Threepeat: Noda Contact Center again makes it into Gartner’s Magic Quadrant for Contact Center Infrastructure, Worldwide

For the third year in a row, Gartner’s report will include information about Noda Contact Center, as NODA (NAUMEN in Russia) remains the only Russian vendor global analysts have kept in their sights.

Noda Contact Center maintained its position in the honorable mentions category among other solutions representing serious local competition for the global leaders. For example, a French company, Alcatel-Lucent Enterprise also included in such category.

The research process Gartner uses for its yearly Magic Quadrant for Contact Center Infrastructure, Worldwide is long and labor-intensive. Every company aiming for a spot in the final report has to provide Gartner with up-to-date information on its product and market position. That information is then thoroughly vetted by analysts to make sure it meets formal criteria: companies have to be technically and functionally mature, offer high-quality tech support, have a developed partner network, and demonstrate significant sales volumes across multiple continents. As part of the discussions that were held, Gartner analysts were presented with the main facts speaking to NODA’s growth along each of those criteria.

First, Noda Contact Center 7.0 was released in 2017. It features an updated interface, improved reliability, and expanded functionality focused on integration and report-building.

Second, the updated Omni-Channel module and its successful implementation in Petrovich, a construction supplies store, underline the product’s functional development. The module lets clients serve a wider range of channels, supporting two-way exchanges of images, audio files, and video files.

Third, this past year has seen the company significantly expand its partner network. The countries where Noda Contact Center is now being promoted include Egypt, Iran, Azerbaijan, Malaysia, and Indonesia.

Finally, data from the IKS Consulting 2017 report was used to demonstrate growing profits in the company’s local market. The share of Noda Contact Center installations in the Russian outsourcing contact center segment grew to 27% last year, outpacing top western players like Avaya, Cisco, and Genesys.

“One key element of Gartner’s methodology is how they interview the clients using the technical solutions in question. This year, Gartner analysts went beyond Gran, New Contact, and Mosenergosbyt, who they interviewed last year, to also chat with our clients at City Call and Petrovich,” noted Mikhail Chereshnev, chief business officer at NODA and responsible for expanding the company’s presence in the international market.

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