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San Francisco, California, April 14th, 2009 – Neocase Software, a leading provider of customer service solutions for shared service centers and customer support operations, announced today that it has been chosen by Gartner to be in its “2009 Magic Quadrant for CRM Customer Service Contact Centers” publication. Gartner is a leading independent technology research firm, which selected Neocase Software along with two other companies, to be included in this year’s magic quadrant.
 Gartner’s Magic Quadrants are designed to provide an unbiased, qualitative analysis of a market’s direction, maturity, and participants. For CRM Customer Service Contact Centers, Gartner notes: “As the result of the economic slowdown, business leaders are focusing on the central role of customer service to simultaneously lower costs and build customer loyalty. Because the contact center is a key touchpoint for customers at the same time that it includes the website, some rethinking and re-engineering are required.” According to Gartner CIO surveys, “attracting and retaining new customers” dropped from second to fourth place in one year, while “cutting costs” jumped from fifth to second on the priority list.”
Neocase Software is well-positioned to meet the needs of these new cost cutting business priorities through its solutions for customer service contact centers. The Gartner reports states that “on a cost-to-benefit basis, references gave Neocase the highest overall level of positive feedback”. Neocase clients such as CORPTAX, International Decision Systems, Callidus Software, and FOX Systems have seen significant cost savings and productivity increases after implementing Neocase solutions for customer services contact centers.
Read the Full Press Release Here
A closer look at Neocase in the report:
- Neocase Software is added to the Magic Quadrant in 2009 due to its expansion in the U.S. market, both as a stand-alone product and occasional add-on product to the Microsoft Dynamics CRM customer service offering.
- It has good offerings in collaborative case management that are unique, as are its capabilities for service-level agreement management.
- On a cost-to-benefit basis, references gave Neocase the highest overall level of positive feedback.
- Positioned to assist Microsoft-centric service centers for case management in high tech and manufacturing, but appropriate for some service industries as well.
- It has a range of business automation tools — customer service in the contact center, Web self-service, human capital management and finance.
- It has a good management team focused on market positioning. It has sufficient funding for 2009 to seek new business in North America and Western Europe.
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