The Global Association for Contact Center Best Practices & Networking

United States - October 15, 2009 - Presence Technology, a global CTI software provider specializing in the optimization of Contact Center performance, announces its placement by Gartner in its Magic Quadrant for E-Service Suites, published on September 11, 2009 and authored by Johan Jacobs and Michael Maoz.

The Magic Quadrant for E-Service Suites presents the main software vendors that should be considered by organizations seeking to develop self-service channels. The recommendations encompass knowledge bases for self-service, e-mail response management, web cast, collaborative browsing, virtual assistants, SMS and multimodal communication and interaction recording.

"The current economy has resulted in an accelerated focus on self-service initiatives, and Gartner is seeing an increase in vendor deals being closed. Virtual assistants and SMS/multimodal communication are not yet in mainstream adoption, but are appearing on a large number of organizational road maps," Gartner has concluded in this report. "In essence, there is a drive toward making e-service offerings part of a larger, integrated CIH, where the contact center and the e-service channels integrate and are no longer stand-alone products."

"We are proud of being included in Gartner Group’s E-Service Suites Magic Quadrant. As the worldwide leader in the research and dissemination of technical information, Gartner’s standards are very strict and our selection for this quadrant confirms that our products and technology direction are on the right track," says Araceli Aranda, CEO of Presence Technology.

About Presence Technology:
Presence Technology is a software company specializing in advanced productivity solutions for the Contact Center. Since 2000, its software solutions have been helping clients to optimize their processes while increasing the efficiency of the interactions between companies and their customers. Featuring a highly-qualified team of subject matter experts, along with its network of strategic partners, the company has assisted its clients across Europe, South America, Africa and the U.S.

About Magic Quadrant:
The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner, Inc.''s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors.