Welcome!

@CloudExpo Authors: Elizabeth White, Pat Romanski, Liz McMillan, Ian Khan, ManageEngine IT Matters

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.

@CloudExpo Stories
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
Just over a week ago I received a long and loud sustained applause for a presentation I delivered at this year’s Cloud Expo in Santa Clara. I was extremely pleased with the turnout and had some very good conversations with many of the attendees. Over the next few days I had many more meaningful conversations and was not only happy with the results but also learned a few new things. Here is everything I learned in those three days distilled into three short points.
SYS-CON Events announced today that ReadyTalk, a leading provider of online conferencing and webinar services, has been named Vendor Presentation Sponsor 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. ReadyTalk delivers audio and web conferencing services that inspire collaboration and enable the Future of Work for today’s increasingly digital and mobile workforce. By combining intuitive, innovative tec...
WebRTC adoption has generated a wave of creative uses of communications and collaboration through websites, sales apps, customer care and business applications. As WebRTC has become more mainstream it has evolved to use cases beyond the original peer-to-peer case, which has led to a repeating requirement for interoperability with existing infrastructures. In his session at @ThingsExpo, Graham Holt, Executive Vice President of Daitan Group, will cover implementation examples that have enabled ea...
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
There is growing need for data-driven applications and the need for digital platforms to build these apps. In his session at 19th Cloud Expo, Muddu Sudhakar, VP and GM of Security & IoT at Splunk, will cover different PaaS solutions and Big Data platforms that are available to build applications. In addition, AI and machine learning are creating new requirements that developers need in the building of next-gen apps. The next-generation digital platforms have some of the past platform needs a...
SYS-CON Events announced today that Tintri Inc., a leading producer of VM-aware storage (VAS) for virtualization and cloud environments, 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. Tintri VM-aware storage is the simplest for virtualized applications and cloud. Organizations including GE, Toyota, United Healthcare, NASA and 6 of the Fortune 15 have said “No to LUNs.” With Tintri they mana...
Businesses are struggling to manage the information flow and interactions between all of these new devices and things jumping on their network, and the apps and IT systems they control. The data businesses gather is only helpful if they can do something with it. In his session at @ThingsExpo, Chris Witeck, Principal Technology Strategist at Citrix, will discuss how different the impact of IoT will be for large businesses, expanding how IoT will allow large organizations to make their legacy ap...
Adobe is changing the world though digital experiences. Adobe helps customers develop and deliver high-impact experiences that differentiate brands, build loyalty, and drive revenue across every screen, including smartphones, computers, tablets and TVs. Adobe content solutions are used daily by millions of companies worldwide-from publishers and broadcasters, to enterprises, marketing agencies and household-name brands. Building on its established design leadership, Adobe enables customers not o...
24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to connect your brand strategy with the right consumer. 24Notion ranked #12 on Corporate Social Responsibility - Book of List.
Major trends and emerging technologies – from virtual reality and IoT, to Big Data and algorithms – are helping organizations innovate in the digital era. However, to create real business value, IT must think beyond the ‘what’ of digital transformation to the ‘how’ to harness emerging trends, innovation and disruption. Architecture is the key that underpins and ties all these efforts together. In the digital age, it’s important to invest in architecture, extend the enterprise footprint to the cl...
SYS-CON Events announced today that Numerex Corp, a leading provider of managed enterprise solutions enabling the Internet of Things (IoT), will exhibit at the 19th International Cloud Expo | @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Numerex Corp. (NASDAQ:NMRX) is a leading provider of managed enterprise solutions enabling the Internet of Things (IoT). The Company's solutions produce new revenue streams or create operating...
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
As ridesharing competitors and enhanced services increase, notable changes are occurring in the transportation model. Despite the cost-effective means and flexibility of ridesharing, both drivers and users will need to be aware of the connected environment and how it will impact the ridesharing experience. In his session at @ThingsExpo, Timothy Evavold, Executive Director Automotive at Covisint, will discuss key challenges and solutions to powering a ride sharing and/or multimodal model in the a...
In his general session at 18th Cloud Expo, Lee Atchison, Principal Cloud Architect and Advocate at New Relic, discussed cloud as a ‘better data center’ and how it adds new capacity (faster) and improves application availability (redundancy). The cloud is a ‘Dynamic Tool for Dynamic Apps’ and resource allocation is an integral part of your application architecture, so use only the resources you need and allocate /de-allocate resources on the fly.
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
SYS-CON Events announced today that Roundee / LinearHub will exhibit at the WebRTC Summit at @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LinearHub provides Roundee Service, a smart platform for enterprise video conferencing with enhanced features such as automatic recording and transcription service. Slack users can integrate Roundee to their team via Slack’s App Directory, and '/roundee' command lets your video conference ...
More and more companies are looking to microservices as an architectural pattern for breaking apart applications into more manageable pieces so that agile teams can deliver new features quicker and more effectively. What this pattern has done more than anything to date is spark organizational transformations, setting the foundation for future application development. In practice, however, there are a number of considerations to make that go beyond simply “build, ship, and run,” which changes ho...
"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.
SYS-CON Events announced today the Kubernetes and Google Container Engine Workshop, being held November 3, 2016, in conjunction with @DevOpsSummit at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA. This workshop led by Sebastian Scheele introduces participants to Kubernetes and Google Container Engine (GKE). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, students learn the key concepts and practices for deploying and maintainin...