate all cases from your customers and partners in one section of the system and classify them by type: incidents, service requests and advisory services. The system also allows you to assign agents and teams, regulate timelines for case resolution and manage communications during case resolution. The case history feature helps to track case resolution activities, emails, calls, and knowledge base articles used for resolution.

Manage various types of cases with the help of out-of-the-box best practice processes. The processes guide agents through the most effective actions required to successfully resolve cases to achieve the best customer satisfaction. The processes set off notifications and alerts, and enable control over case resolution deadlines.


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Knowledge management

The entire knowledge of your company is stored in a unified knowledge base. By using articles in the knowledge base, you will be able to resolve cases in a more timely manner, ensuring high quality of service for your clients and partners. By defining article categories, keywords, tags, service types, most popular solutions and articles agents can easily find the most relevant information pertaining to the case within a matter of seconds.

Keep the knowledge base up-to-date while enabling your agents to rate articles, post comments and update content on the regular basis. Track all changes and updates, as well as the frequency of knowledge base usage.

Service catalogue

Create a unified database of services to facilitate the work of your service agents. Manage service categories, setup service calendars and regulate resolution deadlines. Constantly improve service quality based on deep analysis of your service catalogue.

Identify the services with the highest priorities and track case history for these services. Keep track of new services added, identify the most popular services and monitor customer satisfaction level.


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Business process management

Critical business processes can be automated using the powerful yet simple to use visual process designer. You can design processes in BPMN using preconfigured elements for creating activities such as tasks, calls, and emails, working with pages, processing data, and invoking external services. You can also take advantage of the user wizard for quick process modeling, which allows you to create processes by just indicating the sequence of actions and owners, and the system will automatically generate relevant diagram in BPMN for you.

Take advantage of pre-built service processes or easily customize the process to fit your business needs.

Service reporting and analytics

Bpm'online customer engagement center offers an extensive set of pre-built reports and dashboards. In addition, bpm'online's flexible reporting tools allow for easy set up of any reports or dashboards to meet specific business requirements. Bpm'online analytics tools help to both drill down to individual performance of an agent or an agent team and assess customer service in the company as a whole.

The analytics capabilities also apply to process monitoring allowing you to keep track of any process metrics and view them from different angles. Visualize data using dashboards, identify and eliminate bottlenecks in your processes with the help of process log.


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Employ out-of-the-box processes to deliver service excellence

www.bpmonline.com

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+1 617 765 7997

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About bpm'online

Bpm'online is a premium vendor of process-driven cloud based software for marketing, sales and service automation. The beauty and core value of bpm'online products are the out-of-the-box processes that guide users through the most effective actions to accelerate results. Users love bpm'online's engaging interface with its social look and feel, free from redundant information that keeps them focused on what's relevant. Today, the company employs 500+ experts and serves over 6,000 customers worldwide. © 2015 bpm'online. All rights reserved.

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Gartner_eBook_Customer Engagement