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BT named a leader in 2015 Gartner Magic Quadrant for ‘Contact Center as a Service, Western Europe’

DC15-514 (11 November 2015)

BT Global Services positioned the highest for its ability to execute in the Contact Centre as a Service Magic Quadrant

BT today announced that it has been named by Gartner Inc. a Leader in the ‘Contact Center as a Service’ (CCaaS) Magic Quadrant, Western Europe. For this brand new Magic Quadrant, Gartner evaluated ten contact centre providers against seven criteria for their ability to execute, and across eight criteria for their completeness of vision.

BT Global Services has been positioned the highest for its ability to execute in the Contact Centre as a Service, Western Europe Magic Quadrant.

Magic Quadrant

According to the report, “because the CCaaS market in Western Europe is still maturing, Leaders can best be described as suppliers with a strong multichannel product and service capability that have already amassed a large installed base of large and small customers. Leaders also benefit from offering Pan-European coverage for multicountry solutions, as well as in-country operational support for local sales opportunities.”

Andrew Small, vice-president for unified communications and customer relationship management at BT Global ServicesWe are delighted to be recognised as a Leader for this very first edition of Gartner’s ‘Contact Center as a Service’ Magic Quadrant. Our customers will appreciate this new report as a source of reference and guidance as they look to build successful strategies in designing and operating contact centres. We believe BT’s position as a leader is also a recognition of our continued investment into our portfolio and a further validation of our Cloud of Clouds technology vision.”
- Andrew Small, vice-president for unified communications and customer relationship management at BT Global Services

To view the full global report, click here.

Gartner, Magic Quadrant for Contact Center as a Service, Western Europe by Steve Blood, Drew Kraus, Daniel O'Connell, 15 October 2015

About BT

BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband, TV and internet products and services; and converged fixed/mobile products and services. BT consists principally of five customer-facing lines of business: BT Global Services, BT Business, BT Consumer, BT Wholesale and Openreach.

For the year ended 31 March 2015, BT Group’s reported revenue was £17,979m with reported profit before taxation of £2,645m.

British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.

For more information, visit http://www.btplc.com/.

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

For further information

Alan Ball, Head of Global PR and Suzanne Masterton, Head of UK PR

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