SAN FRANCISCO – April 30, 2015 – Lithium Technologies has been named a “Visionary” in the 2015 Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC). This is the third time in a row that Lithium has been named a Visionary in this report, which positions technology players within a specific market and positions them within four quadrants: challengers, leaders, niche players and visionaries.
“We believe this distinction speaks well of our understanding of the market and where it’s going, as well as of our continual efforts to help brands stay ahead of customers’ extreme expectations and provide them with community and social measurement platforms that adapt to a changing market,” says Rob Tarkoff, President and CEO of Lithium. “We also want to thank our customers for providing Gartner with their feedback and input as to how Lithium helps meet their social customer strategies.”
According to Gartner, “The CRM customer engagement center (CEC) refers to a logical set of business applications and technologies that are engineered to provide customer service and support (CSS), regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide reactive service to customers as they move among communications channels—including social media and community forums—while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.”*
The Magic Quadrant is available at http://pages.lithium.com/gartner-mq-customer-engagement-center.html.
To learn more about how Lithium can help businesses of all kinds make the most of a CEC approach, visit lithium.com or attend the company’s upcoming LiNC 2015 conference by visiting http://www.lithium.com/conference/linc2015.
About the Magic Quadrant
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.
Gartner, Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, Jim Davies, 27 April 2015
*Gartner IT Glossary, http://www.gartner.com/it-glossary/customer-engagement-center-cec.
Lithium builds trusted relationships between the world’s best brands and their customers, helping people get answers and share their experiences. Customers in more than 34 countries rely on Lithium to help them connect, engage, and understand their total community. With more than 100 million unique monthly visitors over all Lithium communities and another 600 million online profiles scored by Klout, Lithium has one of the largest digital footprints in the world. Using that data and the company’s software, Lithium customers boost sales, reduce service costs, spark innovation, and build long-term brand loyalty and advocacy. To find out how Lithium can transform your business—and to share the experience enjoyed by 300 other leading brands around the world, visit www.lithium.com, join our community at community.lithium.com, or follow us on Twitter @LithiumTech. Lithium is a privately held company headquartered in San Francisco.
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