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Call center workforce optimization and call recording company, CallCopy (News - Alert) has made it into the Quadrant: Gartner’s Magic Quadrant, that is. The company is announcing this week that it has been positioned by the analyst group in the "Niche Players" quadrant of 2012’s Contact Center Workforce Optimization Magic Quadrant. The report positions CallCopy among integrated WFO solution providers delivering sophisticated contact center management solutions to meet a growing market demand.

In issuing the report, Gartner (News - Alert) stated that, "Increased customer demand has fueled the introduction of new vendors into the contact center workforce optimization (WFO) marketplace, providing greater choice in what was a somewhat restricted landscape." In addition, the report states that, "By year-end 2015, 30 percent of large organizations will adopt an integrated approach to WFO and will achieve the associated increases in operational efficiency and customer satisfaction."

"We are extremely pleased with Gartner's recognition of CallCopy as a provider of next-generation WFO technology and the business-critical analytics that modern contact centers need to uncover deep insights about their customers, processes and performance," said Ray Bohac, chief information officer of CallCopy, in a statement announcing the inclusion of the company in Gartner’s report. "CallCopy's deep industry expertise combined with our robust R&D and product development roadmap has made us a trusted leader in the space that will move us quickly beyond 'niche' status."

Gartner’s Magic Quadrants provide a graphical competitive positioning of four types of technology providers, where market growth is high and provider differentiation is distinct:

• Leaders execute well against their current vision and are well positioned for tomorrow.
• Visionaries understand where the market is going or have a vision for changing market rules, but do not yet execute well.
• Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.
• Challengers execute well today or may dominate a large segment, but do not demonstrate an understanding of market direction.

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