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Gartner positions Capgemini as a Leader for Contact Center as a Service

Capgemini has been positioned as a Leader by Gartner in its Magic Quadrant for Contact Center as a Service, Western Europe. It was one of ten vendors to be evaluated on the “ability to execute” and “completeness of vision”.

Gartner positioned vendors in the Leaders quadrant based on “a strong multichannel product and service capability that have already amassed a large installed base of both large and small customers.”

Erwan Le Duff, Head of Prosodie-Capgemini said: “We are delighted to be positioned as a Leader for the third time in a row by Gartner for our omni channel, cloud solution platform, Odigo. Today, we see large scale companies asking for simplified, end-to-end cloud solutions wrapped with quick response capabilities to meet their business demands. Capgemini’s commitment to provide world-class solutions to its customers is embodied by the Odigo platform, with its unique blend of robotics and human service provisioning, that not only improves customer experience, but also the service agent too.”

Capgemini’s Odigo is an established contact center service offering with strong usability, reliance and innovation capabilities, which are prerequisites for enhanced customer experience. The latest version of Odigo has been enhanced to meet the self service needs of both clients and agents globally. It is also highly scalable for thousands of agents and derives its strength from the innovative use of robots and intelligent automation.

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