Welcome!

News Feed Item

Vertical Solutions Positioned in the Niche Quadrant of the Magic Quadrant for Field Service Management

Evaluation Based on Completeness of Vision and Ability to Execute; Vertical Solutions Also Listed in "Magic Quadrant for CRM Customer Service Contact Centers"

CINCINNATI, OH -- (Marketwire) -- 11/15/12 -- Vertical Solutions, Inc. (VSI), a developer of CRM/CXM and service management platform-based solutions, announces that it has been positioned by Gartner, Inc. in the Niche quadrant of its 2012 "Magic Quadrant for Field Service Management."(i) The report defines five objectives field service applications should have the scope to achieve, including "complete mobilization of the technician to perform end-to-end service tasks" and "provide field service functionality that supports a continuum of field service models, from reactive to preventive to predictive to reliability-centered maintenance." VSI believes that its execution of cloud, BPM, mobile, and social techniques across the customer support continuum has assisted in its recognition. With its unique vision of coupling field service with customer service on the same platform, VSI's solutions optimize time, resources, and training for process consistency throughout an organization. Vertical Solutions was also listed in the 2012 "Magic Quadrant for CRM Customer Service Contact Centers."(ii)

The "Magic Quadrant for Field Service Management" notes that customer satisfaction has risen to be a primary objective for field service, and that four factors in the "Nexus of Forces" -- which Gartner defines as social, mobile, cloud, and information -- can enable customer intimacy.

"With mobility being inherently dynamic and on the forefront of every business today, it's essential that service in the field not only have real-time visibility and personalization capabilities, but also device-independent mobile solutions," says Norm Goldrich, COO/CIO of VSI. "At VSI, we've found that a public or private cloud solution which incorporates this type of mobility, along with our social collaboration within the confines of the solution, offers a unique increased productivity for our customers."

Key features of VSI's VServiceManagement solution include:

  • Universal Mobility with HTML5: VSI's VServiceManagment field service software offers a fully mobile solution built on HTML5. This enables companies to deploy a platform- and device-agnostic solution to field personnel, including on iOS, Windows, and Android devices, to help companies manage their service operations in today's BYOD world.

  • Baked-In Business Process Management (BPM): VServiceManagement was developed using platform-layer technology, which empowers business users to create their own business processes. A simple and intuitive drag-and-drop interface gives business users a visual tool to design, test, implement, and document their business processes simultaneously. Base workflows can serve as templates for different customers or business units and can be copied and modified to meet the specific need.

  • Social Collaboration: VSI's CRM/CXM applications incorporate private and public social CRM technologies, including Facebook and Twitter, to enable in-house and field service professionals and executives to "follow" customers, products, incidents, or any other defined item or event. This feature enables companies to develop personalized communities, improve knowledge sharing, and enhance the customer experience.

"Innovation in field service can deliver significant revenue to a company's bottom line, and companies need tools to help them manage their field forces and implement effective business processes," says Ron Wegmann, Sr., CEO of VSI. "Our cloud-based VServiceManagement field service solution uses our platform-based BPM engine, and social and mobile features that enable our customers to build their own business process libraries to automate, optimize, and personalize the way they interact with their customers. This results in better management of their businesses, an increase in customer satisfaction, and additional revenue."

About the Magic Quadrant

Disclaimer: 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. 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.

About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc. develops, implements, and supports best-in-class CXM, CRM Contact Center and Service Management solutions, including PowerHelp® and its new generation technology solutions, VContactCenter™, for internal, external, and hybrid contact centers, and VServiceManagement™, for customer support, field service, and mobile environments. These application systems are built on a SOA-compliant, cloud-based technology platform and are delivered as a service or on-premise in a private or public cloud environment. VSI's applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. VSI is a cloud partner of NetSuite, and is headquartered in Cincinnati, OH, with offices and additional partners worldwide. For more information, visit www.VertSol.com or call 1.800.466.0238.

