Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015. Report Highlights: - Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system. - Great diligence must be shown by IT leaders working on customer service projects. - To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.

1. Key takeaways from Gartner Magic Quadrant
for the CRM Customer Engagement Center
Gartner recently released the 2015 Magic Quadrant for the CRM Customer
Engagement Center. Considering the complexity of the market we believe
Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC)
to be an invaluable tool to help companies select the most suitable CEC
solution provider.
This whitepaper encompasses our key takeaways from the report.

2. 2
1
CEC market overview
The second is the availability and applicability of cloud-
based solutions. As a delivery model for CRM CECs, SaaS is
being accepted and preferred by many organizations. However,
in many parts of the world (such as Eastern Europe, India, South
America and China), cloud-based customer service business
applications are not yet the preferred model due to data residency
and latency.
The first is the complexity of the information required to
support the customer, and the complexity of the business rules
or processes that form the steps in an interaction.
Through the second half of 2016, complete customer service
solutions delivered in the SaaS model will continue to be most
prominent in the B2B, low-volume call/contact center, or in non-
process intensive B2C centers. Through 2016, fewer than 35%
of organizations will select SaaS for complex business process
support.
However, by 2016, as more applications are built in a cloud-
based model, and EU and Asian data centers are deployed by
the vendors, SaaS will emerge as a critical selection factor in
all geographies and all levels of process complexity of the
CRM CEC.
Source: Gartner, Magic Quadrant for the CRM Customer Engagement Center, 27 April 2015
By 2016 SaaS will emerge as a critical selection
factor in all geographies and all levels of process
complexity of the CRM CEC.
According to Gartner two factors come up regularly as issues for
buyers that reflect the complexity of this market.
2

3. Bpm'online has been included
in the Gartner CRM Customer
Engagement Center Magic
Quadrant, 2015
Gartner analysts evaluate providers on the quality and
efficacy of the processes, systems, methods or
procedures that enable IT provider performance to be
competitive, efficient and effective, and to positively
impact revenue, retention and reputation. Ultimately,
providers are judged on their ability and success in
capitalizing on their vision.
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 or other designation. 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.

4. In the 2015 Magic Quadrant for the CRM Customer Engagement Center (CEC) Gartner analysts examine the market for global customer
service and support applications for case management, trouble ticketing and problem resolution.
Vendor evaluation criteria
Source: Gartner, Magic Quadrant for the CRM Customer Engagement Center, 27 April 2015
4
The software functionality weightings for the CEC in 2015 are set as follows, based on the most common requirements
expressed by Gartner clients:
Case management/problem/service resolution (and controls
the customer master data): 15%
Knowledge solution: 15%
Real-time decision support: 10%
Support of collaborative online communities: 10%
Integrated email/chat, collaboration tools: 10%
Multisource search optimization and authoring: 10%
Adaptive business rule engine: 5%
Support of video libraries and video chat with customers on
Web/mobile: 5%
Enterprise feedback management: 5%
Offer management/sales capability: No weighting, but
considered an extra
Virtual customer assistant/proactive smart agent: No weighting,
but considered an extra
Full support of customers using a mobile device
(such as mobile messing/chat and content): 5%
Predictive customer analytics: 5%
Visibility into the social graph,and monitoring
of the community: 5%

5. Bpm'online customer engagement center overview
Bpm'online has been included in the Gartner CRM
Customer Engagement Center Magic Quadrant, 2015
Bpm'online customer engagement center provides out-of-the-box
processes that guide users through the most effective actions to deliver
service excellence. The multichannel CEC enables companies to
efficiently manage their customer interactions regardless of channel
through a unified engaging user interface.
Embedded knowledge management and case management capabilities
combined with powerful business process management engine ensure
every request is handled efficiently and consistently.
The solution is easy to configure and customize, provides great
deployment flexibility by supporting both on-premises and cloud-based
deployment options. Thus, bpm'online clients rank the solution
extremely high for its "cost to value".
Out-of-the-box
customer-facing
service processes
Out-of-the-box
ITIL processes
Omnichannel
communications
for customer
service
Agent
workplace
360° customer
view
Knowledge
management
Real time
feedback
and surveys
Mobile
service
Problem
management
5
We believe our inclusion in Gartner’s Magic Quadrant in 2015 demonstrates how we are continuously evolving our
software to successfully meet the business needs of our global clients
Michael Rooney, SVP and General Manager at bpm’online in the Americas
“ ”

