Evaluation Based on Completeness of Vision and Ability to Execute

HOBOKEN, NJ – May 6th, 2009 – eglue, a global software provider that maximizes the return on every customer interaction, today announced it has been positioned by Gartner, Inc. in the Niche Players quadrant of the “Magic Quadrant for CRM Customer Service Contact Centers” * report. 

The current economic situation is affecting the decisions of business leaders, who are now “focusing on the central role of customer service to simultaneously lower costs and build customer loyalty.”  It is also changing the evaluation criteria of the Magic Quadrant. Moreover, “budget realities will have an impact on the ambitious goal of creating an integrated customer experience across channels.”

The report assesses the market for customer service and support (CSS) applications.  “Selection of an application as part of a shortlist must take into consideration how the application addresses the requirements of the service center.  In increasing order of complexity, the requirements may include one of the four major areas: information access, service process optimization, end-to-end industry process experts and intelligent dialogue/real-time decisioning. This last, most complex requirement is addressed by the eglue solution, which pulls real-time and historical data from both the ongoing interaction and from all available internal or external data sources, and then translates this data into actionable user guidance by presenting users with real-time recommendations in the form of call-outs. 

“We are extremely proud to be evaluated in the Gartner Magic Quadrant this year,” said Dror Pockard, CEO of eglue. “Gartner CIO surveys list cost-cutting, customer experience and customer service as the business factors that will drive decisions in the next 24 months.  The eglue solution answers these needs – it reduces operational expenses, enhances the customer experience, maximizes revenue and increases time-to-market for new offerings.  In short, it maximizes the return on every customer interaction in the contact center.”

Niche players “offer important products that are unique CSS functionality components or offerings for vertical segments. They may offer complete portfolios but demonstrate weaknesses in one or more important areas. They could also be regional experts with little ability to extend globally.  They usually are focused on support of the large enterprise, rather than small and midsize businesses.”