(i) Gartner "Magic Quadrant for Field Service Management" by William McNeill, Michael Maoz, and Gordon Van Huizen, 17 October 2012

(ii) Gartner "Magic Quadrant for CRM Customer Service Contact Centers" by Michael Maoz, 12 April 2012

Add to Digg Bookmark with del.icio.us Add to Newsvine

Contacts for Vertical Solutions:

Kim Brault
Marketing
Vertical Solutions, Inc.
Email Contact
+1 513.891.7997

Alison Harris
Harris Media Services
Email Contact
+1 207.829.4500

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

Latest Stories
Cloud resources, although available in abundance, are inherently volatile. For transactional computing, like ERP and most enterprise software, this is a challenge as transactional integrity and data fidelity is paramount – making it a challenge to create cloud native applications while relying on RDBMS. In his session at 21st Cloud Expo, Claus Jepsen, Chief Architect and Head of Innovation Labs at Unit4, will explore that in order to create distributed and scalable solutions ensuring high availa...
For financial firms, the cloud is going to increasingly become a crucial part of dealing with customers over the next five years and beyond, particularly with the growing use and acceptance of virtual currencies. There are new data storage paradigms on the horizon that will deliver secure solutions for storing and moving sensitive financial data around the world without touching terrestrial networks. In his session at 20th Cloud Expo, Cliff Beek, President of Cloud Constellation Corporation, d...
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, shared examples from a wide range of industries – including en...
In IT, we sometimes coin terms for things before we know exactly what they are and how they’ll be used. The resulting terms may capture a common set of aspirations and goals – as “cloud” did broadly for on-demand, self-service, and flexible computing. But such a term can also lump together diverse and even competing practices, technologies, and priorities to the point where important distinctions are glossed over and lost.
In his session at @DevOpsSummit at 20th Cloud Expo, Kelly Looney, director of DevOps consulting for Skytap, showed how an incremental approach to introducing containers into complex, distributed applications results in modernization with less risk and more reward. He also shared the story of how Skytap used Docker to get out of the business of managing infrastructure, and into the business of delivering innovation and business value. Attendees learned how up-front planning allows for a clean sep...
Detecting internal user threats in the Big Data eco-system is challenging and cumbersome. Many organizations monitor internal usage of the Big Data eco-system using a set of alerts. This is not a scalable process given the increase in the number of alerts with the accelerating growth in data volume and user base. Organizations are increasingly leveraging machine learning to monitor only those data elements that are sensitive and critical, autonomously establish monitoring policies, and to detect...
Most companies are adopting or evaluating container technology - Docker in particular - to speed up application deployment, drive down cost, ease management and make application delivery more flexible overall. As with most new architectures, this dream takes a lot of work to become a reality. Even when you do get your application componentized enough and packaged properly, there are still challenges for DevOps teams to making the shift to continuous delivery and achieving that reduction in cost ...
Enterprise architects are increasingly adopting multi-cloud strategies as they seek to utilize existing data center assets, leverage the advantages of cloud computing and avoid cloud vendor lock-in. This requires a globally aware traffic management strategy that can monitor infrastructure health across data centers and end-user experience globally, while responding to control changes and system specification at the speed of today’s DevOps teams. In his session at 20th Cloud Expo, Josh Gray, Chie...
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. Jack Norris reviews best practices to show how companies develop, deploy, and dynamically update these applications and how this data-first...
Intelligent Automation is now one of the key business imperatives for CIOs and CISOs impacting all areas of business today. In his session at 21st Cloud Expo, Brian Boeggeman, VP Alliances & Partnerships at Ayehu, will talk about how business value is created and delivered through intelligent automation to today’s enterprises. The open ecosystem platform approach toward Intelligent Automation that Ayehu delivers to the market is core to enabling the creation of the self-driving enterprise.
"At the keynote this morning we spoke about the value proposition of Nutanix, of having a DevOps culture and a mindset, and the business outcomes of achieving agility and scale, which everybody here is trying to accomplish," noted Mark Lavi, DevOps Solution Architect at Nutanix, in this SYS-CON.tv interview at @DevOpsSummit at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
"We're here to tell the world about our cloud-scale infrastructure that we have at Juniper combined with the world-class security that we put into the cloud," explained Lisa Guess, VP of Systems Engineering at Juniper Networks, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
Historically, some banking activities such as trading have been relying heavily on analytics and cutting edge algorithmic tools. The coming of age of powerful data analytics solutions combined with the development of intelligent algorithms have created new opportunities for financial institutions. In his session at 20th Cloud Expo, Sebastien Meunier, Head of Digital for North America at Chappuis Halder & Co., discussed how these tools can be leveraged to develop a lasting competitive advantage ...
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
"We're a cybersecurity firm that specializes in engineering security solutions both at the software and hardware level. Security cannot be an after-the-fact afterthought, which is what it's become," stated Richard Blech, Chief Executive Officer at Secure Channels, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.