Lithium Named a Visionary in Gartner Magic Quadrant for CRM Customer Engagement Center in 2013
Evaluation based on vendors who respond to the challenge of ‘any channel’ customer engagement
EMERYVILLE, Calif. - May 21, 2013 - Lithium Technologies, the leader in Social Customer Experience, today announced it has been positioned by Gartner, Inc. in the Visionaries quadrant of the CRM Customer Engagement Center Magic Quadrant for 2013 (1). The only company listed as a Visionary in this report, Lithium was evaluated on criteria such as customer service strategies and technologies, as well as customer relationship management.
"We believe this recognition by Gartner as a Visionary shows our approach to engaging customers is working, and the brands we work with are embracing the requirements for social support," said Lithium President and Chief Executive Officer Rob Tarkoff. "When we look at those customers creating a competitive advantage, we continually hear stories about how they are able to build advocacy, increase sales, cut down on service costs and speed up innovation."
This latest recognition comes on the heels of a series of positive news for Lithium so far in 2013:
The report outlines the category as follows: "The Magic Quadrant for CRM Customer Engagement Centers refers to a logical set of technologies and business applications that are engineered to support the customer, regardless of the channel. The goal of the customer engagement center is to provide service to a customer as she/he moves among communications channels — including social media — while retaining the customer's context, and to deliver the appropriate business rule to determine the next best action or process with which to engage the customer."
The report states, "For the past twelve years, Gartner referred to CECs as customer service contact centers. As the need to engage customers and prospects on new channels such as social media has expanded, we have evolved the term "contact center" to "customer engagement center," and thus, we have renamed our Magic Quadrant (see "Magic Quadrant for CRM Customer Service Contact Centers," published in April 2012)."
About the Magic Quadrant
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About Lithium Technologies
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands including AT&T, BT, Best Buy, Indosat, Sephora, Skype and Telstra. Lithium helps companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience. For more information, visit lithium.com, or connect with us on Twitter, Facebook and our own community–the Lithosphere. Lithium is privately held with corporate headquarters in Emeryville, Calif. and offices in Europe, Asia and Australia.
The Lithium® logo is a registered Service Mark of Lithium Technologies. All trademarks and product names are the property of their respective owners.
(1) Gartner, Inc., “Magic Quadrant for CRM Customer Engagement Center” by Michael Maoz, 13 May 2013.