6. 360 degree customer view
Create a single database of all accounts and contacts you work with. Keep a
record of contact data, addresses with map view capability, service history,
social media profiles and more. Segment customers by various parameters to
improve communications and build stronger relationships - use dynamic
segments, which are filled automatically based on the chosen parameters.
Identify and eliminate duplicate records in the system in order to manage your
customer database more efficiently. Control and improve customer service
processes by analyzing your customer database.
Omnichannel communications
All communications with the customer through emails, phone calls and customer
portal are easily managed in the single unified environment. Agents can make
calls and receive messages directly in the system using the communication panel
placing calls between system users completely free of charge. The entire
customer profile is available to the agent when handling a call allowing access to
detailed contact information, access service history and latest requests.
A great feature for the agent is the internal Enterprise Social Network (ESN) that
allows for sharing of useful information and updates with colleagues in a fast and
engaging manner.
Bpm'online customer engagement center overview
6

7. Agent workplace
Agent workplace in bpm'online customer engagement center is designed to
effectively support the agent's day-to-day operations. In the single window of an
Agent home page, the agents can see all cases and tasks assigned to them,
track their metrics, while monitoring their performance.
The queue management provides capabilities to set complex filters to create a
queue of cases to be assigned to an agent or a group of agents. The system
can intelligently route a case taking into account agent skills and availability,
customer geography, history, incident priority, urgency and SLA.
Case management
In bpm'online customer engagement center you can accumulate all cases from
your customers and partners in one section of the system and classify them by
type: incidents, service requests and advisory services. The system also allows
you to assign agents and teams, regulate timelines for case resolution and
manage communications during case resolution. The case history feature helps
to track case resolution activities, emails, calls, and knowledge base articles
used for resolution.
Manage various types of cases with the help of out-of-the-box best practice
processes. The processes guide agents through the most effective actions
required to successfully resolve cases to achieve the best customer satisfaction.
The processes set off notifications and alerts, and enable control over case
resolution deadlines.
Bpm'online customer engagement center overview
7

8. Knowledge management
The entire knowledge of your company is stored in a unified knowledge base. By
using articles in the knowledge base, you will be able to resolve cases in a more
timely manner, ensuring high quality of service for your clients and partners. By
defining article categories, keywords, tags, service types, most popular solutions
and articles agents can easily find the most relevant information pertaining to the
case within a matter of seconds.
Keep the knowledge base up-to-date while enabling your agents to rate articles,
post comments and update content on the regular basis. Track all changes and
updates, as well as the frequency of knowledge base usage.
Service catalogue
Create a unified database of services to facilitate the work of your service agents.
Manage service categories, setup service calendars and regulate resolution
deadlines. Constantly improve service quality based on deep analysis of your
service catalogue.
Identify the services with the highest priorities and track case history for these
services. Keep track of new services added, identify the most popular services
and monitor customer satisfaction level.
Bpm'online customer engagement center overview
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9. Business process management
Critical business processes can be automated using the powerful yet simple to
use visual process designer. You can design processes in BPMN using
preconfigured elements for creating activities such as tasks, calls, and emails,
working with pages, processing data, and invoking external services. You can
also take advantage of the user wizard for quick process modeling, which allows
you to create processes by just indicating the sequence of actions and owners,
and the system will automatically generate relevant diagram in BPMN for you.
Take advantage of pre-built service processes or easily customize the process to
fit your business needs.
Service reporting and analytics
Bpm'online customer engagement center offers an extensive set of pre-built
reports and dashboards. In addition, bpm'online's flexible reporting tools allow for
easy set up of any reports or dashboards to meet specific business requirements.
Bpm'online analytics tools help to both drill down to individual performance of an
agent or an agent team and assess customer service in the company as a whole.
The analytics capabilities also apply to process monitoring allowing you to keep
track of any process metrics and view them from different angles. Visualize data
using dashboards, identify and eliminate bottlenecks in your processes with the
help of process log.
Bpm'online customer engagement center overview
9

10. Employ out-of-the-box processes
to deliver service excellence
www.bpmonline.com
info@bpmonline.com
+1 617 765 7997
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About bpm'online
Bpm'online is a premium vendor of process-driven cloud based software for
marketing, sales and service automation. The beauty and core value of bpm'online
products are the out-of-the-box processes that guide users through the most
effective actions to accelerate results. Users love bpm'online's engaging interface
with its social look and feel, free from redundant information that keeps them focused
on what's relevant. Today, the company employs 500+ experts and serves over
6,000 customers worldwide. © 2015 bpm'online. All rights reserved.