Welcome!

Containers Expo Blog Authors: Elizabeth White, Pat Romanski, Stefan Bernbo, SmartBear Blog, Rishi Bhargava

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.

@ThingsExpo Stories
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develo...
Basho Technologies has announced the latest release of Basho Riak TS, version 1.3. Riak TS is an enterprise-grade NoSQL database optimized for Internet of Things (IoT). The open source version enables developers to download the software for free and use it in production as well as make contributions to the code and develop applications around Riak TS. Enhancements to Riak TS make it quick, easy and cost-effective to spin up an instance to test new ideas and build IoT applications. In addition to...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
IoT is rapidly changing the way enterprises are using data to improve business decision-making. In order to derive business value, organizations must unlock insights from the data gathered and then act on these. In their session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, and Peter Shashkin, Head of Development Department at EastBanc Technologies, discussed how one organization leveraged IoT, cloud technology and data analysis to improve customer experiences and effi...
"We've discovered that after shows 80% if leads that people get, 80% of the conversations end up on the show floor, meaning people forget about it, people forget who they talk to, people forget that there are actual business opportunities to be had here so we try to help out and keep the conversations going," explained Jeff Mesnik, Founder and President of ContentMX, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
With 15% of enterprises adopting a hybrid IT strategy, you need to set a plan to integrate hybrid cloud throughout your infrastructure. In his session at 18th Cloud Expo, Steven Dreher, Director of Solutions Architecture at Green House Data, discussed how to plan for shifting resource requirements, overcome challenges, and implement hybrid IT alongside your existing data center assets. Highlights included anticipating workload, cost and resource calculations, integrating services on both sides...
Manufacturers are embracing the Industrial Internet the same way consumers are leveraging Fitbits – to improve overall health and wellness. Both can provide consistent measurement, visibility, and suggest performance improvements customized to help reach goals. Fitbit users can view real-time data and make adjustments to increase their activity. In his session at @ThingsExpo, Mark Bernardo Professional Services Leader, Americas, at GE Digital, discussed how leveraging the Industrial Internet a...
Big Data engines are powering a lot of service businesses right now. Data is collected from users from wearable technologies, web behaviors, purchase behavior as well as several arbitrary data points we’d never think of. The demand for faster and bigger engines to crunch and serve up the data to services is growing exponentially. You see a LOT of correlation between “Cloud” and “Big Data” but on Big Data and “Hybrid,” where hybrid hosting is the sanest approach to the Big Data Infrastructure pro...
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.
The best-practices for building IoT applications with Go Code that attendees can use to build their own IoT applications. In his session at @ThingsExpo, Indraneel Mitra, Senior Solutions Architect & Technology Evangelist at Cognizant, provided valuable information and resources for both novice and experienced developers on how to get started with IoT and Golang in a day. He also provided information on how to use Intel Arduino Kit, Go Robotics API and AWS IoT stack to build an application tha...
IoT generates lots of temporal data. But how do you unlock its value? You need to discover patterns that are repeatable in vast quantities of data, understand their meaning, and implement scalable monitoring across multiple data streams in order to monetize the discoveries and insights. Motif discovery and deep learning platforms are emerging to visualize sensor data, to search for patterns and to build application that can monitor real time streams efficiently. In his session at @ThingsExpo, ...
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus...
Verizon Communications Inc. (NYSE, Nasdaq: VZ) and Yahoo! Inc. (Nasdaq: YHOO) have entered into a definitive agreement under which Verizon will acquire Yahoo's operating business for approximately $4.83 billion in cash, subject to customary closing adjustments. Yahoo informs, connects and entertains a global audience of more than 1 billion monthly active users** -- including 600 million monthly active mobile users*** through its search, communications and digital content products. Yahoo also co...
"There's a growing demand from users for things to be faster. When you think about all the transactions or interactions users will have with your product and everything that is between those transactions and interactions - what drives us at Catchpoint Systems is the idea to measure that and to analyze it," explained Leo Vasiliou, Director of Web Performance Engineering at Catchpoint Systems, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York Ci...
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.